Summary
Overview
Work History
Skills
Affiliations
Timeline
Generic

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
KAY LIU