Fay Dong
Markham,Canada
Summary
Detail-oriented banking professional with 10+ years of experience in banking, customer service, sales, and operations. Strong relationship-building and problem-solving skills, with an established network of real estate professionals developed through operating a staging business. Fluent in English, Mandarin, and Cantonese, with experience working closely with real estate clients and industry professionals. Seeking a Mortgage Specialist position to leverage my banking, sales, and real estate industry experience.
Overview
17
17
years of professional experience
Work History
Managing Director
PHD Staging INC.
North York, ON
11.2023 - Current
- Built and maintained a strong network of real estate professionals through ongoing staging services.
- Managed client relationships, projects, budgets, and service delivery.
Operation officer
TD Wealth
Markham
07.2021 - 11.2023
- Managed time-sensitive trade processing within strict daily cut-off times and service level requirements, ensuring accuracy and timely completion.
- Delivered responsive service to clients and internal partners, resolving issues and escalating exceptions to maintain service standards.
- Collaborated with cross-functional teams to coordinate transactions, resolve complex issues, and ensure smooth and efficient service delivery.
- Ensured transactions complied with regulatory requirements, firm policies, and established procedures while maintaining accurate documentation.
CUSTOMER EXPERIENCE ASSOCIATE
TD Canada Trust
Scarborough, Canada
02.2021 - 07.2021
- Resolved customer concerns promptly and effectively, delivering personalized banking solutions and a positive client experience.
- Identified and referred sales opportunities, consistently achieving 200%+ of personal SR goals.
CUSTOMER EXPERIENCE CO-ORDINATOR
TD Canada Trust
Scarborough, Canada
05.2015 - 02.2021
- Built and maintained strong relationships with personal and small business clients while supporting branch sales and service initiatives.
- Identified client needs and connected customers with appropriate banking solutions and internal partners.
FINANCIAL SERVICES REPRESENTATIVE
TD Canada Trust
Scarborough, Canada
07.2012 - 05.2015
- Analyzed client portfolios and provided customized advice and recommendations based on financial needs and goals.
- Identified and referred eligible high-net-worth clients to internal Wealth partners, facilitating transfer and consolidation opportunities.
- Led sales and TD community-based campaigns to support client engagement and branch growth.
- Supported the development of junior advisors and CSR partners through Sales Observation Coaching and Customer Interaction Coaching.
CUSTOMER SERVICES REPRESENTATIVE
TD Canada Trust
North York, Canada
05.2009 - 07.2012
- Ranked among top 40 CSRs in GTA, consistently recognized by Champions
- Achieved top three SR production among branch peers
- Consistently tracked to Champions as top 40 CSRs in the GTA
- Achieved strong scores in individual customer experience index and loyalty engagement index.
- Assisted in placing promotional posters for Connection Days across various locations.
Education
Successful Completion of IFC -
Bachelor of Tourism Management - Tourism Management, International Business English
Jilin University
Zhuhai, ChinaSkills
English, Mandarin & Cantonese
Real Estate Industry Knowledge & Professional Network
Sales & Client Relationship Management
Client Needs Assessment & Problem Solving
Account & Financial Information Review
Client Communication & Correspondence
Compliance & Attention to Detail
Timeline
Managing Director
PHD Staging INC.
11.2023 - Current
Operation officer
TD Wealth
07.2021 - 11.2023
CUSTOMER EXPERIENCE ASSOCIATE
TD Canada Trust
02.2021 - 07.2021
CUSTOMER EXPERIENCE CO-ORDINATOR
TD Canada Trust
05.2015 - 02.2021
FINANCIAL SERVICES REPRESENTATIVE
TD Canada Trust
07.2012 - 05.2015
CUSTOMER SERVICES REPRESENTATIVE
TD Canada Trust
05.2009 - 07.2012
Successful Completion of IFC -
Bachelor of Tourism Management - Tourism Management, International Business English
Jilin University