Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
References
Timeline
Generic

Fernando De La Rosa

London,Canada

Summary

Dynamic Digital Communications Specialist at TD Canada Trust with exceptional problem-solving and communication skills. Proven ability to enhance customer relationships through active listening and de-escalation techniques. Bilingual in English and Spanish, I consistently identify opportunities for service improvement, ensuring customer satisfaction and loyalty.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Digital Communications Specialist

TD Canada Trust
London, ON
09.2023 - Current
  • Understand customer concerns over digital chat (Facebook, Twitter, Email, EasyWeb), and provide solutions.
  • Identify opportunities for new features and services that can be implemented to enhance our abilities to assist customers.
  • De-escalate tense situations by being clear and concise with the available solutions. Always in a calm and professional manner.
  • Enhance TD's social media presence and build customer relationships further by chatting with customers through non-related banking public social media posts.

Easyline Specialist

TD Canada Trust
London, ON
01.2020 - 09.2023
  • Help customers with their everyday banking needs by problem solving and tailoring each solution to the individual's specific situation
  • I assist co-workers with questions they may have
  • Ran team meetings by providing insight on how we can become more efficient with our calls

Deli Meats Department

Farm Boy
London, Canada
12.2019 - 06.2020
  • Maintain a sanitary work environment
  • Provide great customer service
  • Help out in other departments if I finish early

Window Cleaner

Elite Window Cleaning
London, Canada
01.2019 - 12.2019
  • Provide exterior and interior cleaning services for windows and eavestroughs to homes.
  • Meet the needs of customers in a prompt, thorough fashion, ensuring the highest quality service.
  • Entrusted with company vehicle to go to each location

Exterior Building Painter

Spray-Net
London, Canada
03.2019 - 09.2019
  • Ensure every surface that is not going to be painted is completely masked off
  • Responsible for taking equipment off/on the trailer and maintain a safe work environment
  • Ensure that once we were done that everything was up to not only the customers standards but ours as well

Education

Kinesiology

University of Western Ontario
London, Ontario

High School Diploma -

Catholic Central High School
London, Ontario
06-2015

Skills

  • Problem solver: Assess situations quickly to determine solution Able to apply old solutions to new problems
  • Communication skills: Bi-lingual Clear and concise
  • Patient: Staying calm and composed, especially with upset or frustrated customers
  • Active listener: Fully focus on the customer to grasp the issue and respond appropriately

Certification

TEEX Fire Academy:

- NFPA 1001 Firefighter I and II

- Hazmat Awareness, Operations, PPE, Product Control

- National Traffic Incident Management Responder Training

First Aid & CPR-C

DZ License

Accomplishments

  • Several monthly awards for being top performer in department
  • Led team meetings educating on efficiency

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual
Italian
Limited

References

References available upon request.

Timeline

Digital Communications Specialist

TD Canada Trust
09.2023 - Current

Easyline Specialist

TD Canada Trust
01.2020 - 09.2023

Deli Meats Department

Farm Boy
12.2019 - 06.2020

Exterior Building Painter

Spray-Net
03.2019 - 09.2019

Window Cleaner

Elite Window Cleaning
01.2019 - 12.2019

Kinesiology

University of Western Ontario

High School Diploma -

Catholic Central High School

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Fernando De La Rosa