Bhumi Patel
Kelowna,BC
Summary
An outgoing Individual with demonstrated history of working in banking industry by providing customer service, sales, Leadership and goal-oriented performance. Currently looking for an opportunity to implement my enhanced skill set within the organization's growth and personal development.
Overview
4
4
years of professional experience
Work History
Manager of Customer Experience
Toronto-Dominion Bank
09.2022 - Current
- Mentored a team in achieving operational excellence, and personal development objectives.
- Meet customer demands and compliance requirements by maintaining employee scheduling and ensuring all policies, procedures and guidelines of conduct are followed
- Support the staff in resolving complaints as per customer problem resolution guidelines.
- Coach the team on advice-giving and customer conversation to ensure legendary experience.
- Lead a high performing team by providing ongoing performance feedback and ensuring their performance management activities are undertaken and completed
- Help build a fair, positive and equitable environment by promoting team effectiveness, maintaining a positive attitude and improving knowledge of emerging industry trends and programs constantly
- Worked well in a team setting, providing support and guidance.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Developed and maintained courteous and effective working relationships.
Personal Banking Associate
Toronto-Dominion Bank
08.2021 - 09.2022
- Understood Client’s initial need and provided with elevated advice
- Ensuring the Client’s understand and is comfortable with making a financial decision on their own
- Emerging referrals for business partners for extended services to clients
- Participated in timely and accurate manner for completion of business procedure
- Involving in preparation and being part of community events for the organization.
- Educated customers on features and benefits of banking products and services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Evaluated client financial positions and identified most appropriate banking products.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
Customer Experience Associate
Toronto-Dominion Bank
11.2020 - 08.2021
- Delivered exceptional customer service by understanding customer’s initial need
- Processed Financial Transaction as per the required procedures and codes of organizations
- Resolved customer concerns and queries and provided with the best solutions
- Excelled in achieving the goals and task assigned by following organizations learning models.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Documented customer interactions in internal database to maintain customer service history details.
- Asked customers questions to determine, verify and solve common problems.
- Maintained up-to-date knowledge of product and service changes.
Student Mentor
Kwantlen Polytechnic University
06.2020 - 11.2020
- Offered stability and positive reinforcement in student lives to build strong rapport and trust with students
- Educated students of available resources around campus
- Delivered supportive and knowledgeable counseling to students with academic or personal concerns.
- Advocated for students to access available resources.
- Provided resources to support students in achieving career goals.
- Assisted students in exploring and selecting options available on campus.
- Advised students on educational, career and social opportunities.
- Monitored progress throug meetings to drive successful outcomes.
- Developed and implemented individualized plans for students.
Education
Post-baccalaureate diploma - Technical Management And Services
Kwantlen Polytechnic University
05.2020
Bachelors - Biotechnology
Gujarat University
05.2018
Skills
- Leadership
- Excellent listener
- Outgoing, courteous, and service-oriented
- Positive Thinker
- Trouble-Shooting Problems
- People-person
Websites
Timeline
Manager of Customer Experience
Toronto-Dominion Bank
09.2022 - Current
Personal Banking Associate
Toronto-Dominion Bank
08.2021 - 09.2022
Customer Experience Associate
Toronto-Dominion Bank
11.2020 - 08.2021
Student Mentor
Kwantlen Polytechnic University
06.2020 - 11.2020
Post-baccalaureate diploma - Technical Management And Services
Kwantlen Polytechnic University
Bachelors - Biotechnology
Gujarat University
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