Sonia Puzzo
Toronto
Summary
Dedicated banking professional with over 20 years of experience at TD Canada Trust, specializing in customer engagement and financial advisory services. Demonstrated success in leading high-performing teams and enhancing operational compliance, resulting in improved customer satisfaction. Strong commitment to delivering tailored financial solutions while fostering team growth and excellence.
Overview
25
25
years of professional experience
Work History
Personal Banking Associate
TD Canada Trust
Toronto
11.2024 - Current
- Serve as Senior Officer; open/close branch and support daily operations
- Delivered customized guidance with Discovery and Radar tools.
- Assisted CEAs in handling transactions efficiently.
- Enhanced digital banking experience by providing onboarding support.
- Facilitated client onboarding for new accounts.
- Provided guidance on credit card applications.
- Provided guidance on line of credits and loans.
Lead Customer Experience Associate (Contract)
TD Canada Trust
Toronto
05.2024 - 11.2024
- Ensured adherence to audit standards through effective supervision of CEAs.
- Sustained functionality of operational tools such as Manager's Handbook and cash services.
- Trained and coached new CEA hires
- Resolved customer escalations with efficiency.
- Functioned as designated Health & Safety Representative.
Personal Banking Associate
TD Canada Trust
Toronto
07.2022 - 05.2024
- Provided customized guidance utilizing discovery tools.
- Provided assistance to frontline in addressing daily service issues.
- Onboarded clients and supported financial product applications
Lead Customer Experience Associate
TD Canada Trust
Toronto
03.2019 - 07.2022
- Developed CEAs' skills through comprehensive guidance and evaluations.
- Maintained compliance and completed audit tasks
- Provided assistance in wire sign-off processes.
- Supported team efforts in pinpointing referral prospects.
Customer Service Representative
TD Canada Trust
Toronto
02.2007 - 03.2019
- Provided CRC coverage, answered calls, and supported account needs
- Monitored adherence to regulations for secure transaction processes.
Customer Relations Coordinator
TD Canada Trust
Toronto
03.2016 - 03.2018
- Directed LEI initiatives with a focus on maintaining excellent branch premises.
- Organized staff events and customer appreciation efforts
Head Cashier Manager
Freddie’s No Frills
Toronto
09.2000 - 06.2008
- Led a team of over 20 employees.
- Managed talent acquisition, staff training programs, and client satisfaction initiatives.
Education
Medical Office Administration Certificate -
George Brown College
Toronto, ON01.2009
Early Childhood Education Diploma -
George Brown College
Toronto, ON01.2004
Skills
- Legendary Customer Service
- Team Leadership & Coaching
- Operational Oversight
- Compliance & Audit Preparedness
- MS Office
- S3
- C3
- Admin Apps
- Customer Problem Solving
- Digital Banking Support
- Workflow Prioritization
Volunteer Experience
- TD United Way CN Tower Climb & Big Brothers Big Sisters
- St. Hilda’s Nursing Home – Organized senior activities and community events
Timeline
Personal Banking Associate
TD Canada Trust
11.2024 - Current
Lead Customer Experience Associate (Contract)
TD Canada Trust
05.2024 - 11.2024
Personal Banking Associate
TD Canada Trust
07.2022 - 05.2024
Lead Customer Experience Associate
TD Canada Trust
03.2019 - 07.2022
Customer Relations Coordinator
TD Canada Trust
03.2016 - 03.2018
Customer Service Representative
TD Canada Trust
02.2007 - 03.2019
Head Cashier Manager
Freddie’s No Frills
09.2000 - 06.2008
Medical Office Administration Certificate -
George Brown College
Early Childhood Education Diploma -
George Brown College