Sophia Abrahams
Whitby,Canada
Summary
Seasoned Manager, Cash Management with 15+ year of Customer Service, Sales Support experience and Analytical skills seeking an opportunity that will allow me to be focused on my key strengths: relationship building, ability to break down complex problems, identify pattern or trends, the Customer focus drive, Make logical decisions or predictions and problem-solving.
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Manager Cash Management
TD Commercial Banking
01.2021 - Current
- Oversee, lead, and coach a team of CMSOs while growing talent, developing skills and capabilities to achieve career goals and business results
- Manages a portfolio in line with the business sales model characterized by varying degrees of cash management and deposit complexity requirements
- Identifies referral opportunities across business lines and segments
- Possesses an expert level knowledge of deposit and cash management products, sales, services, management practices and processes, methods and operating standards to drive business performance
- Solves problems of moderate complexity and recommends new and integrated product and service solutions
- Works independently with minimal management guidance and supervision
- Builds stakeholder alignment in providing solutions; conveys deep product or segment context in providing advice to customers and stakeholders
- Build and retain an engaged and diverse team where every colleague and customer are valued, respected, and
- Listened to; committed to a common goal and collaborate to move with speed and get things done
- Demonstrate inclusive leadership by taking meaningful action with intention to support colleagues and
- Customers across all dimensions of diversity, including those from underrepresented communities, being
- Actively anti-racist, attracting and retaining diverse slate of candidates, nurturing mutual respect, inclusivity of
- Thought and collaboration to drive successful results
- Recruit, identify strong talent and develop a diverse talent pipeline of qualified workforce to innovate and
- Maximize individual strengths to lead to a better business outcome
- Enable colleague growth by encouraging colleague development to achieve career and business objectives.
- Ensuring timely motivating appreciation and recognition to all colleagues
- The position reports to the Unit Leader or the Manager, Cash Management II
Cash Management Service
TD Canada Trust
11.2018 - 12.2020
- Provides outstanding Cash Management support to commercial banking clients
- Responds to client emails regarding payroll services (EFT), increase of wire payments, and process approvals
- Adds value to each client relationship by providing services suitable to their cash flow needs
- Act as first point of contact for ongoing cash management questions and concerns, resolving them where possible, and communicating to MCM
- Onboards and provides training to new and existing clients
- Provides support to 8 different teams as well as account managers, relationship managers, and CSO's
- Presents Crash Cash Management course training to business unit managers
- Acting Cash Management Manager in relief of management
- Reviews client accounts to increase CMS revenue and make valid referrals to partners throughout TD
- Recommend investment of surplus funds according to organizational policies.
- Adherence to regulatory, audit and corporate governance requirement.
- Maintain strong client relationships by delivering prompt and effective service support.
- Maintain accurate records and documentation for audit readiness.
- Assist in testing system enhancements, upgrades, migrations and new product features
- Support management in analyzing client usage patterns and product performance.
Small Business Banking Advisor
TD Canada Trust
05.2016 - 11.2018
- Provided small business owners with exceptional service and legendary financial advice to meet their diverse accounts, credit, deposit, investment, cash management, and payment processing needs
- Retained existing and new client relationships through applying HEAT, using benefit statements and “Making it Personal”
- Selected to be a mentor to new colleagues that may need support onboarding to SBAC
- Successfully meet and exceed my target YTD on sales 116% and unit 113%
- Provided sound advice during every client interaction, leveraging all my resources
- Active member on the team, participating regularly in team outings, team meetings and engaging the team initiatives (for example, the team chat)
- Proactive in making recommendations that best suits small business banking customer needs
- Advised customers of pre-approval offer for their small business products BLOC, BODP, BLON, and Credit Cards
- Made valid recommendations and referrals to cash management officer and TD merchant services
- Assisted colleagues from different departments and line of business with accounts and credit product inquire
Customer Contact Agent – Commercial Banking Dept.
BMO Financial Group
02.2013 - 05.2016
- Answered commercial and personal banking inquires
- Proactively recommending products for commercial and personal customers
- Discussing customer needs and fulfilling directly when appropriate
- Ensured compliance and adherence to Bank policies and procedures
- Arranged appointments for commercial banking customer/ make solid referral for cash management, and Moneris solutions
- Assisted commercial banking customers with Tax filling and online issues
Customer Contact Agent - Everyday Banking Dept.
BMO Financial Group
03.2012 - 02.2013
- Answered customers inquiries
- Advised client of pre-approval offer for credit products
- Identified and recommending product cross selling opportunities
- Maintained customer account profile
- Handled calls regarding default credit cards and access cards
- Filed investigation reports for customer complaint
- Assisted customers with their investment goals and needs
Customer Service Representative
Bell TV
09.2011 - 02.2012
- Took ownership of customer satisfaction by effectively resolving minor issues tactfully and in a timely manner, escalating per established policies and procedures guidelines
- Technical support (Troubleshooting with loss of customer Satellite signal, Missing Channels, addressing Bell TV remote to TV and addressing Bell receiver to TV)
- Activated new receiver for new and existing Bell TV customers
- Upgraded and Downgraded TV programming for existing customers
- Setting new accounts/upgrades software
Education
Office Assistant Pathway Program - Office Administration
Durham Continuing Education
Oshawa, Ontario06-2011
Correctional Worker Program - undefined
Centennial College
Scarborough, Ontario06.2006
Skills
- Skilled in administrative support and office management
- Proactive and committed leader
- Proficient in relationship building and communication
- Comprehensive knowledge of financial services
- Detail-oriented and organized
- Client relationship management
- Time management
- Customer service
- Work Planning and Prioritization
- Hiring and training
- Managing operations and efficiency
- Attention to detail
- Decision-making
- Verbal and written communication
- Scheduling and coordinating
- Employee coaching and mentoring
- Operations management
- Complex Problem-solving
- Staff training and development
- Documentation and reporting
- Cross-functional teamwork
- Customer relationship management (CRM)
- Performance management
- Shift scheduling
- Sales techniques
- Sales management
- Business administration
- Expense tracking
- Employee onboarding
- Coaching and mentoring
- Recruiting and interviewing
- Data analysis
- Revenue management
- Positive attitude
- Excellent communication
Languages
English
Certification
- WHMIS Training – 2009
- First Aid/ CPR – 2009
- How to Deal with Difficult People – 2009
Interests
I am someone who's always looking for ways to grow both in my career and in my everyday life Physical fitness and wellness are big parts of who I am; I love pushing myself, staying active, and learning what it really means to build a balanced lifestyle I'm equally energized by technology and innovation, especially where bold ideas meet real world impact Whether it's discovering new tools or exploring smarter ways to work and live, I'm always excited to connect with people who are just as curious and driven
Timeline
Manager Cash Management
TD Commercial Banking
01.2021 - Current
Cash Management Service
TD Canada Trust
11.2018 - 12.2020
Small Business Banking Advisor
TD Canada Trust
05.2016 - 11.2018
Customer Contact Agent – Commercial Banking Dept.
BMO Financial Group
02.2013 - 05.2016
Customer Contact Agent - Everyday Banking Dept.
BMO Financial Group
03.2012 - 02.2013
Customer Service Representative
Bell TV
09.2011 - 02.2012
Correctional Worker Program - undefined
Centennial College
Office Assistant Pathway Program - Office Administration
Durham Continuing Education