Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline
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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 York

Post-Graduate Certificate - Adult Training

Seneca College of Applied Arts And Technology
North York

No 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
Chantelle Carson