Alessandro Pompili
Woodbridge,Ontario
Summary
Experienced employee who is initiative-taking, has broad knowledge in the Insurance & Financial Industry, Process Improvements, Project Practices and is Client-driven with strong analytical, organizational, and communication skills. Looking to continue and build on current strength and abilities within TD Insurance, Direct Life and Health Support Services.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Proactive and meticulous Manager with over 21 years of experience in Insurance and Financial industry. Proficiencies in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
23
23
years of professional experience
Work History
Manager Life & Health Support Services
TD Canada Trust (TD Insurance – Support Services)
06.2017 - 06.2022
- Oversee the day-to-day operations of the TD Life and Health Support Services teams (Creditor Insurance Onboarding, Direct Life & Health Administration, Life & Health Claims Administration and Creditor Insurance Administration)
- Provide leadership and direction to four Team Managers, being accountable for meeting established Service and Quality requirements and maintaining partner relationships with operations teams
- Work closely with other TD Life & Health departments and Retail Banking teams.
- Developed strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Mentored junior team members for career advancement, fostering pipeline of future leaders within he organization.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Business Process Officer
TD Canada Trust (TD Insurance – Product Operations
07.2013 - 06.2017
- As a member of the Product Operations team at TD Insurance I am responsible for managing/leading project initiatives/process improvements that impacts sales & administration processes/FTE, analyzing product related processes, providing value added recommendations to consistently add value to customers, employees and shareholders to help grow insurance products throughout the bank, deliver training and communication to back offices and retail users
- Engage partners (Underwriting, Shared Services, Phone Channel, Product, Legal, Compliance, Marketing and Technology Support) when managing/leading initiatives to improve employee and customer experience.
- Spearheaded successful projects from conception through completion, showcasing strong project management abilities.
- Developed and implemented strategic plans to meet organizational goals, ensuring alignment with company objectives.
- Presented findings from process analyses to senior management, securing buy-in for recommended improvements and facilitating implementation efforts.
- Provided ongoing support to team members during transition periods following process updates, minimizing disruption and maintaining productivity levels.
- Assessed business processes and identified ways to boost improvement.
- Performed root-cause analysis on recurring issues within existing processes, identifying solutions that addressed underlying causes effectively.
- Implemented business intelligence solutions to increase operational efficiency.
- Coordinated testing efforts for proposed changes to ensure smooth integration into existing systems without compromising functionality or stability.
- Mapped processes to holistically examine business flow and identify improvement opportunities.
- Developed comprehensive documentation of current processes, enabling easier analysis for future enhancements.
- Identified opportunities for cost savings through streamlined processes while maintaining quality standards.
- Managed project timelines and deliverables associated with business process improvements, ensuring successful completion within established timeframes.
- Facilitated training sessions for employees on newly implemented processes, ensuring seamless adoption across the organization.
IT Test Specialist
TD Canada Trust (TD Insurance – Technology)
09.2011 - 06.2013
- As a member of the Technology team at TD Insurance I created, executed, and presented Business Acceptance test results to Project Executives, Project Sponsors, Project Managers, & Business Leads.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
- Built automated test scripts to handle repetitive software testing work.
- Improved software quality by designing and executing comprehensive test plans and cases.
- Collaborated with product owners to stay current on intended functionality.
- Managed end-to-end test cycles for comprehensive evaluation of system performance and functionality.
- Reported progress, test metrics and results to project stakeholders.
- Created successful test scripts to manage automated feature testing,
- Kept scripts and test cases updated with current requirements.
- Participated in requirements and used case reviews.
- Documented testing procedures for developers and future testing use.
- Designed, documented and executed test scenarios to identify software bugs.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Business Process Officer
TD Insurance – Customer Service Operations
05.2005 - 09.2011
- As a Business Process Officer within the Customer Service Operations team, I am responsible with assessing, recommending, developing, and implementing optimal process improvements and initiatives for nine business units that make up TDI's Life & Health customer service division
- I also collaborate with our partners (Finance, Product, Actuarial, and Technology Support) on larger scale projects to improve the employee and customer experience.
- Conducted root cause analyses to identify areas of opportunity for significant process enhancements.
- Conducted walk-through demonstrations of proposed process changes.
- Streamlined business processes by identifying inefficiencies and implementing targeted improvements.
- Established metrics to measure the success of implemented changes, enabling continuous refinement of business processes.
- Produced documentation outlining process improvement solutions.
- Collaborated with stakeholders to identify business needs and data sources.
- Oversaw the selection and implementation of software tools that streamlined workflow and improved overall operational efficiency.
- Maintained authoritative knowledge on change management techniques effective in improving processes without disrupting operations.
- Liaised with senior leadership to communicate progress updates and align process improvement initiatives with organizational goals.
- Created detailed documentation of all business processes, providing clear guidelines for employees and stakeholders.
- Worked effectively in fast-paced environments.
Lead Officer, New Business
TD Insurance – Customer Service
02.2004 - 05.2005
- Championed process improvements initiatives that led to increased productivity and reduced waste within the department.
- Promoted a culture of continuous improvement encouraging employees to suggest innovative ideas for better resource management practices.
Customer Service Representative
TD Insurance – Customer Service
11.2000 - 02.2004
- Trained new personnel regarding company operations, policies and services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
TD Canada Trust – Retail Banking
08.1999 - 02.2000
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Identified sales opportunities and referred customers to branch partners in financial services.
Education
Business Management Diploma -
Humber College
01.1998
Skills
- Leadership & Ownership
- Management
- Problem Solving
- Coaching
- Analytical
- Negotiation Skills
- Impact & Influencing
- Creative & Innovation
- Time Management
- Relationship Management
- Change Management
- Superior Customer Service
- Interpersonal and Communication
- Organizational and Time Management
- Knowledge of MS Office (Word, Excel, PowerPoint, Visio, MS Project)
- Lead Generation
- Strategic Planning
- Business Development
- Team Leadership
- Performance Tracking and Evaluation
- Team Development
- Idea Development and Brainstorming
- Cross-Functional Teamwork
- Policy Implementation
- Training and Development
- Process Improvement
- Employee Coaching and Mentoring
- Business Administration
- Operations Management
- Customer Service
- Performance Management
- Managing Operations and Efficiency
- Problem Resolution
Awards
- TD Bank Award of Excellence 2004
- Mega Star 2016
- Multiple recipients of Act for Impact
- Multiple recipients of Shining Star
Languages
English
Native or Bilingual
Timeline
Manager Life & Health Support Services
TD Canada Trust (TD Insurance – Support Services)
06.2017 - 06.2022
Business Process Officer
TD Canada Trust (TD Insurance – Product Operations
07.2013 - 06.2017
IT Test Specialist
TD Canada Trust (TD Insurance – Technology)
09.2011 - 06.2013
Business Process Officer
TD Insurance – Customer Service Operations
05.2005 - 09.2011
Lead Officer, New Business
TD Insurance – Customer Service
02.2004 - 05.2005
Customer Service Representative
TD Insurance – Customer Service
11.2000 - 02.2004
Customer Service Representative
TD Canada Trust – Retail Banking
08.1999 - 02.2000
Business Management Diploma -
Humber College
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