Krystal Hynes
Fergus,Ontario
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Empathic when handling difficult situations with discretion in all manners of confidentiality. Understand operating policies to support a positive and equitable work environment. Extensive experience processing and detecting fraud by conducting effective investigations in alignment with TD Canada Trust's defined protocols and the bank code of conduct. A proven history of building customer satisfaction and loyalty by delivering top-notch support and service. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Overview
14
14
years of professional experience
Work History
Customer Service Advisor
TD Canada Trust
Fergus, ON
01.2021 - Current
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Described product highlights and benefits to help guide purchasing decisions.
- Reached out to customers to offer assistance with account and service issues, as well as propose new products or service choices.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed and resolved complex issues quickly.
- Insure accuracy of all transactions by evaluating, analyzing and investigating potentially suspicious account activity and notifying a manager if required.
- Staying up to date on the current fraudulent schemes and educating customers about them.
Financial Service Rep and Customer Service Rep
TD Canada Trust
Guelph, ON
03.2012 - 02.2019
- CSR duties and working the CRC desk, when needed
- Opening and Closing procedures
- Champions award 2013.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
District Trainee- Financial Service Representative
TD Canada Trust
Guelph, ON
04.2011 - 03.2012
- Assisted customers with more complex transactions and other financial matters.
- Learned new materials, processes, and programs quickly.
- Attended training courses to build understanding of processes, techniques, and industry.
- Supported departmental tasks to increase understanding of industry processes.
- Shadowed senior team members to learn all related jobs and tasks.
- Interacted with customers under supervision to support operational objectives.
- Acted with integrity, honesty and knowledge to promote culture of company.
- Established lasting relationships with peers, leadership and customers using strong communication and interpersonal skills.
- Adhered to corporate data confidentiality rules, mitigating breaches.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Handled day-to-day customer or client questions via telephone or email.
- Performed administrative functions, answering phones and filing paperwork in support of department.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
Customer Service Representative
TD Canada Trust
Fergus, ON
05.2010 - 04.2011
- Assisted customers with their day-to-day banking transactions
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Answered questions regarding customers' accounts and transactions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
Education
Executive Office Administration -
Conestoga College
Kitchener, Ontario05.2010
Skills
- Connecting with customers
- Complaint Handling
- Payment Processing
- Dispute Resolution
- Customer Relations
- Building Rapport
- Quality Assurance
- Sales Proficiency
- Account Management
- Escalation Management
- Research and Due Diligence
Awards
Champions 2013
Timeline
Customer Service Advisor
TD Canada Trust
01.2021 - Current
Financial Service Rep and Customer Service Rep
TD Canada Trust
03.2012 - 02.2019
District Trainee- Financial Service Representative
TD Canada Trust
04.2011 - 03.2012
Customer Service Representative
TD Canada Trust
05.2010 - 04.2011
Executive Office Administration -
Conestoga College
Similar Profiles
Alessandro PompiliAlessandro Pompili
Manager Life & Health Support Services at TD Canada Trust (TD Insurance – Support Services)Manager Life & Health Support Services at TD Canada Trust (TD Insurance – Support Services)
Abhilash NyatiAbhilash Nyati
Personal Banker at TD Bank Group - TD Canada TrustPersonal Banker at TD Bank Group - TD Canada Trust
Vedansh VyasVedansh Vyas
Personal Banking Associate at TD Canada Trust (TD Bank)Personal Banking Associate at TD Canada Trust (TD Bank)
Lu ZhangLu Zhang
Personal Banking Associate at TD Canada TrustPersonal Banking Associate at TD Canada Trust
Jenna BunaJenna Buna
Administration Assistant/Client Care Coordinator at Keller Williams Home Group RealtyAdministration Assistant/Client Care Coordinator at Keller Williams Home Group Realty