Kristina Brunetti
Montréal
Summary
Focused and dedicated Customer Service professional with a proven record of meeting and exceeding customer expectations through industry-leading support. Skilled in handling inbound/outbound calls, online requests, and emails, with strong problem-solving, multitasking, and research abilities. Experienced in coaching, training, and onboarding new hires, translating complex processes into clear, practical guidance to support team development and consistent quality.
Overview
15
15
years of professional experience
Work History
Customer Cares Manager
TD Canada Trust
03.2019 - Current
- Responsible for end-to-end investigations of complex and unresolved customer escalations across multiple business lines, ensuring thorough analysis, fairness, and regulatory compliance.
- Deliver clear, professional communication through both phone and written correspondence, providing high-quality service and effective resolution outcomes.
- Maintain knowledge of policies and procedures across a broad spectrum of banking products, services, and delivery channels.
- Provide ongoing coaching, feedback, and development support to drive performance improvement, quality excellence, and employee engagement.
Commercial Banking Officer
TD Canada Trust
10.2016 - 02.2019
- Supported Relationship and Account Managers with portfolio management, customer onboarding, and credit documentation.
- First point of contact for customers, delivering professional service and support.
Small Business Resource Manager
TD Canada Trust
01.2014 - 09.2016
- Branch and Phone Channel internal support contact regarding Bank Policy Procedure guidance and clarification.
- Managed a high volume of inbound customer calls while maintaining strong service, quality, and compliance standards.
- Escalation Manager, providing ownership, de-escalation and resolution of complex concerns.
Transitional Training Officer
TD Canada Trust
12.2014 - 01.2015
- Played a key role in leading onboarding and training support for the new hire class.
- Facilitated classroom training sessions.
- Designed and delivered presentation decks and learning materials.
- Performed call evaluations, individualized coaching, and performance development to support consistent quality and learning for all new hires
Small Business Customer Service Representative
TD Canada Trust
09.2012 - 12.2013
- Managed high-volume of inbound customer calls, assessed customer needs, and recommended products and services related to Small Business banking.
Transitional Compliance Officer
TD Canada Trust
10.2013 - 11.2013
- Played a key role in developing and delivering new-hire training focused on compliance standards and risk mitigation.
- Facilitated classroom training sessions.
- Delivered presentation decks and learning materials.
- Performed call evaluations, individualized coaching, and performance development to support consistent quality and learning for all new hires
Credit Card Customer Service Representative
TD Canada Trust
05.2011 - 09.2012
- Managed high-volume of inbound customer calls, assessed customer needs, and recommended products and services related to credit cards.
Education
High School Diploma -
Lester B. Pearson High School
Montréal-Nord, QC06.2007
Skills
- Customer Service
- Negotiation and Conflict Resolution
- Teamwork and Interpersonal Relations
- Verbal and Written Communications
- Analytical Skills
- Self-Management
- Employee Development
- Teamwork and Collaboration
Languages
English
French
Italian
Timeline
Customer Cares Manager
TD Canada Trust
03.2019 - Current
Commercial Banking Officer
TD Canada Trust
10.2016 - 02.2019
Transitional Training Officer
TD Canada Trust
12.2014 - 01.2015
Small Business Resource Manager
TD Canada Trust
01.2014 - 09.2016
Transitional Compliance Officer
TD Canada Trust
10.2013 - 11.2013
Small Business Customer Service Representative
TD Canada Trust
09.2012 - 12.2013
Credit Card Customer Service Representative
TD Canada Trust
05.2011 - 09.2012
High School Diploma -
Lester B. Pearson High School