LINDSAY FERRIS
Oakville,ON
Summary
Natural leader with a passion for helping organizations to achieve strategic objectives through the implementation of training and development initiatives that simplify business operations , improve performance and promote organizational efficiency.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Manager of Customer Experience
TD Canada Trust
08.2021 - Current
- Performed critical evaluations of branch processes identify and implements opportunities for improvement ,enhancing performance and efficiency at all levels.
- Acted as a subject matter expert in HR processes, practices, and initiatives, implementing best practices and solutions to drive organizational success.
- Analyzed and assessed training program outcomes and learning needs of direct reports.
- Trained employees of various roles and conducted on going assessments to identify performance gaps , developing targeted SMART action plans and effective learning solutions when required.
- Worked with managers and employees to maintain regulatory and operational compliance, adhering to company policies, clarifying information, and recommending necessary changes.
- Handled complex employee matters relating to performance management, behavior management, compensation, and employee satisfaction, in alignment with human resources regulatory compliance with municipal, provincial and federal laws.
- Provided on going coaching, compatible with the TD confidence journey to support colleague growth by encouraging development to achieve career and business objectives.
- Supported a culture of continuous learning through Candace to Coaching the TD way.
- Shared knowledge, information, skills, resources, and subject matter expertise amongst the team, ensuring timely communication of issues and encouraging collaboration.
Lead Customer Experience Associate
TD Canada Trust
04.2019 - 08.2021
- Responded to high volume customer requests utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained customer satisfaction with forward-thinking strategies & resource implementation focused on addressing customer needs and resolving concerns.
- Trained new customer experience associates on policies and procedures to support favorable customer experiences and maximize team member development.
- Supervised daily branch operations to maximize results, customer satisfaction, and employee productivity.
- Acted a recognition specialist , driving performance through incentives, rewards, and positive reinforcement.
Education
School of Continuing Studies - Certificate in Human Resources Management
York University
Toronto, ON10.2022
Skills
- Time Management
- Communication
- Process Evaluation and Enhancement
- Goal Setting & Performance Feedback
- Teamwork & Collaboration
- Emotional Intelligence & Active Listening
- Resource Management
Accomplishments
- Trained & developed over 30 colleagues according to the TD framework.
- Successfully completed of the Branch Control Program for F'2023
- Surpassed Customer Satisfaction Goals for F'22 & F23 by committing to training and developing team members.
Certification
- First Aid & CPR Certification - St. John's Ambulance
- Workplace Health & Safety Awareness Certificate
- Women In Leadership Committee Member
- Workplace Health & Safety Committee Member
- United Way Ambassador
- Diversity & Inclusion Ambassador
- TD Wellness Ambassador
Timeline
Manager of Customer Experience
TD Canada Trust
08.2021 - Current
Lead Customer Experience Associate
TD Canada Trust
04.2019 - 08.2021
School of Continuing Studies - Certificate in Human Resources Management
York University
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