Judy Alli
Scarborough,Ontario
Summary
I am a dedicated and transparent professional with TD Canada Trust. I have experience in Retail Banking as well as Corporate Operations working in both individual contributor roles as well as leading large diverse teams. Known for my Leadership and Relationship Management .
Overview
18
18
years of professional experience
Work History
Team Manager
TDBG-HR Contact Center
07.2022 - Current
- Drive performance of staff by creating a positive work atmosphere
- Track attendance daily and maintain an acceptable adherence rate
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
- Responsible for monitoring and scoring calls to enhance coaching sessions and help develop team
- Providing subject matter expertise as well as resolving escalated customer issues
- Provide feedback to team on key performance indicators including quality, attendance, and average handle time of fielded calls
- Administrating recognition and rewards programs to motivate and build team morale.
Manager, Customer Experience II
TD Canada Trust – Branch 1440
01.2008 - 01.2022
- Lead a team of over 30 colleagues in one of the largest and busiest branches with in the GTA
- Handle complex administrative duties and support frontline staff to maintain professional space and environment in the branch in common areas in line with marketing and regulatory guidelines
- Coach and develop colleagues on required KYC, KYT, Privacy, Audit and Regulatory requirements and Operations
- Established and maintained relationships with Regional and Corporate Audit
- Delivered on multiple Audits received Satisfactory results
- Maintained low Non -Credit Losses and assist Operations Business Partners with account recovery
- Support the team on resolving customer complaints and offering personalized advice while enabling the senior service team to act as a point of escalation in ensuring every interaction is legendary
- Coach the team to ensure customer issues are handled in a timely way, appropriately and consistent with customer problem resolution guidelines
- Ensured that branch budgets, expenses and FTE allotment stay in line with existing Business Plan
- Developed and coached colleagues on executing top performing results with techniques of motivational challenges, mentoring and recognition
- Developed performance management reporting to increase branch quality and production while improving client experience
- Foster an environment and culture that encourages productivity, innovation, process improvement, teamwork, and a high level of professionalism
- Help build an informative and fair work environment by sharing skills and knowledge, promoting open dialogue and motivating team
- Liaise with partners to provide customers with the best banking solutions to their financial needs
- Keep the team updated about end-to-end processes, policies, procedures, TD's Code of Conduct and Ethics, emerging issues, trends, and industry regulations to offer the best customer experience.
Customer Experience Associate
TD Canada Trust
Toronto, ON
01.2006 - 01.2008
- Process financial transactions as per standardized operating procedures, industry regulations and TD's Code of Conduct and Ethics
- Understand and determine customer needs to recommend solutions specific to those needs while exercising discretion in confidential matters
- Respond and resolve customers' concerns using standard procedures and escalating non-standard activities, as necessary
- Achieve assigned goals and business objectives by promoting banking solutions.
Education
Skills
- Performance Coaching
- Operational Excellence
- Staff Development
- Performance Appraisal
Timeline
Team Manager
TDBG-HR Contact Center
07.2022 - Current
Manager, Customer Experience II
TD Canada Trust – Branch 1440
01.2008 - 01.2022
Customer Experience Associate
TD Canada Trust
01.2006 - 01.2008
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