Hallie Cheng
Vancouver,BC
Summary
Dedicated customer service representative with extensive experience. Motivated in providing superb solutions with knowledge and professionalism. Excellent communicator and rapport while maintaining high customer satisfaction scores.
Overview
10
10
years of professional experience
Work History
Manager of Customer Experience
Toronto-Dominion Bank
06.2024 - Current
- Lead, manage, and mentor a team of customer service representatives, ensuring they provide high-quality service and adhere to the bank's customer service standards.
- Meet customer experience targets (e.g., satisfaction scores, response times) while optimizing processes to enhance efficiency, reduce costs, and improve service quality.
- Handle complex or escalated customer issues, providing timely and effective solutions while maintaining the bank's reputation for outstanding service.
Personal Banking Associate
Toronto Dominion Bank
01.2023 - 06.2024
- Processed client applications and approved lending products in accordance with banking policies
- Established and maintained strong customer relationships, providing exceptional service and advice
- Collaborated with other advisors to further client relationships and promote teamwork
- Respond to a high volume of customers and calls while utilizing my time wisely
Customer Experience Associate
Toronto-Dominion Bank
01.2022 - 01.2023
- Addressed customer concerns and inquires while helping them complete day-to-day transactions
- Maintained extensive knowledge about company products and protocols.
- Expand products and services to customers to be utilized fully and deliver an exceptional experience
Barista
Starbucks
07.2016 - 06.2024
- Crafting a variety of beverages and snacks to recipe standards during hectic periods
- Operating POS, espresso machines, and other equipment while maintaining a positive customer satisfaction score
- Listening to customer needs while providing efficient service
Food Preparation Worker
Tim Hortons
04.2015 - 07.2016
- Prepared food and drinks according to standards while managing requests to meet customer satisfaction
- Utilized speed and efficiency while completing tasks thoroughly and attentively
Education
General Business -
Kwantlen Polytechnic University
Interior Design
British Columbia Institute of Technology
Burnaby, BCSkills
- Courteous with strong service
- Multitasker
- Exhibit efficiency with utmost accuracy
- Communication skills
- Dynamic and diligent
- Team Manager
- Problem Solver
Additional Information
Mickey Wong, Toronto-Dominion Bank
604-933-4930
Colin Mason, Starbucks
604-808-3497
Timeline
Manager of Customer Experience
Toronto-Dominion Bank
06.2024 - Current
Personal Banking Associate
Toronto Dominion Bank
01.2023 - 06.2024
Customer Experience Associate
Toronto-Dominion Bank
01.2022 - 01.2023
Barista
Starbucks
07.2016 - 06.2024
Food Preparation Worker
Tim Hortons
04.2015 - 07.2016
General Business -
Kwantlen Polytechnic University
Interior Design
British Columbia Institute of Technology
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