Summary
Work History
Education
Skills
Languages
Timeline
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Carla Fernandes

Elmira

Summary

A dedicated and self-driven professional, I bring a wealth of financial industry experience from retail banking, brokerage operations, to brokerage technology services. I have a strong understanding of internal banking systems, policies, procedures, and processes. In accordance with strategic thinking and hands on experience, I strive to deliver impactful solutions and enhance organizational performance.

Work History

Senior Quality Engineer I I

TD Waterhouse; Customer Platform & Enterprise Technology
2022 - 2025
  • Led a team of Quality Engineers through multiple initiatives ranging from small to large to enhance product reliability and customer satisfaction.
  • Strong knowledge of test strategy development, test planning, defect reporting, test case design and execution for initiatives ranging from moderate to high complexity.
  • Hands on experience in Functional, System, Integration, End to End, Performance, Stress/Load and User Acceptance Testing.
  • Proficient in Testing methodologies, such as Agile/SCRUM, and Waterfall.
  • Conducted root cause analysis on critical issues, recommending solutions to prevent recurrence.
  • Established quality metrics and reporting systems to monitor compliance with industry standards.
  • Mentored junior engineers on best practices in quality control and testing methodologies.

Test/Quality Engineer I

TD Waterhouse; Customer Platform & Enterprise Technology
2018 - 2022
  • Strong analytical skills, ability to research, design, document and execute test cases that are appropriate to the specific application (s).
  • Collaborated with cross functional teams, as well as external vendors to trouble shoot defects, advocating for necessary enhancements that improve system usability.
  • Contributed to root cause analysis with software developers to determine core reason for failures and errors.

Analyst, Managed Account Support

TD Waterhouse Wealth Management; Operations
2007 - 2018
  • Canada wide support team for TD Wealth Discretionary Managed platform, that provides daily operational oversight.
  • Expertise in analyzing individual account discrepancies resulting from multiple operational and front office errors such as, trading error, gain / loss analysis, account fee discrepancies analysis, to name a few.
  • Proficient in root cause analysis to identify operational gaps, bringing forward recommendations and solutions for process improvements.
  • Analyzed complex data sets to identify inconsistencies between internal operational systems.
  • Developed daily reporting for the front office to facilitate the daily production of the discretionary managed platform.
  • Led training sessions to both internal and external business partners for education purposes. Acted as a subject matter expert on the discretionary managed platform.

Registered Plans Administrator

TD Waterhouse Wealth Management; Operations
2000 - 2007
  • Required maintaining sound knowledge of Government Regulated RRSP, RESP, SDRSP MTG rules on both a Federal and Provincial basis.
  • Execute routine RRSP, RESP, SDRSP MTG tasks, (e.g. Contributions, SWAPS, De-registrations, RESP Grant allocation, RESP reporting to Revenue Canada-HRDC program, SDRSP Mortgage Discharge statements, to name a few) keeping withing relevant service level agreements.
  • Trained and mentored junior staff on operational best practices and effective use of operational systems.
  • Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.

Transfer Service Officer

TD Waterhouse Wealth Management; Operations
1996 - 2000
  • Overseeing the internal and external Transfer process from inception to completion, ensuring a high level of service, support and accuracy.
  • Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.

Customer Service Officer; Retail Banking

Toronto Dominion Bank
1992 - 1996
  • Responsible for various accounting and clerical duties at a high-volume retail branch while delivering exceptional customer service.
  • Supporting client requests for banking services, including executing banking transactions, as well as resolving customer enquiries.
  • Identify customer needs, and provide guidance regarding financial solutions through cross selling of Bank products and services that are in the best interest to the client.

Education

Associate of Arts -

Central Technical Institute of Applied Arts And Technology

High School Diploma -

Central Technical Institute of Applied Arts And Technology

Udemy
01-2024

Skills

  • Strong analytical skills
  • Cross-functional teamwork
  • Customer service
  • Multitasking and organization
  • Relationship building
  • Failure investigation and analysis
  • Risk mitigation
  • Process mapping
  • Fluent in written and spoken Portuguese

Languages

Portuguese

Timeline

Senior Quality Engineer I I

TD Waterhouse; Customer Platform & Enterprise Technology
2022 - 2025

Test/Quality Engineer I

TD Waterhouse; Customer Platform & Enterprise Technology
2018 - 2022

Analyst, Managed Account Support

TD Waterhouse Wealth Management; Operations
2007 - 2018

Registered Plans Administrator

TD Waterhouse Wealth Management; Operations
2000 - 2007

Transfer Service Officer

TD Waterhouse Wealth Management; Operations
1996 - 2000

Customer Service Officer; Retail Banking

Toronto Dominion Bank
1992 - 1996

Associate of Arts -

Central Technical Institute of Applied Arts And Technology

High School Diploma -

Central Technical Institute of Applied Arts And Technology

Udemy

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Carla Fernandes