Mansi Pandya

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.

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.