Krubarajah Varatharajah

• Mentor, coach and advise team on advice-giving strategies on banking solutions to improve the overall customer experience and financial confidence

• Promote TD's image and goodwill within the community by participating in community events

• Enhance customer experience by understanding their financial needs and providing appropriate solutions

• Act as the highest point of escalation for the branch to ensure customer issues are handled in the best course of action and participate in the resolution of reported matters when required

• Oversee complex branch administrative duties for mutual funds, real estate secured credit, and other compliance-related issues

• Ensure overall employee scheduling is optimal for service levels

• Develop and implement business development strategies within the budget and communicate results to the team to meet business objectives

• Ensure accuracy of all customer transactions as per TD's policies to achieve operational excellence

• Mentor the team on offering One TD solutions and building lasting relationships with customers and escalations

• Liaise with Wealth and Business Banking (One TD Partners) to stay updated with processes, emerging issues, and industry regulations

• Cultivate a positive and customer-focused work environment that builds productivity, innovation, operational improvement, and professionalism

• Evaluated employee performance through regular feedback sessions which improved morale and productivity significantly.
• Developed training modules and documentation to train staff.
• Established efficient processes for streamlining workflow across departments, highlighting proficiency in process improvement.
• Conducted quality, timely performance feedback and performance appraisals.
• Offered constructive feedback to team members, boosting overall job performance.
• Conducted research into new products or services that could benefit the organization's bottom line.
• Orientated and trained employees, encouraging confidence and helping individuals adapt faster to job roles.
• Communicated plans and actions to meet departmental goals.
• Delegated tasks, freeing up time to focus on higher-value activities.
• Resolved conflicts between team members promptly using sound judgment based on company policies.
• Conducted regular staff meetings to foster effective communication and performance.
• Monitored team productivity and performance to support goals.
• Collaborated with senior management on special projects involving cross-functional teams.
• Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.

• PL&A, Digital, FATCA, NCL, Act as the first point of contact for raised issues using accurate judgment and understanding of policy/process risk, while analyzing all possible options to resolve customers/partners' concerns
• Deliver exceptional service and support for moderate to highly complex problems related to financial products and services with an aim to provide the best solutions
• Perform a range of work tasks that require subject matter expertise in technical processes and procedures gained through job related training and experience
• Recommend opportunities to improve productivity and operational efficacy to managers and teammates
• Identify areas of risk by quickly assessing them when heightened review of any issue is necessary, as well as support business growth and maintain daily touch points with the team
• Coach, train, and mentor new Resource Officers from the Centralized Resource Team to help them enhance their skillsets, while promoting team effectiveness and a positive/diverse work environment.

• Increased customer confidence and loyalty by conducting regular financial reviews, answering questions, discussing portfolio updates, and suggesting relevant options based on their needs
• Provided a range of financial solutions including Mutual Funds, Guaranteed Investment Certificates (GICs)
• Line of Credit (HELOC & ULOC), Mortgages, RESP, Credit Cards, and Protections
• Acted as a point of contact for the frontline staff in handling customer problems and account discrepancies
• Stayed updated on a regular basis about emerging issues and evolving industry codes of conduct, as well as engaged in improvement opportunities to serve the interests of the institution
• Ensured documents are prepared with high level of accuracy that reflects business protocols and ethics
• Participated fully as a team member and contributed towards building an inclusive work atmosphere by assisting others when required and addressing financial issues while maintaining confidentiality.

• Successfully completed Investment Funds in Canada (IFC) Client Engagement – Evaluated portfolios for suitability and risk tolerance, offered personalized investment advice and comprehensive financial planning support to help clients meet their necessities
• Business Development – Analyzed the local market and potential client base to create sales plans
• Consolidated assets held outside of TD through key prospecting activities which centered around proactive phone outreach, lead generation, and customer referrals
• Utilized strong networking skills to expand connections, maintain sales pipeline, and convert appointments into new businesses
• Mentoring and Training – Coached teammates on how to identify customers' needs and offer the right products and solutions, from new accounts and credit products to various different investment options
• Guided peers to help them develop and maintain long-term customer relationships that can contribute to the growth of the institution.

• Surpassed sales metrics by 500+% for all quarters
• Actively listened and proactively identified opportunities to build rapport with clients, formulating meaningful quotations for their needs and gaining high-value loyalty client referrals
• Utilized relevant financial tools (e.g., S3, C3, B-Web) to service clients in a quick and efficient manner
• Performed all financial procedures including Credit Card Applications, Credit Limit Changes, Overdraft, and other day-to-day banking activities
• Stayed updated about the top competitors' products and applied comprehensive knowledge of TD Visa and MasterCard for comparisons and recommendations
• Handled large amount of cash and successfully executed opening/closing duties with manager

• Executed leadership decisions for the team and conducted meetings with senior managers to improve policies, increase sales revenue, reduce expenses, and to make other necessary business changes
• Attended corporate conference calls to discuss P&L statements for business peaks and downs
• Interviewed candidates with senior store manager to select the most eligible employees
• Trained workers to meet sales metrics and to perform as a competitive team in the GTA
• Created biweekly schedules for employees while reducing labor cost without having a shortage of staff
• Worked with territory service providers (e.g., Bell, Rogers, TELUS, and Fido) to fulfill customer needs
• Retrieved merchandise and completed inventory counts, missing reports, and other administrative work
• Regularly marketed products by creating brochures, flyers, and presentations to promote the latest deals.

• As a lead of the department, engaged in the business planning process and set competitive sales targets
• Modeled selling techniques to employees, executed presentations, and set up technical product demos
• Enrolled clients to Best Buy Financing card and Best Buy Visa Rewards Zone card by showcasing the features and benefits in a persuasive manner while catering to their needs
• Successfully resolved customer complaints and handled escalations without compromising the protocols
• Engaged in proactive communications about the business, initiatives, and results through shift-starter meetings and communication boards to relay information and ensure all associates understand the goals.

• Performed exceptionally well as a customer service and sales expert for technology department with “Inspired Selling” technique and intensive product knowledge
• Assisted clients using the Client Engagement Module - Engage, Discover, Advice, and Extend
• Took responsibility for the customer experience in the Solution Shop including customer consultation, customer quote prep, order intake and management, and follow up with leads sent to external services
• Maximized revenue in the Solution Shop by providing in-store and 3rd party services, maintaining the Copy scorecard, evaluating the Print Pros training reports, monitoring the dashboard, and exceeding sales targets
• BCom in Business Management & Marketing