KARLENE MCFARLANE
North York
Summary
Dedicated banking professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
3
3
years of professional experience
Work History
Resource Officer II, Fraud Loss Prevention
TD Bank
01.2024 - Current
- Second level Support for Fraud Loss Prevention agents.
- Assisting frontline colleagues with procedures, call management and providing quality service to clients.
- Supporting Branch Colleagues with day to day handling of customers.
- Working with Premier Clients to ensure the receive quality service.
Easyline Specialist
TD Canada Trust
01.2022 - Current
- Worked with customers to understand needs and provide excellent service.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Over achieved operational metrics and LEI targets.
- Identified issues, analyzed information and provided solutions to problems.
- Communications and LEI Lead, continually share best practices with team members through mentorship.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Resource Officer II, Contact Center Credit Card
TD Bank
01.2023 - 01.2024
- Facilitated and assisted frontline agents with day to handling on credit card customers.
- Enhanced team performance with effective communication strategies, promoting collaboration and problem-solving.
- Ensured compliance with industry regulations, maintaining up-to-date knowledge of relevant standards and guidelines.
Education
Diploma - Paralegal Studies
CDI College
08.2017
BBA - Business Administration
University of Technology
11.2007
Skills
- Leadership and Interpersonal Skills
- Problem Solving - solution-oriented
- Excellent attention to detail
- Proficient in Microsoft office
- Excellent Time Management Skills, works well in teams and great at multi- tasking
- Effective communication Skills
Accomplishments
Q4 BRAVO Winner
Q3 Brillian Basics Winner
Q1 Spotlight Winner 2023
Cheers to Peers
Timeline
Resource Officer II, Fraud Loss Prevention
TD Bank
01.2024 - Current
Resource Officer II, Contact Center Credit Card
TD Bank
01.2023 - 01.2024
Easyline Specialist
TD Canada Trust
01.2022 - Current
BBA - Business Administration
University of Technology
Diploma - Paralegal Studies
CDI College
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