Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mansi Pandya

Brampton,ON

Summary

Dynamic Customer Service Representative with a proven track record at Scotia Bank, excelling in digital banking and customer relationship management. Recognized for consistently exceeding performance targets and enhancing customer satisfaction through effective communication and tailored financial solutions. Detail-oriented and adept at resolving complex issues while maintaining a positive, empathetic approach.

Overview

2
2
years of professional experience

Work History

Customer Service Representative

Scotia Bank
Mississauga, Ontario
08.2024 - Current

TD Bank - Mississauga

July 2024 to date.

  • Provided exceptional customer service by assisting clients with everyday banking needs, including deposits, withdrawals, account inquiries, and product recommendations.
  • Educated customers on digital banking options, and guided them through self-service tools to enhance their banking experience.
  • Promoted TD products and services (e.g., credit cards, loans, GICs) by identifying customer needs and offering tailored financial solutions.
  • Resolved customer concerns efficiently while adhering to TD’s compliance, privacy, and risk management standards.
  • Maintained up-to-date knowledge of banking regulations, TD policies, and product offerings.
  • Consistently met or exceeded performance targets, including customer satisfaction (Voice of the Customer), sales referrals, and transaction accuracy.
  • Contributed to a positive branch environment by working collaboratively with team members, and participating in local community initiatives.

Customer Service Representative

KELLY
Toronto, Ontario
07.2023 - 07.2024

Kelly Services, Toronto.

July 2023 to July 2024

  • Delivered high-quality customer support by handling inquiries, complaints, and service requests via phone, email, and chat.
  • Resolved customer issues with efficiency and professionalism, improving satisfaction and retention.
  • Maintained deep knowledge of company products and services to provide accurate information and upsell when appropriate.
  • Documented interactions and transactions accurately in the CRM system (e.g., Salesforce, Zendesk).
  • Collaborated with internal teams (sales, logistics, and technical support) to ensure prompt issue resolution.
  • Achieved key performance metrics such as average handling time (AHT), customer satisfaction score (CSAT), and first contact resolution (FCR).
  • Handled high call volumes while maintaining a positive, empathetic tone in all interactions.

Education

Post-Graduate Certificate - Information Technology And Business Analysis

Conestoga College Institute of Technology And Advanced Learning
Kitchener
08-2022

Bachelor of Science - Computer Engineering

Gujarat Technological University
India, Gujarat
08-2020

Skills

  • Digital banking
  • Customer service
  • Sales referrals
  • CRM documentation
  • Regulatory compliance
  • Customer relationship management
  • Communication skills
  • Decision making
  • Detail-oriented
  • Time management

Languages

English
Professional
Hindi
Professional
Gujarati
Professional

Timeline

Customer Service Representative

Scotia Bank
08.2024 - Current

Customer Service Representative

KELLY
07.2023 - 07.2024

Post-Graduate Certificate - Information Technology And Business Analysis

Conestoga College Institute of Technology And Advanced Learning

Bachelor of Science - Computer Engineering

Gujarat Technological University
Mansi Pandya