Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Elena Poiata

Maple,ON

Summary

Results-driven professional with a proven track record in client experience and leadership roles. Committed to providing exceptional customer service, guiding teams toward common goals, and driving organizational success. Skilled in resolving high-level matters with discretion and effectiveness. Seeking a challenging position that utilizes expertise and allows for further growth and development. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Global Security Analyst II

TD Bank Group
11.2022 - Current
  • Threat intelligence analysis
  • Risk assessment and mitigation
  • Security incident response and management
  • Vulnerability assessment and management
  • Security policy development and enforcement
  • Network traffic analysis and packet inspection
  • Security architecture design and review
  • Cyber threat hunting and detection
  • Incident forensics and investigation
  • Security awareness training and education
  • Regulatory compliance
  • Workload from requestors increased by 50% in less than 12 months
  • Collaborative teamwork and cross-functional communication
  • Information sharing and collaboration with internal and external stakeholders
  • Strong analytical and problem-solving skills
  • Excellent written and verbal communication abilities
  • Project management and organizational skills
  • Continuous learning and keeping up with industry trends and emerging threats
  • Proven ability to learn quickly and adapt to new situations
  • Worked flexible hours across night, weekend, and holiday shifts
  • Cultivated interpersonal skills by building positive relationships with others
  • Proficient in intelligence analysis methodologies and techniques
  • Strong research and information-gathering skills
  • Ability to collect, evaluate, and analyze large volumes of data
  • Expertise in utilizing various intelligence sources and tools
  • Familiarity with intelligence databases and systems
    Proficient in producing accurate and concise intelligence reports
  • Experience in threat assessment and risk analysis
  • Knowledge of geopolitical, cultural, and social factors influencing intelligence
  • Understanding of intelligence tradecraft and analysis frameworks
  • Ability to identify patterns, trends, and correlations in data
  • Strong critical thinking and problem-solving skills
  • Excellent attention to detail and accuracy in analysis
  • Effective communication and presentation skills
  • Collaborative approach in working with team members and stakeholders
  • Ability to work under pressure and meet tight deadlines
  • Adaptability to evolving intelligence requirements and priorities
  • Knowledge of legal and ethical considerations in intelligence analysis
  • Proficiency in data visualization and data analysis tools
  • Continuous learning and staying updated on emerging trends and technologies
  • Produced multi-source intelligence reports and products for different agency customers.
  • Analyzed open-source intelligence data to identify potential threats and vulnerabilities.
  • Assisted in creating high-level intelligence briefs for senior-level personnel.
  • Created useful and timely intelligence products to support field operations.
  • Conducted detailed data analysis to identify patterns and trends in complex datasets.
  • Developed standard operating procedures for intelligence operations and activities.
  • Briefed upper-level personnel on emerging threats.

Global Security Analyst

TD Bank Group
08.2019 - 10.2022
  • Track and document issues and incidents, preparing comprehensive written reports.
  • Provide protective security and safety support at special events, including attendee access management and incident response.
  • Security incident reporting and documentation
  • Coordinate office functions for senior executives, ensuring smooth operations and successful meetings.
  • Implemented paperless workflows utilizing online systems, enhancing task management and workflow efficiency.
  • Manage and respond promptly to inquiries from clients and employees, demonstrating confidentiality and discretion.
  • Efficiently manage time, prioritize tasks, and work autonomously with minimal supervision.
  • Demonstrated respect, friendliness willingness to help wherever needed.
  • Identified issues, analyzed information provided solutions to problems.
  • Developed and maintained courteous and effective working relationships.

Manager

TD Canada Trust
11.2017 - 08.2019
  • Motivate and train team of client experience associates, fostering leadership and mentorship to exceed business objectives
  • Used industry expertise, customer service skills, analytical nature to resolve customer concerns and promote loyalty
  • Identify process gaps and innovate to accommodate business and customer needs
  • Foster safe and inclusive work environment, promoting maximum productivity.
  • Maintained professional, organized, and safe environment for employees and patrons
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
  • Communicated clearly with employees, suppliers, stakeholders to keep everyone on the same page and working toward established business goals
  • Established team priorities, maintained schedules, monitored performance
  • Evaluated employee performance and conveyed constructive feedback to improve skills

Client Experience Coordinator

TD Canada Trust
12.2016 - 11.2017
  • Execute lobby management and appointment bookings for TD wealth partners and advisors
  • Deliver Legendary client experiences through professional and personalized service
  • Recognized with "Comfy Chair" award for achieving Top Legendary Experience Index in the district.
  • Exceptional customer service skills with a focus on delivering a positive client experience
  • Strong interpersonal and communication abilities, both written and verbal
  • Proficient in building and maintaining client relationships
  • Ability to assess client needs and provide tailored solutions
  • Skilled in handling client inquiries, complaints, and escalations
  • Excellent organizational and time management skills to prioritize and manage multiple client requests
  • Detail-oriented with a strong emphasis on accuracy and attention to detail
  • Proficiency in customer relationship management
  • Ability to coordinate and collaborate with internal teams to meet client needs
  • Strong problem-solving and conflict-resolution skills
  • Proactive in anticipating and addressing client issues or concerns
  • Adaptability to changing client requirements and expectations
  • Ability to work independently and as part of a team
  • Experience in coordinating and organizing client events or meetings
  • Proficient in generating and analyzing client satisfaction surveys or feedback
  • Familiarity with client retention strategies and techniques
  • Strong commitment to delivering a personalized and memorable client experience
  • Excellent follow-up and follow-through skills to ensure client satisfaction
  • Knowledge of industry best practices in client service and support

Client Experience Associate

TD Canada Trust
12.2014 - 12.2015
  • Maintain accurate financial records, balancing currency and coins, and processing daily transactions
  • Serve as liaison between clients and Financial Advisors, ensuring seamless communication
  • Exceed quarterly sales revenue goals by over 200%, demonstrating exceptional sales skills
  • Effectively communicate with clients to address their banking needs in fast-paced environment
  • Analyze and resolve issues impartially, promoting customer satisfaction.
  • Developed and maintained courteous and effective working relationships
  • Organized and detail-oriented with strong work ethic
  • Worked well in team setting, providing support and guidance.
  • Participated in team projects, demonstrating ability to work collaboratively and effectively.

Education

Dual Degree - Finance and Law

York University
Toronto

High School Diploma -

Stephen Lewis Secondary School

Skills

  • Exceptional customer service and client relationship management
  • Leadership and team development
  • Conflict resolution and complaint handling
  • Time management and prioritization
  • Strong communication and interpersonal skills
  • Analytical thinking and problem-solving
  • Confidentiality and discretion
  • Mitigation Strategy Development
  • Threat Detection
  • Strong Critical Thinking Capabilities
  • Report Preparation
  • Superior Interpersonal Skills
  • Security assurance
  • Event security

Certification

Licensed Security Guard

Standard First Aid CPR-C & AED (CSA Intermediate)

Designated Fire Warden


Timeline

Global Security Analyst II

TD Bank Group
11.2022 - Current

Global Security Analyst

TD Bank Group
08.2019 - 10.2022

Manager

TD Canada Trust
11.2017 - 08.2019

Client Experience Coordinator

TD Canada Trust
12.2016 - 11.2017

Client Experience Associate

TD Canada Trust
12.2014 - 12.2015

Dual Degree - Finance and Law

York University

High School Diploma -

Stephen Lewis Secondary School

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Elena Poiata