Chantelle Carson
Ajax,ON
Summary
With a proven track record at TD Bank, I excel in team leadership, planning, organizational skills, and customer service, enhancing staff performance and client satisfaction. Capitalizing on my time management and decision-making skills, I've significantly boosted operational efficiency and employee morale, demonstrating a commitment to excellence and relationship building.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Manger of Customer Service
TD Bank
01.2013 - Current
- Managed day-to-day schedules for operational staff.
- Supervised front line staff.
- Executed the opening and closing procedures for the branch consistently.
- Facilitated training initiatives enhancing the skills of newly hired employees.
- Evaluated the work of front line personnel through comprehensive reviews.
- Addressed and settled customer concerns, adhering to regulatory guidelines.
- Implemented strategies to mitigate fraudulent activities.
- Ensured branch operations were supported with adequate cash supply.
- Maintained enforcement of established security guidelines.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Secure Desk Operator
TD Bank
01.2009 - 01.2013
- Counted and verified all cash deposits dropped into the secure desk by front line staff.
- Performed complete set of operational tasks for secure desk initiation and closure.
- Ensured secure desk balance at day's end.
- Conducted thorough analysis to identify discrepancies when secure desk failed to balance.
- Performed loading and unloading of cash into branch ATMs.
- Conducted preparation of cash, foreign currency, and coin shipments for approval.
- Organized cash, foreign currency, and coin orders for authorization.
- Ensured security procedures and protocols compliance for secure desk during shift.
CRC
TD Bank
01.2007 - 01.2009
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked effectively in fast-paced environments.
- Made appointments for clients ensuring that enough time was allotted for each appointment.
- Directed customers to the correct area for their need.
- Issued new bank cards and provided pin number for visas and bank cards
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
Customer Service Representative
TD Bank
04.2001 - 01.2007
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Enter all customer transactions accurately and efficiently.
- Knowledgeable in processing mortgage/ loan payments, wire transfers, GIC investments, bill payments, transfers, cash deposits and withdrawals.
Bank Teller
TD Bank
02.1997 - 04.2001
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, loans , line of credits and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Learned about customer's financial needs, established trust, and optimized sales opportunities.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Enhanced branch sales through cross-selling bank products and services to customers.
- Placed orders for customer checks and verified starting numbers.
Social Services Worker
Streetlink
05.1996 - 02.1997
- Conducted comprehensive assessments to identify clients'' needs and determine appropriate services.
- Maintained accurate and up-to-date case files, ensuring compliance with agency guidelines and state regulations.
- Improved client outcomes by developing and implementing individualized case plans.
- Developed strong rapport with clients by demonstrating active listening skills and empathetic understanding of their circumstances.
- Operated life skills group with a co-worker to assist inmates in the outside world.
- Adhere to all security procedures.
Social Services Worker
Children's Wish Foundation Canada
12.1995 - 05.1996
- Supporting local families in crisis by advocating for their child's wish.
- Making connections with businesses, people to help assist in making a child's dream come true.
- Connect families with supports for counseling, and referral services.
- Developing strong rapport,s with families in fostering trust and guidance.
- Spearheaded volunteer recruitment efforts to assist in fundraising events.
- Planned and implemented fundraising events.
- Established strategic partnerships with local businesses to secure sponsorships and in-kind donations.
Education
Bachelor of Arts - Sociology
York University
Toronto, Diploma - Social Services
Seneca College of Applied Arts And Technology
North York, Diploma - Human Resources Management
Seneca College of Applied Arts And Technology
North YorkPost-Graduate Certificate - Adult Training
Seneca College of Applied Arts And Technology
North YorkNo Degree - Customer Service
Td Bank
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Staff training and development
- Staff management
- Relationship building
Accomplishments
- Supervised team of 10 staff members.
- Documented and resolved customer service complains which led to resolutions.
- Achieved branch sales goals through effectively helping with educating front line staff on product knowledge.
- Achieved reduction in branch losses by completing in depth inquiries on customers with accuracy and efficiency that are withdrawing or depositing over front line cash limit.
- Achieved a decrease in fraudulent activity through effectively helping with educating front line staff on fraud and the latest fraudulent schemes.
Languages
English
Native or Bilingual
Certification
- CPR/AED Certification St. John's Ambulance
- First Aid Certification St.John Ambulance
- Anti-Money Laundering certificate
- Fraud prevention certificate
Timeline
Manger of Customer Service
TD Bank
01.2013 - Current
Secure Desk Operator
TD Bank
01.2009 - 01.2013
CRC
TD Bank
01.2007 - 01.2009
Customer Service Representative
TD Bank
04.2001 - 01.2007
Bank Teller
TD Bank
02.1997 - 04.2001
Social Services Worker
Streetlink
05.1996 - 02.1997
Social Services Worker
Children's Wish Foundation Canada
12.1995 - 05.1996
Bachelor of Arts - Sociology
York University
Diploma - Social Services
Seneca College of Applied Arts And Technology
Diploma - Human Resources Management
Seneca College of Applied Arts And Technology
Post-Graduate Certificate - Adult Training
Seneca College of Applied Arts And Technology
No Degree - Customer Service
Td Bank