Carrie Peng
Milton
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
17
17
years of professional experience
Work History
Operations Analyst
TD Securities
06.2014 - 06.2023
- Responsible for day-to-day Global banking operations
- Servicing banking clients on their day-to-day operations tasks.
- Ensuring banking daily operations meets all time sensitive targets and goals.
- Managing all inbound and outbound communications via emails, phones, etc. to ensure all requests are handled in a timely manner.
Lead Operation Officer
TD Securities - Message Filter Group
02.2010 - 03.2014
- Managed daily inbound/outbound customer transactions to ensure compliance with Anti-Money Laundering policies and procedures.
- Developed training materials to enhance staff performance and operational efficiency.
- Streamlined workflow processes, resulting in increased productivity and reduced downtime.
- Led cross-functional teams to implement strategic initiatives and improve service delivery.
Customer Service Representative
TD Canada Trust
02.2006 - 02.2008
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Greeting customers at the teller and assisting them with their banking needs.
- Managed escalated issues with professionalism, ensuring timely resolutions.
- Developed and maintained comprehensive knowledge of product offerings.
Education
Ontario Advanced College Diploma - Marketing Administration
Seneca College of Applied Arts And Technology
04-2006
Skills
- Customer Service
- Multitasking
- Telephone Etiquette
- Scheduling
- Microsoft Office
- Data Entry
- Time Management
- Problem-Solving
Languages
English
Mandarin
Cantonese
Timeline
Operations Analyst
TD Securities
06.2014 - 06.2023
Lead Operation Officer
TD Securities - Message Filter Group
02.2010 - 03.2014
Customer Service Representative
TD Canada Trust
02.2006 - 02.2008
Ontario Advanced College Diploma - Marketing Administration
Seneca College of Applied Arts And Technology