DONNETTE KNIGHT
PICKERING,ON
Summary
Dedicated Customer Experience Associate bringing top-notch skills in banking, cash handling, communication, active listening and problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Organized, dependable and hardworking individual with a positive attitude. Looking forward to this new challenge as it will allow me to utilize my interpersonal, time management and problem-solving skills in line with the department guidelines.
Overview
7
7
years of professional experience
Work History
Lead Customer Experience Associate
TD CANADA TRUST
06.2022 - Current
- Asked customers questions to determine, verify and solve common problems.
- Adhere to our Operational Excellence, processing transaction correctly and in a timely manner to reduce costs that results from errors.
- Looked for additional ways to expand products to customers by upselling new products and services and asking questing to make sure the product or service aligns with their needs.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new Tellers regarding company operations, policies and services.
- Responsible for maintaining the branch inventory of Canadian Dollars, US Dollars, Euro, GBP and MXN ordering/shipping out as needed.
- Ensuring our Cash Recycling Units have enough money on a daily basis to maintain Legendary service to customers
- Monitor coin level as well so as to meet the needs of our customers especially our Small Business Customers. Making sure to have adequate amounts to serve everyone.
- Also sells and delivers Precious Metals to customers.
- Manages 7 CEA's in Manager's absence
- Educated customers about billing, payment processing, digital banking and support policies and procedures
Lead Customer Experience Associate
TD CANADA TRUST
10.2017 - 06.2022
- Follow department procedure for Customer Problem Resolution (CPR)
- Adhere to Operational Excellence, processing transaction correctly and on a timely manner to reduce costs that results from errors.
- Looked for additional ways to meet customer's needs customers by upselling new products and services and asking questing to make sure the product or service aligns with the customer needs.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new Tellers regarding company operations, policies and services.
- Responsible for maintaining the branch inventory of Canadian Dollars, US Dollars, Euro, GBP and MXN ordering/shipping out as needed.
- Ensuring the Cash Recycling Unit has enough money on a daily basis to maintain Legendary service to customers
- Monitor coin level as well so as to meet the needs of our customers especially our Small Business Customers. Making sure to have adequate amounts to serve everyone.
- Also sells and delivers Precious Metals to customers.
RESOURCE OFFICER (Easy Line)
TD Bank Group
01.2017 - 09.2017
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed customer account discrepancies and concerns.
- Escalated complicated customer account issues to the Customer Cares
- Assist customers with submitting Fraud claims, form completion (FATCA), and mortgage enquiries
- Answered up to about 50 incoming calls per shift, in the Call Center.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Mutual Funds ( IFIC)
Institute Of Canadian Bankers
Toronto, ON11.2008
Skills
- Financial Transactions
- Ability to Be Flexible
- Special Assignments
- Cash Services
- Customer Problem Resolution
- Team Player
- Regulatory Compliance
- High-Volume Environments
- Maintaining Clean Work Areas
- Client Needs Assessment
- Performance Goals
- Call Center Customer Service
- Money Orders
- Microsoft Office
Accomplishments
I am currently in line for a Legends trip to Florida in January, being recognize for work well done.
Languages
English
Full Professional
Hobbies
Enjoy the occasional movie, evening walks, camping, cooking and board games.
Timeline
Lead Customer Experience Associate
TD CANADA TRUST
06.2022 - Current
Lead Customer Experience Associate
TD CANADA TRUST
10.2017 - 06.2022
RESOURCE OFFICER (Easy Line)
TD Bank Group
01.2017 - 09.2017
Mutual Funds ( IFIC)
Institute Of Canadian Bankers
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