Londa Vavi Mandaku
Toronto
Summary
Results-driven bilingual professional with over 3 years of experience in the financial services and operations sectors, specializing in banking operations, compliance, and retail. Adept at managing cross-functional teams, ensuring adherence to AML and regulatory requirements, and overseeing complex workflows in high-pressure environments. Proven track record of coordinating projects, optimizing systems, and driving operational improvements to meet business goals. With a strong background in customer service, data analysis, and leadership, I thrive in dynamic environments where communication and collaboration are key to achieving success. Fluent in English and French with advanced skills in MS Excel and process improvement.
Overview
8
8
years of professional experience
Work History
Distribution Digital Support Specialist
Canada Life
06.2023 - Current
- Developed proficiency in Salesforce, troubleshooting and providing guidance to improve system functionality
- Managed incoming requests, tracked data, and identified trends to support business operations and client needs
- Coordinated project timelines and resources, ensuring alignment with organizational goals and client satisfaction
- Delivered exceptional customer service while ensuring strict adherence to company protocols, including regulatory compliance requirements
Bilingual Critical Incident Services Coordinator
Telus Health
08.2022 - 04.2023
- Provided expert advice to clients and stakeholders, ensuring compliance with organizational and regulatory standards
- Managed sensitive client data, identifying action items, and offering guidance to stakeholders in a high-pressure environment
- Coordinated complex tasks and developed solutions in response to urgent client needs, ensuring operational efficiency and compliance
Operations Assistant
The Brattle Group
01.2020 - 04.2023
- Supported HR and operational processes, ensuring confidentiality and compliance with company standards
- Developed recommendations for operational improvements, collaborating with cross-functional teams to optimize workflows
- Assisted in client data analysis, providing insights for decision-making and improving service delivery
Operations Officer
TD Bank
11.2016 - 06.2019
- Led cross-functional teams to successfully initiate and manage client transfers, ensuring compliance with regulatory standards, including AML and FINTRAC requirements
- Acted as the first point of contact for escalations, offering timely resolutions while maintaining smooth operations
- Ensured the accurate and timely confirmation of transactions, meeting strict deadlines and managing both manual and system-based processes to ensure high-quality output
- Collaborated with internal and external stakeholders to ensure the seamless execution of operations and improve service delivery
- Led the identification of potential issues in operations and worked alongside management to improve processes and exceed TD's expectations
- Managed and monitored workflows using internal software tools and systems (macros, reports, databases), improving system efficiency and operational tracking
Education
Advanced Diploma - Business Administration - International Business
Seneca College
Toronto, ON05.2017
Skills
- Technical support
- Customer service
- Problem resolution
- Software troubleshooting
- Collaborative team player
- Organizational skills
- Technical background
- IT ticket documentation
- Data analysis
- Escalation handling
- Customer relationship management
- System diagnostics
Languages
English
French
Timeline
Distribution Digital Support Specialist
Canada Life
06.2023 - Current
Bilingual Critical Incident Services Coordinator
Telus Health
08.2022 - 04.2023
Operations Assistant
The Brattle Group
01.2020 - 04.2023
Operations Officer
TD Bank
11.2016 - 06.2019
Advanced Diploma - Business Administration - International Business
Seneca College
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