Hi, I’m
SARAH MACARTNEY
London,ON
Summary
Results-driven Financial Services professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Honors Bachelor of Arts Graduate of Sociology ; adept at strategic planning, process improvement, and fostering culture and brand excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
12
years of professional experience
Work History
TD Canada Trust
Manager of Customer Experience and Sales
10.2023 - Current
Job overview
- Manage , lead and motivate employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Leveraged data and analytics to make informed decisions and drive business improvements.
TD Canada Trust
Personal Banking Associate
05.2022 - 10.2023
Job overview
- Proactively reaching out to current clients for financial health check-in's, ensuring their portfolio and current financial goals are still feasible, attainable and are being updated in the event of life changes
- Estate planning
- Find ways to save the customer money and make them money - at every interaction
- Participated actively in staff training programs designed not only for personal professional development but also for enhancing overall team performance levels.
- Conducted regular account reviews to identify opportunities for cross-selling additional bank products and services.
- Resolved complex customer issues promptly, escalating matters when necessary to ensure timely resolutions and maintain client satisfaction.
- Increased client retention through exceptional relationship-building and proactive problem-solving skills.
- Maintained up-to-date knowledge of industry trends, enabling the provision of informed guidance on market developments affecting client portfolios.
- Implemented innovative sales techniques that contributed significantly to increased revenue generation from existing clients as well as new business acquisition efforts.
- Collaborated with branch management to develop targeted marketing initiatives aimed at attracting new customers and increasing overall business growth.
Western University All-Girl Cheerleading Team
Coach
09.2022 - 09.2023
Job overview
- Collaborated with other coaches to share best practices, techniques, and insights for overall program improvement.
- Developed strong relationships with players'' families to encourage support and involvement in their athletic growth.
- Enhanced team performance by developing and implementing effective coaching strategies.
TD Canada Trust
Everyday Banking Specialist
05.2019 - 09.2021
Job overview
- Successfully resolved complex customer complaints, demonstrating empathy and professionalism throughout the process.
- Maintained excellent client relations, resulting in increased referrals and repeat business.
- opportunity to be 1 of only 75 TD employees in Canada to participate in a Cross-Border Banking pilot project with TDAMCB in USA. Having experience as dual employee for both TD Canada and TD USA during this time was both rewarding and extremely challenging
- Presented products and services to customers using in-depth knowledge to answer questions.
TD Canada Trust
Customer Experience Associate
08.2018 - 05.2019
Job overview
- Looked for additional ways to expand products to customers by upselling new products and services.
- Employed active listening skills to accurately understand customer concerns and address them effectively.
- Collaborated with team members to develop effective strategies for enhancing the overall customer experience.
Forest City Gymnastics Club
Coach
01.2013 - 04.2019
Education
The University of Western OntarioLondon, ON
Bachelor of Arts from Major in Sociology, Minor in Psychology & English
04.2021
University Overview
- Graduated Cum Laude Honors
- participated on the Western Cheer team for all 4 years of study while maintaining Honors status.
Skills
- Team leadership
- Verbal and written communication
- Staff management
- Policy implementation
- Conflict resolution
- Marketing
- Negotiation
- Brand management
- Documentation and reporting
- Performance management
- Relationship building
- Operations management
- Customer relationship management (CRM)
Community Service
- Women in Leadership
- Minorities @ TD
- Workplace accessibility
- Fraud-Risk Management
- United way fundraisers
References
Available upon request.
Languages
English
Native or Bilingual
Timeline
Manager of Customer Experience and Sales
TD Canada Trust
10.2023 - Current
Coach
Western University All-Girl Cheerleading Team
09.2022 - 09.2023
Personal Banking Associate
TD Canada Trust
05.2022 - 10.2023
Everyday Banking Specialist
TD Canada Trust
05.2019 - 09.2021
Customer Experience Associate
TD Canada Trust
08.2018 - 05.2019
Coach
Forest City Gymnastics Club
01.2013 - 04.2019
The University of Western Ontario
Bachelor of Arts from Major in Sociology, Minor in Psychology & English
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