Faten Wehbe
TORONTO
Summary
Accomplished Customer Experience Manager with 15 years of leadership in financial services. Delivers exceptional customer satisfaction and drives organizational change. Expertise in optimizing team performance, mentoring talent, and leading cultural transformations to boost employee engagement and customer loyalty. Specializes in change management, customer retention strategies, and aligning operations with business objectives to enhance service delivery and growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Consultant
FW Services
TORONTO
05.2023 - Current
- Coordinated with subcontractors and suppliers to streamline project workflows and schedules.
- Developed project plans and timelines, adjusting as necessary to meet client needs.
- Collaborated with cross-functional teams to implement process enhancements.
- Maintained positive working relationship with fellow staff and management.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
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
- Customer Retention: Developed and implemented strategies to increase client retention, positioning the branch as a leader in customer loyalty and satisfaction metrics
- Change Management: Successfully led the integration of new systems and training programs, ensuring smooth transitions and minimal disruption to service
Education
Bachelor of Science - Kinesiology
York University
North YorkSkills
- Customer Experience Strategy
- Client Relationship Management
- Data-driven decision making
- Operational efficiency
- Change management
- Customer loyalty programs
- Performance coaching
- Employee engagement
- Leadership & Team Development
- Conflict resolution
- Teamwork and collaboration
- Regulatory Compliance
Accomplishments
- Employee Engagement: Led a cultural shift that resulted in the improvement of employee engagement scores, contributing to increased productivity and lower turnover.
- Service Excellence: Consistently ranked top for customer satisfaction, complaint resolution, and operational performance.
- Created highly effective new program that significantly impacted efficiency and improved operations.
- Consistently maintained high customer satisfaction ratings.
- Leadership Development: mentored and guided led entire customer service associate employees 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)
Community Service & Volunteer Work
Volunteer Engagement, Donated $500 to Etobicoke School of the Arts, Participated in CN Tower Climb, Ride for Heart, Volunteered at Pathways to Education Career Day
Timeline
Consultant
FW Services
05.2023 - Current
Manager of Customer Experience
TD Canada Trust
09.2017 - 05.2023
Bachelor of Science - Kinesiology
York University