Carmen Jarjees

• Created and launched E-Learning Management System courses to train all TD Canada Trust colleagues on managing the customer experience and resolving complaints at the first point of contact (storyboard creation to final production)
• Created a nationwide, instructor lead, training program aimed to improve the branch customer experience and reduce complaints- resulted in 76% decrease of recorded complaints in the first quarter
• Contributed to the editing and creation of onboarding programs for leadership and entry-level roles
• Contributed to the storyboard creation of the first virtual reality training system in TD Canada Trust
• Conducted needs assessments to identify customer experience skill gaps and enhanced the Customer Experience Management Program, I created, every quarter with suitable training interventions. Resulting in a 47% increase in customer satisfaction scores
• Successfully created new processes aimed to better the customer experience and reduce colleague irritants reducing SLA by 3 business days. (Job-aids and system procedure updates)
• Created and facilitated regional training presentations to coach leadership teams on delivering an excellent customer experience and recovering from customer complaints
• Built first Contact Centre online coaching program for 150 employees
• Facilitated monthly training sessions for contact centre employees to present operating system enhancements
• Redesigned intranet Customer Problem Resolution landing page to increase tool adoption and better user experience

• Managed team of 20 colleagues
• Created and successfully implemented an action plan that led the team to exceed their sales goals within the first quarter
• Successfully strategized plan to ensure branch met customer experience metric after first quarter
• Oversaw all compliance and regulation- successfully passed audit
• Prepared a variety of different written communications, reports, and documents to ensure smooth operations
• Responsible for hiring entry-level positions in the district
• Resolved conflicts and negotiated mutually beneficial agreements between parties
• Interviewed, hired, managed, and developed staff, established and monitored goals, and conducted performance reviews

• Determined realistic treatment goals and adjusted steps based on client's progress
• Delivered mental health support for participants suffering from low moods, anxiety and depression
• Coached up to 60 individuals weekly over 6 month period using CBT
• Organized and properly handled sensitive and confidential client data to PIPEDA standards

Customer Experience Associate, Customer Experience Coordinator, Personal Banker

• Developed my customer service and sales experience.
• Managed fast-paced transactions and one one-on-one appointments to discuss clients' financial goals and recommend the right product or service to meet their needs