KAY LIU
Summary
Dynamic financial professional with extensive experience at TD, excelling in risk assessment and team leadership. Proven track record in enhancing customer satisfaction and compliance adherence. Bilingual in English and Cantonese, I thrive in collaborative environments, demonstrating strong organizational skills and a commitment to excellence in service delivery.
Overview
20
20
years of professional experience
Work History
Manager Customer Experience
TD
01.2024 - Current
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Ensured compliance with regulatory requirements and industry standards.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Conducted performance reviews for team members.
Financial Advisor/Personal Banker
TD
11.2022 - 01.2025
- Facilitated hiring and ongoing coaching to develop branch staff capabilities.
- Ensured strict adherence to regulatory, compliance, and Health & Safety procedures.
- Addressed customer concerns promptly to enhance satisfaction and loyalty.
Manager Customer Experience
TD
02.2019 - 11.2022
- Executed hiring processes and provided ongoing coaching to enhance team performance.
- Ensured branch adherence to regulatory, compliance, and health and safety procedures.
- Addressed customer concerns effectively to promote satisfaction and loyalty.
Financial Service Representative/ Personal Banking Associate
TD
02.2018 - 02.2019
- Facilitated client financial needs assessments to identify optimal solutions.
- Referred clients to financial planners and other strategic partners for specialized assistance.
- Provided frontline coverage to ensure seamless service delivery.
Manager Customer Service 4
TD
12.2011 - 02.2018
- Trained new staff and provided coaching to optimize team performance.
- Monitored adherence to regulatory and compliance standards within branch.
- Resolved customer issues through detailed investigations and follow-ups.
- Utilized TD My Time for efficient staff scheduling management.
- Attended 2017 Champions to expand professional network and insights.
Customer Relations Coordinator
TD
10.2007 - 12.2011
- Directed and managed client inquiries to ensure prompt resolution.
- Oversaw branch phone line operations for effective communication.
- Served as Health & Safety representative from 2007 to 2011, ensuring compliance.
- Supported management team with additional duties as required.
Customer Service Representative
TD
04.2005 - 10.2007
- Delivered exceptional customer service to address client inquiries effectively.
- Assisted clients in meeting daily needs through tailored support.
- Facilitated referrals to advisors for specialized assistance.
Skills
- BCO and risk assessment proficiency
- Fluency in English and Cantonese
- Conversational Mandarin
- Team collaboration
- Adaptability and independence
- Organizational skills and time management
- Strong work ethic
- Leadership capabilities
Affiliations
- I enjoy outdoor walks
- I enjoy spending quality time with family and friends, maintaining work/life balance
- I enjoy discovering diverse cuisines
Timeline
Manager Customer Experience
TD
01.2024 - Current
Financial Advisor/Personal Banker
TD
11.2022 - 01.2025
Manager Customer Experience
TD
02.2019 - 11.2022
Financial Service Representative/ Personal Banking Associate
TD
02.2018 - 02.2019
Manager Customer Service 4
TD
12.2011 - 02.2018
Customer Relations Coordinator
TD
10.2007 - 12.2011
Customer Service Representative
TD
04.2005 - 10.2007
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