Darcel Uzelman
Edmonton,AB
Summary
Dedicated Contact Center Representative with a strong foundation in customer service roles, including Personal Banking Associate and Customer Experience Associate. Delivered exceptional service by demonstrating kindness and empathy while resolving customer inquiries. Committed to leveraging interpersonal and communication skills to contribute positively to team and enhance customer satisfaction.
Overview
14
14
years of professional experience
Work History
Contact Center Representative
TD Canada Trust
Edmonton, Alberta
01.2022 - 08.2026
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Processed estate documentation and Powers of Attorney requests with accuracy.
- Conducted personal assessments to provide tailored customer service experiences.
- Advised customers on bank products, services and financial planning options.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Devised targeted solutions for various customers and offered deposit, lending and investment services.
- Assisted customers with inquiries regarding banking products and services.
- Resolved customer complaints using effective communication and problem-solving skills.
- Educated clients on digital banking tools and online account management features.
- Handled sensitive information while adhering to privacy and security protocols.
- Followed up with customers after each interaction to ensure satisfaction.
- Performed troubleshooting and problem solving for customer issues.
- Clarified customer needs, identified suitable options, and recommended appropriate banking products and services.
Customer Experience Associate
TD Canada Trust
North Bay, ON
04.2012 - 07.2018
- Supported customers with product implementation and usage, ensuring timely and thorough responses to inquiries.
- Built open, welcoming relationships with customers by replying to messages promptly and personally.
- Accepted and processed payments, explained charges on customer bills and resolved complex billing issues.
- Utilized consultative selling techniques to educate and offer existing customers additional services to drive sales.
- Answered questions and informed customers of current sales and promotions.
- Resolved client inquiries with professionalism and enthusiasm. with exceptional professionalism and enthusiasm.
- Engaged customers with proactive strategies to identify needs and deliver tailored solutions.
Skills
- Opening accounts
- Payment processing
- Online banking management
- Account management
- Problem resolution
- Complaint resolution
- Call handling
- Customer service
- Exceptional client service
- Targeted solutions
- Product upselling
- Customer support
- Customer engagement
- Clear communication
- Attention to detail
- Teamwork and independence
- Customer empathy
- Call center operations
Accomplishments
Events Branch Co-oridnator.
Champions Club recipient 2018.
Personal Banking Associate mentor.
References
References available upon request.
Volunteer
References available upon request.
Timeline
Contact Center Representative
TD Canada Trust
01.2022 - 08.2026
Customer Experience Associate
TD Canada Trust
04.2012 - 07.2018