Summary
Overview
Work History
Education
Skills
Certification
Timeline
background-images

Tanya Downey

Kamloops,British Columbia

Summary

Knowledgeable and dedicated customer service professional with 29 years of experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Contact Center Representative II

TD Bank Contact Center
01.2025 - Current
  • Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
  • Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
  • Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
  • Ensure customer problems are handled appropriately the first time, escalating issues when necessary

Personal Banking Associate

TD Bank
05.2023 - 01.2025
  • Assisted clients in identifying banking needs and recommending appropriate products.
  • Processed account openings, loan applications, and transactions efficiently to enhance customer satisfaction.
  • Educated customers on digital banking tools and resources for improved financial management.
  • Collaborated with team members to streamline operational workflows and improve service delivery.

Member Service Specialist

Vancity Credit Union
10.2009 - 08.2021
  • Resolve and handle member contacts (including, but not limited to inbound/outbound calls, email, online queries/applications) according to established service and quality standards with the goal of 1st call resolution.
  • Adhering to policy and procedure.
  • Assisted with Senior Agent Que with New Hire Groups.
  • Assisting Member Service Specialists and providing overrides.
  • I have been assigned to special projects by the Senior Member Service Specialist and completed tasks in an efficient and timely manner.

Universal Member Service Agent

Citizens Bank of Canada
10.2005 - 10.2009
  • Responded promptly to incoming calls, determining caller needs.
  • Approaching each call with the goal of First Contact Resolution.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated ability to identify needs and recommend products and services to members.
  • Responded to inquiries, supports members with instructions on e-transfer issues, and conducts general transactions in a professional manner.

Ground Service Agent

Horizon Airlines
08.2004 - 11.2004
  • Assisted disabled passengers that required a wheelchair to and from Aircraft, from checking passengers in and checking baggage and through customs.
  • Answered any questions that passengers may have.
  • Assisted unaccompanied minors to and from aircraft.

Reservation Agent

Super Natural British Columbia
04.2001 - 10.2003
  • Promoting British Columbia, offering free information and reservations for accommodations, transportation, and sightseeing tours for the entire province of B.C.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Resourceful, and detailed oriented with the ability to handle a high volume of calls.

Receptionist

Carter Honda
04.2002 - 11.2002
  • Answering a high volume of calls with customer contact on a constant basis, filing, and data entry.
  • Aptitude to multitask in a diligent environment.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.

Banquet server

First Services Catering
04.1999 - 01.2002
  • Adapted to different environments in a variety of positions as on-call Banquet server.
  • Cocktail server, Hostess and Catering.
  • Maintained a flexible work schedule to meet event needs.
  • Maintained event cleanliness during service by promptly clearing dishes after each course.

Meet and Greet Representative

Princess Cruises Canada
04.2000 - 10.2000
  • Meet and Greet passengers upon arrival at the Sutton Place Hotel and the Four Seasons Hotel, while ensuring their stay was a desirable experience.
  • Checked passengers into hotels and ensured they made to their booked excursions.
  • Quickly and effectively dealt with any complications in the duration of their stay in the hotels.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Worked closely with Meet & Greet representatives at YVR and Port of Vancouver.

Education

Advanced Diploma Program - Travel & Tourism

Canadian Tourism College
Vancouver, BC
08.2004

Dogwood Diploma -

Native Education Centre
Vancouver, BC
04.2000

Skills

  • Problem solving abilities
  • Calm and Professional Under Pressure
  • Customer Service Standards
  • People management
  • Organization skills
  • Communication skills
  • Time management
  • Interpersonal Skills
  • Critical thinking skills
  • Tech-savvy

Certification

Financial Planning 1

Timeline

Contact Center Representative II

TD Bank Contact Center
01.2025 - Current

Personal Banking Associate

TD Bank
05.2023 - 01.2025

Member Service Specialist

Vancity Credit Union
10.2009 - 08.2021

Universal Member Service Agent

Citizens Bank of Canada
10.2005 - 10.2009

Ground Service Agent

Horizon Airlines
08.2004 - 11.2004

Receptionist

Carter Honda
04.2002 - 11.2002

Reservation Agent

Super Natural British Columbia
04.2001 - 10.2003

Meet and Greet Representative

Princess Cruises Canada
04.2000 - 10.2000

Banquet server

First Services Catering
04.1999 - 01.2002

Advanced Diploma Program - Travel & Tourism

Canadian Tourism College

Dogwood Diploma -

Native Education Centre

Similar Profiles

CREATE PROFILE
Tanya Downey