Brendon Ignatius Monteiro
Scarborough,Canada
Summary
Highly skilled professional with a strong background in customer service and financial expertise, offering valuable advice. Committed to utilizing exceptional skills to contribute to the growth and success of the organization. Demonstrated track record of delivering outstanding service and consistently exceeding customer expectations. Dedicated to ensuring customer satisfaction and fostering strong relationships. Possessing a keen eye for detail, adept at analyzing financial data, and providing strategic recommendations to drive business performance.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Team Manager
TD Canada Trust
02.2022 - Current
- Scheduling support to ensure we meet customer demands
- Effectively manage Contact Center Representatives to achieve high moral and excellence in customer service
- Increasing business results through daily coaching and biweekly meetings
- Achieve business objectives by executing business plan, Epic award winner
- Change management
- Technical expertise to ensure smooth NACO operations
Capabilities coach
TD Canada Trust
11.2020 - 02.2021
- Onboard and coach new frontline colleagues in understanding and delivering day-to-day processes, transactions, advice and activities to deliver exceptional customer experiences
- Share and promote product knowledge to support new colleagues with learning TDs full suite of products, opportunities, services and banking capabilities
- Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge sharing within the team and business unit
- Demonstrate leadership in handling every day issues effectively and ensuring all Customer needs are handled appropriately by following resolution guidelines
- Provide a professional and supportive new colleague experience adhering to governance, policy and/or regulatory guidelines
Telephone Banking Specialist
TD Canada Trust
10.2018 - 11.2020
- Providing exceptional customer service to our incoming call centre clients
- Contributing to the team by identifying all sales opportunities to retain and grow business through the ability to advise and offer clients a full range of products and services to meet their needs via the telephone
- Enhancing the customer experience by providing high quality service at every interaction and ensuring customer concerns are being handled appropriately, while working in a dynamic fast pace environment
- Adhering to both professional practices and standards, and the TD Canada Trust processes and controls to achieve operational excellence
- Meeting monthly Advice, Customer Service, Productivity and Compliance targets
Assistant Manager
SBI (State Bank of India) Funds Management Private Limited
09.2017 - 07.2018
- Providing the support required by SBI branches to mobilize Mutual Funds business, servicing existing customers’ requirements, and converting leads into business
- Training staff at various SBI branches by imparting product knowledge, and promoting the use of digital platforms for new investments
- Organizing business development activities (SIP campaigns/product training) at branches, and identifying areas to generate potential business
- Arranging meetings with Investors to explain and pitch products to fulfill clients’ needs
- Interacting, dealing with, and building long-term relationships with clients
Assistant Manager
HDFC (Housing Development Finance Corporation) Limited
04.2016 - 07.2017
- Meeting and interacting with retail customers, assessing their credit worthiness, identifying their specific needs and suggesting optimal solutions
- Processing loans, creating and retaining quality portfolio through counseling, process improvement and risk management
- Commitment to external and internal customers through effective communication, there by adding value to customers and HDFC
Senior Operations Executive
Janalakshmi Financial Services Limited
06.2014 - 03.2016
- Ensuring the smooth functioning and adherence of basic banking processes at all branches
- Ensuring on time General Ledger (GL) Reconciliation of Branches
- Conducting periodic reviews and/or audits to ensure compliance with approved procedures
- Identifying compliance issues that require follow-up or further investigation
- Maintaining all required audit and compliance activity reports and documentation
Customer Service Assistant
Jet Airways India Limited
04.2011 - 07.2012
- Preparing and opening check-in desks conforming with airline requirements
- Greeting and dealing with passenger enquiries
- Checking tickets and passports, issuing seat numbers, boarding passes and luggage labels
- Weighing passenger luggage and calculating excess baggage charges, if any
- Ensuring that passengers and baggage board the correct aircraft
- Dealing with international to domestic transfers
Education
Masters of Management Studies -
St. Francis Institute of Management and Research
01.2014
Bachelor of Commerce -
St. Andrew’s College of Arts, Science & Commerce
01.2011
Computerised Accounting & Office Automation -
Maharashtra State Board of Vocational Examinations
01.2009
Secondary School Certificate -
St. Francis d’Assisi High School
01.2006
Skills
- Customer focus
- Employee scheduling
- Influencing skills
- Staff development
Accomplishments
- My Summer Project was shortlisted for inter-collegiate Summer Project Competition and was presented before Top Corporate Functional experts.
Extra-Curricular Activities
Participated in 'Summer Excellence', inter-collegiate Summer Project competition (2013). Participated in Stock Mind (Mock Stock Trading) organized by ICICI Direct (2013). Part of 'FINATICS', Finance Association at SFIMAR (2012-2014). Coordinator for Path & Anveshi (International Research seminar and paper presentation Contest) at SFIMAR (2013).
Languages
English
Native or Bilingual
Hindi
Professional Working
Certification
Computerised Accounting & Office Automation, Maharashtra State Board of Vocational Examinations
Quarterly Epic Award
Epic Award winner -Q4 2023
Awards and Recognitions
Issued by TD Canada Trust
- Epic Award winner -Q4 2023
- Coach of the month winner- November 2021
- Brilliant Basics Award Winner- August 2020
- Annual Bravo Award Winner- 2020
- 3 time Quarterly Bravo Winner- Q1, Q2 & Q4 2020
SUMMER XCELLENCE ( intra-collegiate Summer Project Competition 2013)
Issued by St. Francis Institute of Management and Research
My Summer Project was shortlisted for intra-collegiate Summer Project Competition and was presented before Corporate Functional experts.
Timeline
Team Manager
TD Canada Trust
02.2022 - Current
Capabilities coach
TD Canada Trust
11.2020 - 02.2021
Telephone Banking Specialist
TD Canada Trust
10.2018 - 11.2020
Assistant Manager
SBI (State Bank of India) Funds Management Private Limited
09.2017 - 07.2018
Assistant Manager
HDFC (Housing Development Finance Corporation) Limited
04.2016 - 07.2017
Senior Operations Executive
Janalakshmi Financial Services Limited
06.2014 - 03.2016
Customer Service Assistant
Jet Airways India Limited
04.2011 - 07.2012
Bachelor of Commerce -
St. Andrew’s College of Arts, Science & Commerce
Computerised Accounting & Office Automation -
Maharashtra State Board of Vocational Examinations
Secondary School Certificate -
St. Francis d’Assisi High School
Masters of Management Studies -
St. Francis Institute of Management and Research
Similar Profiles
Alessandro PompiliAlessandro Pompili
Manager Life & Health Support Services at TD Canada Trust (TD Insurance – Support Services)Manager Life & Health Support Services at TD Canada Trust (TD Insurance – Support Services)
Abhilash NyatiAbhilash Nyati
Personal Banker at TD Bank Group - TD Canada TrustPersonal Banker at TD Bank Group - TD Canada Trust
Vedansh VyasVedansh Vyas
Personal Banking Associate at TD Canada Trust (TD Bank)Personal Banking Associate at TD Canada Trust (TD Bank)
Lu ZhangLu Zhang
Personal Banking Associate at TD Canada TrustPersonal Banking Associate at TD Canada Trust
Dahami SamarathungaDahami Samarathunga
Assistant Manager at Forest Hill FarmhouseAssistant Manager at Forest Hill Farmhouse