CELINE CELI-SANTANa
Woodbridge
Summary
Dedicated customer service professional with a strong commitment to fostering and maintaining professional relationships that enhance the overall client experience and drive positive business outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Officer
TD Vaughan Commercial Banking Centre
11.2023 - Current
- Communicated effectively with customers, managers and co-workers to maintain client relationships
- Responded to customer inquiries to provide information on bank accounts, policies, products and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Teacher Assistant
General Mercer Junior Public School
03.2016 - 06.2024
- Created warm and welcoming learning environment supporting emotional, academic and social growth and development
- Monitored children and continually modeled good decision-making
Personal Banker and Mutual Funds Representative
TD Bank
05.2022 - 10.2023
- Offered clients strategic advice across financial products and services to meet debt management, insurance coverage and investment needs
- Fielded regulatory inquiries, smoothly preparing and submitting reports, answering questions and investigating concerns
- Complied with corporate regulations, policies and procedures to maximize safety, security and overall trust in organization and employees
- Gathered and entered information for pre-approval and loan process, verifying complete and fully compliant loan disclosure packages
Personal Banking Advisor
TD Bank
02.2022 - 04.2022
- Reduced bank fraud with proactive customer monitoring and in-depth checks on suspicious transactions
- Called customers and prospects to promote bank, products and services
- Met and consistently exceeded individual sales, service and revenue goals by reviewing in-branch reports and identifying new opportunities
Lead Customer Experience Associate
TD Bank
06.2021 - 02.2022
- Performed tactical and strategic administrative support tasks for upper level employees
- Cultivated customer-centric atmosphere by efficiently addressing customer concerns and providing timely and accurate information
- Trained new customer service team members in company policies, procedures and service delivery standards
Customer Experience Associate & Secure Desk Operator
TD Bank
02.2020 - 06.2021
- Applied active listening and effective communication to cultivate and maintain customer rapport
- Assisted customers with processing transactions and resolving complaints
- Identified and managed cross-selling opportunities by providing updated and accurate knowledge of financial product and service offerings
Cabin Crew Member
WestJet
07.2018 - 03.2020
- Minimized disruptions with good conflict mediation skills, use of restraints and law enforcement involvement
- Addressed medical emergencies, rendering first aid and helping coordinate care for advanced concerns
Sales Specialist
Pandora
09.2016 - 06.2018
- Drove sales by building solid, trusting relationships with new and existing customers
- Reported on sales transactions and expenses accurately
- Exceeded sales objectives to capture new leads and customers
Legal Assistant
Verma Injury Lawyers
01.2015 - 08.2016
- Supported contract administration with document scanning, client updates and data management
- Served as administrative assistant by completing clerical, secretarial and administrative activities
- Generated subpoenas and updated case management system from returns
Education
Bachelor of Commerce Degree - International Business
Humber College
Toronto, ONSkills
- Faculty collaboration
- Regulatory compliance
- Client relations
- Pipeline management
- Relationship building
- Data analysis
Certification
- Investment Funds in Canada (IFC) - Canadian Securities Institute
- Personal Financial Services Advice Course Completion (PFSA) - Canadian Securities Institute
- Awareness training in Workplace Hazardous Material Information Systems (WHMIS)
- Awareness training in Customer Service Certified
- Workers Health and Safety Awareness Certified
- Mental Health First Aid - MHFA Certification
- Emergency First Aid CPR C + AED trained and Certified
Languages
Spanish
Native or Bilingual
French
Limited Working
Timeline
Customer Service Officer
TD Vaughan Commercial Banking Centre
11.2023 - Current
Personal Banker and Mutual Funds Representative
TD Bank
05.2022 - 10.2023
Personal Banking Advisor
TD Bank
02.2022 - 04.2022
Lead Customer Experience Associate
TD Bank
06.2021 - 02.2022
Customer Experience Associate & Secure Desk Operator
TD Bank
02.2020 - 06.2021
Cabin Crew Member
WestJet
07.2018 - 03.2020
Sales Specialist
Pandora
09.2016 - 06.2018
Teacher Assistant
General Mercer Junior Public School
03.2016 - 06.2024
Legal Assistant
Verma Injury Lawyers
01.2015 - 08.2016
Bachelor of Commerce Degree - International Business
Humber College
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