Summary
Overview
Work History
Skills
Accomplishments
Hobbies and Interests
Timeline
Generic

Maureen Clement

Kitchener,ON

Summary

Dynamic leader with a proven track record at TD Canada Trust, adept in analytics and providing strategic insights. Excelled in enhancing data accuracy and customer experience, demonstrating strong communication and leadership skills. Achieved significant improvements in team performance and service quality through effective coaching and innovative problem-solving.

Overview

16
16
years of professional experience

Work History

Manager Analytics & Insights

TD Canada Trust
01.2022 - 01.2024

Quality Control Analyst

TD Canada Trust
01.2019 - 01.2022
  • Data Strategy to deliver first time right data results
  • Close data gaps that have been identified through partner lists
  • Ownership of data accuracy and support the team to deliver SLAs
  • Support to onboard and advocate future digital capabilities
  • Coach team with a focus on the reduction of partner irritants
  • Instill a culture of capturing data first time right
  • Oversight of data inclusive of quality and service levels
  • Act as a Quality control lead on behalf of Senior Manager, Insights

Customer Care Officer

TD Canada Trust
01.2017 - 01.2019
  • Provide a legendary customer experience and own the investigation and resolution of customer problems with a focus on empathy, efficient and quality resolutions
  • Commitment and strong delivery of Make It Personal, HEAT model, and Call (and Resolution) Quality
  • Resolve exceptions and promptly escalate instances where further clarity or interpretation of more complex policies or rules is required
  • Interact with business partners across the organization to resolve issues quickly and highlight process gaps and opportunities for improvement to enhance the customer/colleague experience in reducing customer complaints
  • Appropriate use of CCO empowerment as well as obtaining the required approvals when the right resolution exceeds the CCO empowerment

Manager Customer Service

TD Canada Trust
01.2008 - 01.2017
  • Lead, coach, and model legendary service at every customer interaction
  • Coach to ensure customer problems are handled appropriately, and participate in the negotiation and resolution where necessary
  • Lead and coach the team on advice giving strategies to improve the overall customer experience
  • Lead and apply the performance management process, supporting employees in their personal and performance development
  • Develop and manage the service team by recruiting, training, coaching, and recognizing employees
  • Lead and follow-up on action plans to improve the employee experience
  • Coach team to deliver on branch business objectives by meeting or exceeding individual sales & referral goals
  • Follow and ensure staff are knowledgeable of and comply with Bank and industry codes of conduct

Skills

  • Strong written and verbal communication skills
  • Ability to analyze and provide insight
  • Provide guidance and leadership to peers
  • Identify gaps and provide alternative solutions/suggestions
  • Create and foster a cohesive team and promote a positive work environment

Accomplishments

  • Annual CHAMPION/BRAVO winner - 2013
  • Annual CHAMPION/BRAVO winner - 2014
  • Annual CHAMPION/BRAVO winner - 2016
  • Annual CHAMPION/BRAVO winner - 2020

Hobbies and Interests

  • Exercising
  • Gardening
  • Creating and editing videos
  • Reading
  • Watching live comedy

Timeline

Manager Analytics & Insights

TD Canada Trust
01.2022 - 01.2024

Quality Control Analyst

TD Canada Trust
01.2019 - 01.2022

Customer Care Officer

TD Canada Trust
01.2017 - 01.2019

Manager Customer Service

TD Canada Trust
01.2008 - 01.2017

Similar Profiles

CREATE PROFILE
Maureen Clement