Salva Toufeq
Mississauga,ON
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Manager of Customer Experience
TD Canada Trust
01.2023 - Current
- Meeting customer demands and compliance requirements by ensuring all policies, procedures and guidelines are followed
- Supporting frontline staff by showcasing exceptional customer experiences and resolving complaints
- Coaching frontline staff on providing advice to clients and developing conversation strategies to encourage a legendary customer experience
- Building a positive, equitable, and fair environment by promoting team diversity and encouraging an optimistic environment while maintaining and improving knowledge of the banking industry.
Personal Banking Associate
TD Canada Trust
02.2021 - 12.2022
- Delivered prompt, accurate, and excellent customer service by handling escalating situations and obstacles
- Established connections and built rapport to ensure a positive customer experience and increased customer confidence
- Engaged customers in conversation to meet their current and future financial goals by proactively providing them with advice and appropriate products and services
- Created new client relationships while strengthening existing customer affiliations through a variety of activities and consulting.
Customer Experience Coordinator
TD Canada Trust
04.2019 - 02.2021
- Responded to customers' phone and face-to-face inquiries within the branch
- Utilized standard procedures and reported non-standard activities if required
- Advised and communicated appropriate banking solutions while processing information clearly to customers.
- Ensured customer portfolio and records remained confidential
Education
Master of Education - Developmental Psychology And Education
Ontario Institute For Studies in Education, University of Toronto
Toronto, ON06.2024
Bachelor of Science - Psychology
University of Toronto
Mississauga, ON06.2019
Skills
- Critical Thinking and Analytical Skills
- Qualitative and Quantitative Financial Analysis Skills
- Leadership and Collaborative Teamwork
- Active Listening
- Time Management
- Research Experience
- Oral and Written Communication Skills
- Interpersonal Skills
- Organizational Skills
- MS Office Applications
- Customer Acquisition
- Training and Onboarding
Certification
- Research Ethics TCPS2: CORE, Government of Canada, Sept 2022
- Psychological First Aid in Self-Care, Canadian Red Cross, April 2020
- Psychological First Aid in Caring for Others, Canadian Red Cross, April 2020
Research
Ontario Institute for Studies in Education, University of Toronto, September 2022- April 2023, Wisdom and Identity Lab, Research Volunteer in Dr. Michel Ferrari's Lab, Scoping Review of Wisdom Research
Volunteer Experience
- Crisis Responder, KidsHelpPhone, October 2019- October 2023, Active listening and collaborative problem solving to ensure individuals are healthy and safe, Establishing rapport by demonstrating empathetic and non-judgmental responses to help bring individuals from heated conversations to calming solutions, Trained intensively in detecting and providing appropriate solutions for individuals struggling with suicide ideation, anxiety, isolation, and depression
- Peer Supporter, Canadian Mental Health Association, July 2019- January 2020, Provided problem-solving techniques to help children work through obstacles in their lives, Developed strategies to help individuals cope with mental health challenges and face them head on, Worked one-on-one with children and young adults to help them envision an optimistic future
Timeline
Manager of Customer Experience
TD Canada Trust
01.2023 - Current
Personal Banking Associate
TD Canada Trust
02.2021 - 12.2022
Customer Experience Coordinator
TD Canada Trust
04.2019 - 02.2021
Master of Education - Developmental Psychology And Education
Ontario Institute For Studies in Education, University of Toronto
Bachelor of Science - Psychology
University of Toronto
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