Jas Lally
Edmonton,AB
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgement to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Customer Care Manager
TD Bank
Edmonton, AB
07.2023 - Current
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established positive relationships with clients, leading to increased customer loyalty and retention.
- Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence.
- Cross-trained existing employees to maximize team agility and performance
Manager Customer Experience
TD Canada Trust
Edmonton, AB
05.2011 - 06.2023
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
Customer Service Representative
TD Canada Trust
Edmonton, AB
03.2008 - 05.2011
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
Education
NAIT
Edmonton, ABSkills
Customer Relations
Computer Skills
Organization and Time Management
Adaptability and Flexibility
Training and Mentoring
Delegation and Supervision
Schedule Management
Teamwork and Collaboration
Work Planning and Prioritization
Managing Operations and Efficiency
Timeline
Customer Care Manager
TD Bank
07.2023 - Current
Manager Customer Experience
TD Canada Trust
05.2011 - 06.2023
Customer Service Representative
TD Canada Trust
03.2008 - 05.2011
NAIT