Judy Alli
Scarborough,Ontario
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
- Coach the team to ensure customer issues are handled in a timely way, appropriately and consistent with customer problem resolution guidelines
- Managed and motivated employees to be productive and engaged in work.
- Developed and coached colleagues on executing top performing results with techniques of motivational challenges, mentoring and recognition
- Liaise with partners to provide customers with the best banking solutions to their financial needs
- Maintain optimal employee scheduling to meet customer demands and compliance requirements; resolve and recommend improvements in daily operations to achieve operational excellence
- 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.
- Accomplished multiple tasks within established timeframes.
- Controlled costs to keep business operating within budget and increase profits.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Customer Experience Associate
TD Canada Trust
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
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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