Crystal Paisley
Kars,ON
Summary
Extensive experience in customer assistance and operational roles, recognized for attention to detail and commitment to excellence. Achieved multiple quarterly awards and named League of Excellence Annual winner in 2017. Currently co-leading the Ottawa Women at TD Committee, focused on community impact and empowerment.
Overview
16
16
years of professional experience
Work History
Senior Operation Officer
TD Bank
Gloucester, Ontario
06.2019 - Current
- Executed coding and sanctioning of residual adjustments for accuracy.
- Managed APR and fee suppression to ensure compliance with regulations.
- Facilitated customer service adjustments to improve client support.
- Adhered to procedures for coding and dispatching approval settlement letters for new submissions.
- Approved settlements and dispatched completion letters.
- Utilized mail merge for accounts charged off.
- Finalized workflows and dispatched them to agents for execution.
- Delivered business updates on legal assessments and title searches.
Customer Assistance Account Specialist
TD Bank
Gloucester , ON
01.2009 - 05.2019
- Streamlined collections process, reducing delinquency stages from 5 days to 120 days.
- Achieved high collection rates through skip tracing, browsing, and bureau pulls.
- Managed inbound and outbound calls related to delinquency efficiently.
- Applied operating policies and procedures effectively in daily tasks.
- Delivered one-call resolution while ensuring exceptional customer experience.
- Contributed to business objectives focused on operational excellence and risk mitigation.
- Maintained top performance consistently, meeting all established metrics.
- Documented all account interactions thoroughly to enhance future customer assistance.
- MBNA and CUETS trained
Education
Medical Admin Diploma -
Mican Business College
OttawaHigh School Diploma -
South Carleton High School
Richmond, ONSkills
Strong attention to detail
Outstanding team contributor
Effective communicator
Excellent multitasker
Compassionate
Exceptional investigative ability
Accomplishments
- League of Excellence Annual winner for 2017
- Co- lead for Ottawa CA WAT Committee
- Reward and Recognition committee
- Received multiple quarterly awards
Timeline
Senior Operation Officer
TD Bank
06.2019 - Current
Customer Assistance Account Specialist
TD Bank
01.2009 - 05.2019
Medical Admin Diploma -
Mican Business College
High School Diploma -
South Carleton High School
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