KAJANI SIVABALAN
Markham,ON
Summary
Driven Customer Specialist committed to providing quality service and timely issue resolution. Proficient communicator and detail-oriented. Accustomed to working in demanding, high-volume call environments while providing efficient and accurate support.
Overview
6
6
years of professional experience
Work History
Customer Experience Manager
Shaya Law Professional Corporation
04.2021 - Current
- Creating and emailing reports to management regarding file management, deadlines management, and billing; Managing Client Care Representatives and overall wellbeing of firm
- Maintaining accurate and current customer account data with manual forms processing and digital information updates
- Responding to customer needs through competent customer service and prompt problem-solving.
- Verified accuracy of customer account information and updated when necessary
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas
Fraud Agent II
TD Bank
08.2022 - 10.2022
- Monitor real time queues and identify high risk transactions such as personal balance transfers and credit transactions to determine fraud activity.
- Review internal systems for day to day transactions and identify fraud deposit.
- Receive incoming calls from different line of business's branch, small banking and customer's returning calls. Taking incoming calls to interview customers for a legitimacy of a the deposit of the cheque.
- Act as a Claims Support Agent providing information regrading the claims that has been opened.
- Monitors and analyzes various information provided through detection systems, tools, reports, or manually to evaluate, investigate and determine required actions.
Loss Prevention Specialist
TD Bank
05.2021 - 08.2022
- Delivering legendary experience to customers by recommending best solutions and offers that align with their needs
- Actively addressing customer concerns and implementing/escalating solutions to manage conflicts; identifying and recommending solutions that retain customer loyalty and engagement
- Introducing and implementing viable loss control strategies by maintaining strong partnerships and trust with customers
- Supporting customers and educating them on how to stay protected from fraud
- Actively listening to customers' requests, and understanding their needs before addressing concerns.
Lead Customer Experience Associate
TD Bank
04.2019 - 05.2021
- Acted as a primary administrator in performing wide range of customer service transactions such as deposits, withdrawals and bill payments in a effective time manner; Delivered service and sales support related to financial transactions
- Provided legendary experience to customers by recommending best solutions and offers that align with their financial goals and investment strategies through trusted banking advice, product knowledge and referrals
- Actively addressed customer concerns and implemented/escalated solutions to manage conflicts; identified and recommended solutions that retain customer loyalty and engagement
- Performed role of Secure Desk Operator (assisting with branch opening and closing procedures, holding combinations to the vault and several other secure compartments, and other cash holding duties and responsibilities specific to the Secure Desk Operator role)
- Reviewed financial transactions using “Know Your Customers” for compliance and to detect possible fraudulent activities; Followed financial policies and procedures with due diligence.
Customer Service Representative
Ministry Of Government And Consumer Services
11.2018 - 04.2019
- Effectively responded to a high volume of inbound customer inquiries and issues by telephone and email related to vital programs and services including, but not limited to: health card, drivers license, birth/death certificate, marriage certificate, gender change, records management
- Communicated with over 50 customers, businesses and stakeholders daily to resolve issues in a timely manner and create a better quality of life for Ontario's
- Researched, accessed and provided information when appropriate to fulfill customer inquiry; Demonstrated the ability to manage a large volume of qualitative and quantitative data
- Created and emailed reports to upper management regarding files exceeded deadline; Provided contact information of customer and recommended solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Customer Experience Associate
TD Bank
04.2018 - 04.2019
- Created legendary customer experiences by consistently serving customers in a warm, welcoming manner
- Completed financial transactions for customers and small businesses including: deposits, withdrawals, transfers, bill payments, wire transfers, U.S conversions and account balances in an accurate and efficient manner
- Identified opportunities for businesses and solutions; communicated with clients and organizational stakeholders to promote the features/benefits for TD products and services
- Exceeded individual and branch sales goals by developing rapport with customers, recommending products and services and delivering legendary experience
- Maintained extensive knowledge of company products to recommend items aligned with customer needs
Education
Diploma - Social Service Worker
Seneca College
Toronto, Ontario04.2018
Skills
- Multitasking and Prioritization
- Critical Thinking
- Problem Solving
- Oral & Written Communication
- Customer Account Management
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Creative Problem Solving
- Building Customer Trust and Loyalty
Timeline
Fraud Agent II
TD Bank
08.2022 - 10.2022
Loss Prevention Specialist
TD Bank
05.2021 - 08.2022
Customer Experience Manager
Shaya Law Professional Corporation
04.2021 - Current
Lead Customer Experience Associate
TD Bank
04.2019 - 05.2021
Customer Service Representative
Ministry Of Government And Consumer Services
11.2018 - 04.2019
Customer Experience Associate
TD Bank
04.2018 - 04.2019
Diploma - Social Service Worker
Seneca College
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