Faten Wehbe
Summary
Experienced Customer Experience Manager with over 15 years of progressive leadership in the financial services industry. Achieves exceptional customer satisfaction and drives strategic organizational change. Proven expertise in optimizing team performance, mentoring high-potential employees, and leading cultural transformations to foster employee engagement and enhance customer loyalty. Skilled in change management, implementing effective customer retention strategies, and making data-driven decisions. Adept at aligning operational processes with business objectives to maximize service delivery, efficiency, and growth.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Manager of Customer Experience
TD Canada Trust
09.2017 - 05.2023
- Leadership & Team Development: Spearheaded the development of high-performing customer experience teams, mentoring Customer Experience Associates (CEA) to ensure their growth and alignment with organizational objectives
- Performance Optimization: Drove operational excellence initiatives that reduced non-credit losses to $0 while improving overall service delivery
- Cultural Transformation: Led a cultural change initiative at the branch, improving employee engagement as reflected in the employee experience survey, increasing from3.48/5 (2020) to 4.8/5 (2023)
- Customer Retention: Developed and implemented strategies to increase client retention, positioning the branch as a leader in customer loyalty and satisfaction metrics
- Recognition & Achievements: Awarded the Quarterly Spotlight Award (2019,2023) for exceptional leadership and service delivery
- Achieved top rankings in both district and regional performance, including #1 in district and #5 in the region for customer service excellence
- Change Management: Successfully led the integration of new systems and training programs, ensuring smooth transitions and minimal disruption to service
- Stakeholder Management: Built and maintained strong cross-functional relationships, ensuring alignment of customer service goals with organizational priorities
Financial Advisor Training
TD Canada Trust
03.2017 - 12.2017
- Completed rigorous financial advisory training program, achieving consistently high performance in client relationships, sales targets, and personalized service delivery
- Developed strong communication and advisory skills, enabling proactive client engagement and trust-building
Retail Banking Roles
TD Canada Trust
09.2008 - 02.2016
- Held multiple roles in branch operations, including customer service, teller functions, and relationship management, driving branch efficiency and superior client experiences
- Contributed to team sales targets and consistently exceeded performance goals, receiving recognition for superior customer service delivery
Education
Bachelor of Science - Kinesiology
York University
05.2012
Skills
- Leadership & Team Development
- Customer Experience Strategy
- Performance Management & Coaching
- Change Management & Organizational Transformation
- Operational Excellence & Efficiency
- Stakeholder Engagement & Relationship Building
- Customer Retention & Loyalty Programs
- Employee Engagement & Culture Building
- Data-Driven Decision Making & Problem Solving
- Risk & Compliance Management
- Sales & Service Excellence
- Teamwork and collaboration
Accomplishments
- Employee Engagement: Led a cultural shift that resulted in a 45% improvement in employee engagement scores, contributing to increased productivity and lower turnover.
- Service Excellence: Consistently ranked in the top 5 branches out of165 for customer satisfaction, complaint resolution, and operational performance.
- Leadership Development: Guided7/7 CEA attendees to successfully participate in the North Star Event, reinforcing the branch's commitment to leadership development and internal talent growth.
- Client Loyalty: Implemented customer retention strategies that substantially increased client loyalty, ensuring long-term business sustainability.
Certification
- Women in Leadership Program – TD Canada Trust
- Customer Experience Associate – Hiring Panel Participant
- Leadership Development Programs
- Training MCE (Manager Candidate Experience)
- Training LCEAS (Leadership Candidate Experience)
Timeline
Manager of Customer Experience
TD Canada Trust
09.2017 - 05.2023
Financial Advisor Training
TD Canada Trust
03.2017 - 12.2017
Retail Banking Roles
TD Canada Trust
09.2008 - 02.2016
Bachelor of Science - Kinesiology
York University
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