Kesha Richardson
Edmonton,AB
Summary
Service specialist with 15 years of experience in customer relationship management and document control. Proven ability to prioritize tasks and achieve goals in fast-paced environments. Expertise in customer feedback analysis and process improvement, leading to enhanced service delivery and customer satisfaction. Strong communication and problem-solving skills contribute to effective team leadership and operational efficiency.
Overview
19
19
years of professional experience
Work History
Customer Experience Manager
Toronto Dominion Bank
Scarborough, ON
02.2023 - 01.2025
- Mentored team through exceptional customer interactions, achieving operational excellence and personal development objectives.
- Ensured compliance by maintaining employee schedules and enforcing policies and procedures.
- Collaborated with One TD partners to tailor services based on customer needs.
- Supported frontline staff in resolving complaints, encouraging senior members to take ownership as needed.
- Coached team on customer conversation strategies to enhance legendary customer experience.
- Led monitoring of workflows, prioritized tasks, and assigned duties to resolve operational issues.
- Administered complex daily branch administrative functions with precision.
- Maintained customer-facing areas in alignment with premises, marketing, and regulatory standards.
Customer Experience Associate
Toronto Dominion Bank
Scarborough, , ON
09.2021 - 02.2023
- Delivered exceptional customer service by resolving complaints and processing transactions efficiently.
- Researched customer inquiries using internal banking systems for accurate account information.
- Handled cash duties, including counting currency, coins, and checks.
- Resolved inquiries promptly while ensuring compliance with all applicable regulations.
- Analyzed customer data to identify cross-selling opportunities for bank products and services.
- Balanced cash drawers and reconciled transactions as part of daily operations.
- Served as junior opening and closing officer, completing tasks in accordance with policies.
Loan Officer/Clerk
Vessigny Credit Union
Vessigny Village, Trinidad and Tobago
03.2015 - 06.2015
- Developed expertise in latest banking products and services.
- Analyzed applicants' financial status and conducted credit and property evaluations for loan feasibility.
- Executed loan origination by ordering credit reports, appraisals, and preliminary title reports.
- Educated customers on diverse loan products and credit options to facilitate informed decisions.
- Maintained daily operations of loan application processes to ensure accuracy.
- Updated records in system promptly to reflect all information changes.
- Adhered to confidentiality protocols to protect data integrity and mitigate risks.
- Met all deadlines to guarantee timely task completion.
Bank Teller/ Clerk/ Student Loan Officer
First Citizens bank Ltd.
San Fernando, Trinidad & Tobago
11.2005 - 02.2014
- Secured funds and executed accurate transactions to maintain optimal financial controls.
- Identified and mitigated potential fraud and transaction risks through vigilant monitoring.
- Assisted customers with account inquiries, updates, and banking operations.
- Recommended bank products and services to enhance customer satisfaction.
- Verified check amounts and integrity of all funds transfers.
- Processed loan payments and disbursals in compliance with banking guidelines.
- Maintained a clean reception area to ensure positive impressions for visitors.
- Conducted directory searches to locate contact information for employees and clients.
Education
Diploma - Human Resources Management
Canadian College of Business, Science & Technology
Scarborough Ontario08-2025
Associate of Arts -
School of Higher Education Limited
San Fernando, Trinidad and Tobago.High School Diploma -
Open Bible High School
San Fernando, Trinidad and Tobago.2002
High School Diploma -
Vessigny Government Secondary School
Vessigny Village La brea, Trinidad and Tobago.2001
Skills
- Work ethic
- Problem solving
- Time management
- Communication skills
- Team collaboration
- Customer service orientation
- Self-motivation
- Inspirational leadership
- Customer empathy
Accomplishments
- Recognized by my District VP for highest premium visa sales during my first quarter as a CEA at Toronto Dominion Bank
- First Citizens Bank Service Excellence Certificate of Participation
- Tree of Life Ministries International Ordination Certificate -Teacher/ Evangelist
- Certificate of Participation-Multicultural Day-Parkwood Green Primary School Australia
Timeline
Customer Experience Manager
Toronto Dominion Bank
02.2023 - 01.2025
Customer Experience Associate
Toronto Dominion Bank
09.2021 - 02.2023
Loan Officer/Clerk
Vessigny Credit Union
03.2015 - 06.2015
Bank Teller/ Clerk/ Student Loan Officer
First Citizens bank Ltd.
11.2005 - 02.2014
High School Diploma -
Vessigny Government Secondary School
Diploma - Human Resources Management
Canadian College of Business, Science & Technology
Associate of Arts -
School of Higher Education Limited
High School Diploma -
Open Bible High School
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