Phuong Chu
Markham
Summary
- Strong communication, problem solving, and analytical skills, as well as ability to quickly adapt to changes and learn new concepts and application/tools.
- Ability to work effectively in an environment of conflicting priorities, shifting management structures, and scope changes
- Enable a continuous learning culture by proactively seeking, listening to and actioning feedback from peers and leaders to improve on processes with bank while delivering on outcomes
- Understand risks and deliver on our shared commitments to positively impact customers as a leader and an individual contributor
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
13
13
years of professional experience
Work History
Small Business, Team Manager
TD Canada Trust
05.2022 - Current
- Responsible for managing a team of 14 Business Banking Specialists providing both leadership and guidance on all TD Business banking procedures, policy, and products
- Providing on-going updates to the Senior manager on performance metrics and issues that arise
- Accountable for all aspects of people management including quarterly and annual performance, recruitment, training, career and personal development, and performance management
- Assist and support BBS with all customer escalations as they arise
- Overview employees work schedule, maintaining hygiene in calendar appointments, and approving administrative tasks
- Facilitating frequent large group meetings on product training, enhancements, changes, and feedback
- Provide supervisor overrides where needed for all Business Account openings, Maintenance and Simple Credit
- Assist with all Simple Credit applications submission and completion
- Lead the onboarding of Business Banking Specialist and conduct frequent tailored coaching
- Improved financial forecasting accuracy by analyzing historical data trends alongside current market conditions when making projections for future quarters.
Manager of Customer Experience II
TD Canada Trust
01.2020 - 05.2022
- Lead a team of 20 by providing ongoing support and feedback through daily observational coaching as well as weekly and monthly coaching
- Support the team in resolving customer complaints as per customer problem resolution guidelines
- Coach the team on advice-giving and customer conversation strategies and tactics to improve and promote a legendary customer experience
Lead Customer Experience Associate
TD Canada Trust
03.2019 - 01.2020
- Responsible for efficient operations and supervision of the teller area
- Prepare the branch for opening and closing
- Answering incoming calls and resolving business account inquiries
- Resolving problems or discrepancies concerning customer accounts
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Increased efficiency and team productivity by promoting operational best practices.
Customer Experience Co-Ordinator
TD Canada Trust
01.2016 - 03.2019
- Processing business deposits, withdrawals, bill payments and night deposits
- Answering incoming calls and resolving business account inquiries
- Resolving problems or discrepancies concerning customer accounts
- Explain, promote, and sell products and services such as visas and loans through customer interactions
- Developing constructive and cooperative working relationship with customers and maintaining them over time
Financial Service Representative
TD Canada Trust
09.2016 - 12.2016
- A strong relationship builder and communicator
- Highly organized and result oriented and demonstrate flexibility in adapting to a constantly changing environment
- Trained new to bank Advisors as well as Customer Experience Associates
- Provided ongoing support and guidance
- Responsible for cross-selling financial products and services to customers based on their financial needs
- Answering incoming calls and handling client inquiries and conducting any necessary research that may be required to solve customer concern
- Delivering a number of banking services which includes Mortgages, Loans, Lines of credit, Guaranteed Investment Certificates, Mutual Funds, and Deposit account
Customer Experience Associate
TD Canada Trust
09.2011 - 12.2016
- Processing business deposits, withdrawals, bill payments and night deposits
- Answering incoming calls and resolving business account inquiries
- Resolving problems or discrepancies concerning customer accounts
- Explain, promote, and sell products and services such as visas and loans through customer interactions
- Developing constructive and cooperative working relationship with customers and maintaining them over time
Education
Canadian Securities Course (CSC) license - Investment Representative
College for Fashion -
College for Fashion
Academy of Design - Fashion
Academy of Design
01.2012
Skills
- Coaching and Mentoring
- Operations Management
- Managing Operations and Efficiency
- Teamwork and Collaboration
- Problem-solving abilities
- Multitasking
Summaryofqualification
- Strong communication, problem solving, and analytical skills, as well as ability to quickly adapt to changes and learn new concepts and application/tools.
- Ability to work effectively in an environment of conflicting priorities, shifting management structures, and scope changes.
- Enable a continuous learning culture by proactively seeking, listening to and actioning feedback from peers and leaders to improve on processes with bank while delivering on outcomes.
- Understand risks and deliver on our shared commitments to positively impact customers as a leader and an individual contributor.
Languages
English
Full Professional
Chinese (Cantonese)
Limited Working
Vietnamese
Elementary
Accomplishments
Champions Winner 2012
Champions Winner 2019
Outstanding Winner Q2, 2023
President Pick Winner Q2, 2024
Interests
- Fashion
- Music
- Travelling
Timeline
Small Business, Team Manager
TD Canada Trust
05.2022 - Current
Manager of Customer Experience II
TD Canada Trust
01.2020 - 05.2022
Lead Customer Experience Associate
TD Canada Trust
03.2019 - 01.2020
Financial Service Representative
TD Canada Trust
09.2016 - 12.2016
Customer Experience Co-Ordinator
TD Canada Trust
01.2016 - 03.2019
Customer Experience Associate
TD Canada Trust
09.2011 - 12.2016
College for Fashion -
College for Fashion
Academy of Design - Fashion
Academy of Design
Canadian Securities Course (CSC) license - Investment Representative
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