Dennira Thompson
Toronto,Canada
Summary
Strong background in client services and proven ability to enhance customer satisfaction. Demonstrated success in resolving client issues and maintaining long-term relationships. Skilled in communication and problem-solving, ensuring seamless client experience.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Client Service Representative
Canada Life
09.2023 - Current
- Provided timely responses to client inquiries regarding account management and service issues.
- Collaborated with team members to streamline processes and improve client service efficiency.
- Utilized problem-solving skills to address and resolve client concerns effectively.
- Educated clients about available services and product features to enhance their experience.
- Processed client transactions accurately, maintaining adherence to established procedures.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
- Participated in ongoing training sessions to stay current on industry trends and best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Cash Management Service Officer
TD Canada Trust
12.2021 - Current
- Initiate and Complete set up's for Wire Payment, Payments and Transfers, Electronic Funds Transfer, Tax Payment & Filing, Remote Deposit Capture Services for our Commercial and Corporate clients.
- Assist and train clients on Wire Payment, Payments and Transfer, Electronic Funds Transfer, Tax Payment & Filing, Remote Deposit Capture Services.
- Ability to collaborate in teams and work independently to complete requested tasks within the Service Level Agreement.
- Ability to Work From Home in an efficient manner with all necessary equipment required.
- Recommend strategies with clients to help reduce costs associated with cash management products.
- Develop effective relationships with other partners, clients and colleagues.
- Utilize problem solving skills to identify and resolve any problems clients may have.
- Responsible to meet monthly, quarterly and annual goals.
- Ensure legendary customer service is provided in each client interaction.
- Respond to clients requests or inquiries in a timely manner.
- Investigate client payment issues and implemented solutions as needed.
- Knowledge of financial regulations to ensure compliance with internal and external controls.
- Developed in-depth understanding of cash management policies and procedures.
- Actively participate in training sessions regarding best practices in Cash Management.
- Ability to work in a fast- paced environment.
Financial Advisor
TD Canada Trust
02.2018 - 12.2021
- Developed custom financial strategies for clients to help them reach their long-term financial goals.
- Facilitated communication between clients and other professionals involved in managing their finances.
- Assisted clients with diverse, complex and a variety of credit applications.
- Responsible for meeting monthly, quarterly and annual targets.
- Educated clients about the importance of diversification when investing across multiple asset classes.
- Responsible for opening and closing the branch while adhering to compliance procedures and policies.
- Developed financial plans for clients to ensure their long-term financial stability and growth.
- Ensured exceptional customer experience in interactions.
- Established relationships with internal partners to build business and refer clients to the best partner.
- Make out bound and take in bound calls to generate business and gain prospects for business.
- Assisted branch colleagues in different areas where support is needed.
- Respond to clients requests and enquiries in a timely manner.
- Drafted various documents such as power of attorneys trusts and in accordance to province laws and regulations.
- Generated customized portfolio reviews for each client according to their specific objectives.
- Participated on branch committee teams to help with team rapport.
- Assisted in opening personal and small business account for clients.
- Advised clients on investment strategies that best suited their individual needs and goals.
- Explained financial concepts in a clear and concise manner to clients.
- Ensured to stay informed of investment products, industry rules, regulations, and financial planning to maximize job performance.
- Evaluated clients current financial position, including income, insurance coverage, tax status and investments.
- Identified financial needs of customers through effective questioning and listening techniques.
Personal Banking Associate
TD Canada Trust
08.2016 - 02.2018
- Educated customers about online banking features such as bill payment services, international transfers.
- Opened personal and small business accounts accounts for clients.
- Develop effective relationships with other partners, clients and colleagues.
- Recognized suspicious activities within the branch that indicate money laundering attempts, fraud, a branch loss or any other activity not permitted by the bank.
- Make proactive phone calls to identify potential client and prospects.
- Researched and resolved discrepancies between customer accounts and bank records.
- Responsible for responding to client requests and inquiries in a timely manner.
- Show initiative and willingness to assist customers with their financial needs.
- Provided legendary customer experience in customer interactions.
- Ability to handle customer complaints in a professional and timely manner.
- Processed wire transfers in accordance with bank guidelines and federal regulations.
- Adhered to AML/KYC compliance procedures and policies.
- Processed loan and credit card applications, including verifying income and creditworthiness of applicants.
- Provided training for new employees on various aspects of personal banking processes.
- Responsible to meet monthly, quarterly and annual goals.
- Identified opportunities to cross-sell additional products or services to customers.
- Responsible for opening and closing the branch and adhering to compliance policies and procedures.
- Developed an in-depth understanding of the bank's products and services to assist customers with their financial needs.
- Joined branch committee groups to assemble team building activities and rapport.
Customer Experience Associate
TD Canada Trust
11.2014 - 08.2016
- Guided customers in selecting appropriate financial products for individual needs.
- Balanced cash drawer and maintained full accountability for assigned cash on hand.
- Greeted customers with professionalism and friendly and courteous demeanor.
- Adhered to strict compliance standards for banking regulations such as KYC and AML policies.
- Assisted management in bank opening and closing procedures.
- Processed deposits, withdrawals, transfers, loan payments and other transactions accurately and efficiently.
- Involved supervisors if transactions were over authority limits or exceptionally complex.
- Issued cashier's checks, bank checks, money orders and traveler's checks.
- Adhered to security and regulatory requirements surrounding financial transactions.
- Drafted currency and transaction reports at close of each business day.
- Supported exceptional customer service with prompt acknowledgment and accurate account services.
- Responded to banking inquiries and requests from customers.
- Supported customer confidentiality and security with stringent discretion.
- Kept work station neat, clean and well stocked with supplies and brochure materials.
Shift Manager/Key Holder
McDonalds
05.2011 - 11.2014
- Maintained accurate records of transactions such as sales reports, deposits slips, invoices.
- Carried out daily administrative tasks including payroll processing, timekeeping management.
- Exercised sound judgement when making decisions in high pressure situations.
- Inspected equipment regularly for proper functioning in order to reduce downtime during peak hours.
- Ensured appropriate stock levels were maintained throughout the shift by conducting inventory checks.
- Monitored employee performance and provided feedback as needed to improve job performance.
- Implemented daily checklists to maintain store standards and quality assurance.
- Demonstrated excellent communication skills in order to effectively lead a diverse team of associates.
- Resolved conflicts between staff members using mediation techniques and providing constructive criticism.
- Utilized problem solving skills to quickly resolve customer complaints or inquiries.
- Assigned tasks and delegated responsibilities among team members based on individual strengths.
- Developed strong working relationships with co-workers to ensure smooth shift operations.
- Responsible for cash pick up's and deposit drop off's to the bank.
- Provided excellent customer service by anticipating customer needs and responding promptly.
- Managed all cash register functions including opening and closing registers and balancing drawers.
- Mentored and trained new employees on shift operations, policies, and procedures.
Cashier
McDonalds
09.2009 - 05.2011
- Operated cash register and accurately processed payments, returns, and exchanges.
- Provided efficient and courteous service to customers.
- Performed opening and closing procedures, such as restocking, organizing and cleaning.
- Operated the POS system efficiently to ensure accurate transactions.
- Utilized problem solving skills to effectively handle difficult situations.
- Ensured compliance with all company policies related to cash handling procedures.
- Maintained inventory and store visual presentation to meet customer needs.
- Provided customers with product information and responded to inquiries courteously and promptly.
- Maintained cleanliness of the checkout area by cleaning counters, shelves and windows.
- Kept up-to-date on new products, services, promotions, and pricing structures.
- Resolved customer complaints professionally in accordance with company policy.
- Assisted with training and mentoring new team members.
- Cross-trained colleagues on proper use of POS systems for efficient checkout times.
- Followed safety standards for handling hazardous materials such as chemicals or cleaning products.
Education
Certification in Market Investments -
Investment Funds in Canada
Toronto, Ontario04.2017
Bachelor of Arts (BA) - Psychology
Saint Mary's University
Halifax, Nova Scotia06.2016
High School Diploma - undefined
Cole Harbour District High School
Dartmouth, Nova Scotia06.2012
Skills
- Quick adapting to and learning new skills and environment
- Intermediate french speaking skills
- Building Customer Relationships
- Great with multi-tasking
- Financial Knowledge
- Great with client interactions
- Office Organization
- Works well in fast paced environments
- Management skills
- Customer Service skills
- Attention to detail
- Critical Thinking
LANGUAGES
French
Limited Working
Certification
St. John Ambulance
AWARDS
TD Champions Award Recipient - 2018
Timeline
Client Service Representative
Canada Life
09.2023 - Current
Cash Management Service Officer
TD Canada Trust
12.2021 - Current
Financial Advisor
TD Canada Trust
02.2018 - 12.2021
Personal Banking Associate
TD Canada Trust
08.2016 - 02.2018
Customer Experience Associate
TD Canada Trust
11.2014 - 08.2016
Shift Manager/Key Holder
McDonalds
05.2011 - 11.2014
Cashier
McDonalds
09.2009 - 05.2011
Bachelor of Arts (BA) - Psychology
Saint Mary's University
High School Diploma - undefined
Cole Harbour District High School
Certification in Market Investments -
Investment Funds in Canada