Suzanne Parsons

Web support for 2 driving applications

TD My Advantage (TDMA) and TD My Insurance. (TDMI)

• provided legendary experience for clients
• first call resolution
• supporting the download
• setting up the app for clients on their telephone
• taking care of passwords set ups and issues.
• troubleshoot and escalate when needed
• advise clients on how to use both applications with phone and online assistance
• reducing customer complaints by providing timely and accurate solutions to reported problems.

Projects within TD Insurance over the 8 years included:

Underwriting Department

- helping out with non-licensed renewal processing

Accounting Department

- payment issues/credit card

- rebates through Covid

- contact letters

Tax Department

- preparing tax letters for clients

First Response Center

- open accident claims for home and auto

- assigning contractors for clients when needed

- supporting them through some of the worst times in their life.

Customer Support Team

- client support for insurance pink slips, payments and any changes

• provided outstanding banking services for clients
• maintained clients credit products
• educate clients on recent changes and upcoming technical changes
• provided secure and confidentiality with clients accounts
• first call resolution
• World Class Certification

• managed classified advertising for London, Ottawa, Toronto and Halifax
• negotiated contract terms with clients, securing favorable agreements for both parties
• increased client satisfaction by building strong relationships and addressing their needs promptly.
• maintained high client retention rate by providing exceptional customer service and anticipating client needs
• processed payments for ads and renewals
• designed ads with business software (Quark and Ad Perks)