Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lisa TRASMUNDI

Niagara Falls,ON

Summary

Customer Experience Manager offering a 23-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Manager Customer Experience

TD Bank Financial Group
11.2021 - Current
  • Increased customer satisfaction by implementing efficient banking processes and providing exceptional service.
  • Managed banking operations for smooth daily transactions, ensuring accuracy and compliance with regulations.
  • Improved operational efficiency by streamlining processes and implementing new technologies.
  • Developed loyal customer base through personalized service and tailored financial solutions.
  • Coached and mentored staff to improve job performance, resulting in higher productivity and employee retention.
  • Maintained scheduling for main branch to keep shifts appropriately staffed.
  • Assessed employee performance and developed improvement plans.
  • Increased employee retention through effective training and mentorship programs.

Lead Customer Experience Associate

TD Bank Financial Group
01.2015 - 11.2021
  • Assisted in training new tellers to ensure a consistent level of excellent service across the team.
  • Collaborated with other departments to resolve complex issues, enhancing the overall banking experience for clients.
  • Mentored junior tellers, fostering professional growth and improved performance within the team.
  • Maintained compliance with federal regulations and bank policies, mitigating risk exposure for the institution.
  • Served as an essential resource for colleagues seeking guidance on policy interpretations or procedural clarifications.
  • Recognized and prevented fraudulent activities and suspicious transactions.
  • Mentored and trained new tellers on bank procedures and customer service standards.

Customer Experience Associate

TD Bank Financial Group
08.2001 - 01.2015
    • Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
    • Streamlined teller operations for better workflow by implementing time-management strategies.
    • Enhanced branch sales through cross-selling bank products and services to customers.
    • Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.

Financial Services Representative

TD Bank Financial Group
04.2005 - 10.2011
    • Increased client satisfaction by providing tailored financial advice and investment recommendations.
    • Streamlined financial processes for improved efficiency and reduced errors in transactions.
    • Enhanced customer relationships with personalized service and addressing individual concerns promptly.
    • Collaborated with team members to achieve sales targets and improve overall branch performance.
    • Assisted clients in navigating complex financial situations, offering solutions that met their unique needs.

Education

Diploma - Hotel, Resort And Restaurant Management

Niagara College
Niagara Falls, ON
04.2000

Skills

  • Relationship Building
  • Professionalism
  • Analytical Skills
  • Interpersonal Skills
  • Active Listening
  • Problem-Solving
  • Time Management
  • Effective Communication

Certification

  • Investment Funds In Canada- 2005

Timeline

Manager Customer Experience

TD Bank Financial Group
11.2021 - Current

Lead Customer Experience Associate

TD Bank Financial Group
01.2015 - 11.2021

Financial Services Representative

TD Bank Financial Group
04.2005 - 10.2011

Customer Experience Associate

TD Bank Financial Group
08.2001 - 01.2015

Diploma - Hotel, Resort And Restaurant Management

Niagara College

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Lisa TRASMUNDI