Ashley Greenberg, MBA
Summary
Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
13
13
years of professional experience
1
1
Certification
Work History
IT Change Coordinator
Statistics Canada
10.2022 - Current
- Prepare Change Advisory Board (CAB) agenda by using JIRA and confluence
- Participate in the development, implementation, and update of IT change management plans, procedures and processes
- Deliver administrative services (e.g
- Managing email inboxes and calendars, coordinating meetings, business activities, documents and correspondence)
- Prepare communications to be sent across the department and other lines of businesses
- Shepherded change requests through process with appropriate documentation, schedule and cost oversight and facilitated request approval.
Senior Taxpayer Services Agent
Canada Revenue Agency
01.2022 - 10.2022
- Provide subject matter expertise and advice to Agency employees regarding the handling of complex enquiries and files
- Research, analyze, interpret, and provide explanations to taxpayers on legislation, related policies, directives, and procedures relating to the administration of the various acts administered by the Agency within the scope of the Business Window
- Interact with taxpayers and their representatives by telephone to analyze and resolve complex and specialized tax enquiries, complaints, and problems
- Analyze and resolve taxpayer requests including, but not limited to registrations, elections, and issues concerning the different legislative requirements under the Income Tax Act, the Excise Tax Act, and other legislation and policies
Program Coordinator
TD Bank Group
03.2021 - 01.2022
- Collaborated with other program coordinators to achieve consistency in program objectives and services.
- Developed and maintained relationships with external partners to facilitate program operations.
- Lead quarterly onboarding sessions and bi-monthly training seminars
- Analyzed program data by tracking and reporting program outcomes to identify areas of improvement.
- Kept program-related data accurate, up-to-date and easily accessible for accessibility.
Team Manager
TD Bank Group
05.2020 - 03.2021
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Delivered regular team meetings for aligned work towards common goals.
- Led employee relations through effective communication, coaching, training, and development.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Coordinated team collaboration to share ideas and build best practices.
Facilitator I
TD Bank Group
11.2018 - 05.2020
- Used diverse teaching materials and motivational approaches to reduce learning gaps and instruct students.
- Identified areas in need of improvement and implemented solutions.
- Facilitate timely, high quality, consistent, creative, leading edge learning solutions through multiple delivery approaches that positively impact business and TD metrics
- Actively support greater use of virtual and other technologies to create greater efficiency and learner access, particularly to more geographically remote business groups
- Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
- Contribute to a fair, positive and equitable environment that supports a diverse workforce
- Deliver learning solutions requiring conceptual and practical knowledge within their own specialty and knowledge of broader related areas, with minimum modulations
Contact Centre Agent
TD Bank Group
10.2017 - 11.2018
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Mitigated Risks and Losses
Tour Guide and Sales Manager
Busabout
05.2015 - 10.2016
- Communicated professionally with customers, answering questions and addressing concerns to boost satisfaction.
- Built personal relationships with guests to promote positive experiences.
- Foster relationships with vendors/partners
- Guided groups of up to 36 people on scheduled tours.
- Coordinate with an average of five other guides to ensure smooth transition into each day stop, dinners, and activities
- Provided suggestions and recommendations for activities, restaurants and accommodations to keep customers entertained after tour hours.
- Adapted to unexpected schedule changes by being flexible and adjusting itineraries to keep tours moving smoothly.
- Actively seek out and foster group business by going to travel agencies, travel events and post-secondary campus events
- Strengthen current relationships by offering incentives and keeping good relationships
- Maintain accurate records of sales; congratulate and acknowledge those sales representatives/agents to let them know we appreciate their business
- Host training sessions with travel agents (training over 200 agents on our product)
Retail Banking
TD Bank Group
08.2010 - 03.2015
- Welcomed customers warmly to meet banking service and transactional needs with seamless execution.
- Identified, marketed and recommended bank products and services to achieve individual sales.
- Reached out, generated appointments and built new relationships to grow business.
- Engaged customers in needs-based conversations to identify opportunities and address banking plans and credit card needs.
- Had Direct Reports from October 2014-March 2015
- Complied with regulatory, legal and ethical requirements to protect bank assets.
- Followed through on risk and compliance processes and policies to safeguard customer assets, maintain privacy and act in best interest.
Education
MBA - HR
University of Fredericton
2021
Human Resources Management Certificate -
Ryerson University
2014
BA Honours - History
York University
2010
Skills
- Training Development
- Change Management Expertise
- Team Leadership
- Organizational Skills
- Networking Abilities
- People Management
- Strategic Planning
- Time Management
- Relationship Building
- Performance Monitoring
- Customer Focus
- Project Coordination
Certification
ITIL4
Timeline
IT Change Coordinator
Statistics Canada
10.2022 - Current
Senior Taxpayer Services Agent
Canada Revenue Agency
01.2022 - 10.2022
Program Coordinator
TD Bank Group
03.2021 - 01.2022
Team Manager
TD Bank Group
05.2020 - 03.2021
Facilitator I
TD Bank Group
11.2018 - 05.2020
Contact Centre Agent
TD Bank Group
10.2017 - 11.2018
Tour Guide and Sales Manager
Busabout
05.2015 - 10.2016
Retail Banking
TD Bank Group
08.2010 - 03.2015
MBA - HR
University of Fredericton
Human Resources Management Certificate -
Ryerson University
BA Honours - History
York University