Lana Medeiros Silva
Toronto
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
1
1
Certification
5
5
years of post-secondary education
10
10
years of professional experience
Work History
Personal Banking Associate
TD Bank
2025.12 - Current
- Assisted customers in opening new accounts, ensuring thorough understanding of available products and services.
- Processed personal loan, line of credit, and credit card applications by assessing clients’ financial needs, collecting documentation, and ensuring compliance with lending policies and regulatory requirements.
- Cultivated strong client relationships, fostering trust and facilitating long-term business growth.
- Ensured compliance with all regulatory requirements by meticulously reviewing transaction records and adhering strictly to established operational guidelines.
- Advised clients on investment opportunities, including TFSAs, RRSPs, RESPs, and FHSAs, aligning recommendations with their financial goals.
Customer Experience Associate
TD Bank
2025.03 - 2025.12
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
- Employed active listening skills to accurately understand customer concerns and address them effectively.
- Identified opportunities to upsell products and services, enhancing customer offerings.
- Offered personalized recommendations to clients based on individual needs.
- Looked for additional ways to expand products to customers by upselling new products and services.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- Led efforts in maintaining compliance with internal policies and regulatory standards.
- Achieved scorecard excellence by closing 50 units in the most recent quarter.
Assistant Front End Manager
Freshco
2019.04 - 2025.05
- Performed opening and closing duties, including counting cash drawers and preparing deposits.
- Coached and trained new employees on procedures and company protocols, enhancing team integration and performance
- Monitored cash registers, ensuring accuracy in transactions and minimizing theft or discrepancies
- Monitored cash registers to ensure accurate transactions and prevent theft or discrepancies
- Resolved customer complaints or issues in timely and professional manner
- Resolved customer complaints or issues in a timely and professional manner
- Identified and reported suspicious transaction activity on to fraud analytics team for review on Profitect
- Maintained stocked and clean front end, ensuring readiness for customer demands and supporting team productivity
Receptionist
En Vogue Salon and Spa
2018.07 - 2019.04
- Scheduled appointments and updated scheduling software to ensure accurate and timely access for staff and clients
- Answered inquiries about company pricing and policies, providing clear information to enhance customer understanding
- Welcomed guests upon arrival and directed individuals to appropriate personnel
- Scheduled appointments and documented updates in scheduling software
Cashier/Supervisor
Peter's Nofrills
2016.07 - 2018.07
- Maintained clean and organized checkout areas by regularly restocking supplies and ensuring cleanliness.
- Gave customers full attention and attended to their needs
- Provided attentive service to customers, addressing their needs effectively
- Processed refunds and credits for customers while accurately documenting reasons
- Maintained clean, organized, and well-stocked checkout areas to enhance customer experience
Education
High School Graduation Diploma -
Bishop Marrocco/Thomas Merton Catholic Secondary School
1515 Bloor St W, Toronto, ON M6P 1A3Bachelor of Arts (B.A.) - Human Resource Management
York University
4700 Keele St, North York, ON M3J 1P3 2019.09 - 2024.12
Skills
- Client Relationship Management
- Financial Product Knowledge
- Sales Strategies
- Cross-selling sales
- Customer-Centric Approach
- Compliance management
- Team collaboration
- Problem-Solving
- Communication and Interpersonal Skills
- Relationship Building
- Professional demeanor
Certification
- Investment Funds in Canada (IFIC) - Completed 2026
References
References available upon request.
Languages
- English - Native
- Portuguese - Fluent
- Spanish - Intermediate
Timeline
Personal Banking Associate
TD Bank
2025.12 - Current
Customer Experience Associate
TD Bank
2025.03 - 2025.12
Bachelor of Arts (B.A.) - Human Resource Management
York University
2019.09 - 2024.12
Assistant Front End Manager
Freshco
2019.04 - 2025.05
Receptionist
En Vogue Salon and Spa
2018.07 - 2019.04
Cashier/Supervisor
Peter's Nofrills
2016.07 - 2018.07
High School Graduation Diploma -
Bishop Marrocco/Thomas Merton Catholic Secondary School