Donna Castillo

• Handle a high volume of inbound calls in a fast-paced, customer-focused call centre environment.
• Assist customers with day-to-day banking transactions, including account inquiries, bill payments, fund transfers, and e-banking services.
• Identify customer needs and provide tailored financial solutions by recommending TD products and services.
• Troubleshoot and resolve issues related to online banking, mobile apps, debit card transactions, and account security.
• Educate customers on TD’s digital banking platforms and self-service options to enhance their banking experience.
• Adhere to regulatory compliance, security protocols, and privacy policies while handling sensitive financial information.
• Maintain accurate records of customer interactions and service resolutions in the CRM system.
• Collaborate with internal departments to escalate and resolve complex banking inquiries.
• Uphold TD’s brand values by providing a personalized, empathetic, and solutions-focused customer experience.
• Assisted clients with banking inquiries to provide exceptional customer service.

Professional Experience

Senior Customer Service Advisor
Rogers Communications, Office of the President | Toronto, ON
2009 – 2023

• Managed high-level escalations, including fraud cases, contract negotiations, and multi-service disputes in a high-volume call centre.
• Assessed customer concerns, identified service issues, and effectively prioritized resolution strategies to ensure compliance with company policies.
• Collaborated with internal teams and external agencies to coordinate responses for customer-related emergencies and service disruptions.
• Maintained detailed records in various database systems, ensuring accuracy and compliance with regulatory standards.
• Provided guidance and mentorship to junior team members on handling complex customer inquiries and emergency situations.
• Key Skills & Responsibilities Relevant to Role
• Call Centre Operations: Extensive experience managing high call volumes, handling emergency response inquiries, and coordinating dispatch operations.
• Dispatch & Emergency Response: Familiar with triaging service requests, working with emergency services, and dispatching appropriate personnel.
• Animal Welfare Knowledge: Understanding of municipal by-laws related to animal services, knowledge of common dog/cat breeds, and urban wildlife interactions.
• Data & System Management: Proficient in Microsoft Office Suite, Chameleon, and other CRM systems for data tracking and reporting.
• Crisis Communication: Ability to remain calm under pressure, assess situations accurately, and provide clear guidance to the public and responders.
• Guided clients in decision-making processes, providing tailored advice to meet individual needs.