Jefferson John
Laval
Summary
Driven and adaptable with knack for fostering team collaboration and achieving goals. Possesses knowledge of team dynamics and conflict resolution, coupled with project management and organizational skills. Aiming to leverage these strengths to drive impactful results.
Overview
12
12
years of professional experience
Work History
Team Manager II Digital Communications
TD Bank
07.2020 - Current
- Led employee relations through effective communication, coaching, training, and development.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
Coach
TD Bank
02.2020 - 07.2020
- Enhanced team performance by developing and implementing effective coaching strategies.
- Provide constructive feedback to agents on their performance, and help identify areas for improvement.
- Coaches help agents improve their communication and active listening skills.
Resource Officer
TD Bank
10.2018 - 02.2020
- Oversee complex scenarios and provide unique solutions and approval for exceptions.
- Provide support to contact center and branch reps for any customer account related questions.
- Taking 2nd level escalation calls to deescalate situation and provide appropriate solution.
Small Business Specialist
TD Bank
10.2017 - 10.2018
- Answer day-day questions about credit card, loans and personal accounts.
- Troubleshoot any errors in account and find an appropriate solution.
- Sales: Such as bringing in new business products or upselling existing products.
Credit Cards Customer Service
TD Bank
10.2016 - 10.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
Verification, Coach, Team Manager
IOS Center
11.2014 - 10.2016
Sales Coordinate
IOS Center
11.2012 - 11.2014
- Optimized call scripts based on feedback from supervisors and peers, continuously refining the approach for better results.
- Maintained a positive attitude in the face of rejection, employing resilience and persistence to achieve sales goals.
- Achieved sales targets consistently by implementing effective sales strategies and techniques.
Education
DEP - Graphics Designer
Rosemount Technology Center
Montreal, QC07.2013
High School Diploma -
Saint Laurent
Montreal06.2011
Skills
- Customer focus
- Influencing skills
- Staff development
- Team leadership
- Time management
- Computer skills
- Work Planning and Prioritization
- Task delegation
Languages
English
Native or Bilingual
French
Full Professional
Tamil
Native or Bilingual
Timeline
Team Manager II Digital Communications
TD Bank
07.2020 - Current
Coach
TD Bank
02.2020 - 07.2020
Resource Officer
TD Bank
10.2018 - 02.2020
Small Business Specialist
TD Bank
10.2017 - 10.2018
Credit Cards Customer Service
TD Bank
10.2016 - 10.2017
Verification, Coach, Team Manager
IOS Center
11.2014 - 10.2016
Sales Coordinate
IOS Center
11.2012 - 11.2014
DEP - Graphics Designer
Rosemount Technology Center
High School Diploma -
Saint Laurent
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