Himani Shah
Edmonton,AB
Summary
Personable and motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
9
9
years of professional experience
Work History
Manager, Customer Experience
TD Canada Trust
Edmonton, AB
2023.07 - Current
- Reflected team performance in areas such as safety, efficiency, work order completion, customer satisfaction, and issue resolution.
- Nurtured existing relationships with longtime customers while exploring opportunities to develop partnerships with prospects and leads.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Recruited and hired qualified candidates to fill open positions.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Personal Banker
TD Canada Trust
Whitehorse, YT
2022.07 - 2023.07
- Consulted with clients to assess and meet short- and long-term financial goal.
- Developed and deepened relationships with new and existing clients to advance progress and improve business.
- Explained advantages and disadvantages of available financial products to customers to maximize satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Monitored phone calls to provide feedback and coaching.
Lead Customer Experience Associate
TD Canada Trust
Whitehorse, YT
2020.12 - 2022.06
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Handling daily branch administrative duties and also support Frontend on regular basis
- Resolving customer concerns and building their trust by providing personalized advice to ensure every interaction is legendary
- Educating clients on how to conduct transactions with convenient ways to bank solution
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
Customer Experience Associate
TD Canada Trust
Whitehorse, YT
2017.03 - 2020.12
- Process financial transactions like deposits, withdrawals and bill payments as per standardized operating procedures
- Understanding customer's needs and advice best suited solution by connecting personally with them
- Greeting and engaging clients in lobby, identifying client's immediate need and directing them to colleagues as appropriate.
- Trying to resolve customer's complaint by empathizing with them to make it personal.
Customer Service Representative
D mart
Ahmedabad, Gujarat
2016.05 - 2016.12
- Handle customer inquiries, complaints, billing questions and payment requests.
- Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
- Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.
Computer Coordinator
Vibrant International Academy
Anand, Gujarat
2015.06 - 2016.04
- Maintained teaching load and also practical knowledge in each semester.
- Challenged and motivated students through in-depth lectures and discussions.
- Inspired students to translate their academic interests in practical session by coding.
Education
Investment Funds in Canada -
Certificate Course
06.2022
Bachelor's - Computer Science
Gujarat Technology University
Anand, Gujarat 05.2015
Skills
- Client relations and retention
- Conflict resolution techniques
- Excellent attention to details
- Performance Tracking and Evaluation
- Team building
- Networking
- Business development
- Employee Coaching and Motivation
Timeline
Manager, Customer Experience
TD Canada Trust
2023.07 - Current
Personal Banker
TD Canada Trust
2022.07 - 2023.07
Lead Customer Experience Associate
TD Canada Trust
2020.12 - 2022.06
Customer Experience Associate
TD Canada Trust
2017.03 - 2020.12
Customer Service Representative
D mart
2016.05 - 2016.12
Computer Coordinator
Vibrant International Academy
2015.06 - 2016.04
Investment Funds in Canada -
Certificate Course
Bachelor's - Computer Science
Gujarat Technology University