Tejal Panchal

Promoted from Sales Associate to Store Manager in May 2024, based on strong performance and leadership.

• Delivered exceptional client service, building lasting relationships through attentive listening, product education, and tailored support.
• Promoted store services such as shipping, printing, and mailbox rentals by identifying customer needs, and offering suitable solutions.
• Trained and supervised team members on compliance standards, upselling strategies, and the use of digital tools (POS system).
• Managed daily store operations, including cash handling, scheduling, inventory control, and staff performance.
• Resolved customer escalations professionally and efficiently, improving client satisfaction and retention.
• Guided customers through digital service options, enhancing confidence in using self-service tools.

• Supported global clients and financial advisors by resolving queries related to investment tools, like Morningstar Direct, Advisor Workstation, and Morningstar Investor.
• Led major projects (Morningstar Investor and Retirement Manager) focused on platform usability, content clarity, and escalation handling.
• Directed client retirement planning queries (401k/403b) to licensed teams, ensuring regulatory compliance.
• Trained and onboarded new team members; created help guides to improve service quality, and efficiency.
• Collaborated with internal teams across regions (Canada, U.S., EMEA), and external partners (e.g., TD Ameritrade, Voya) to resolve complex issues.
• Managed client cases and documentation via Salesforce (Classic and Lightning), ensuring accuracy and compliance.
• Contributed to internal fundraising and CSR initiatives to support company culture and community involvement.

• Delivered multi-channel support (calls, emails, chats) for billing and account queries, ensuring high client satisfaction and retention.

• Handled 50+ daily client interactions, enhancing retention and loyalty through personalized service. Trained new hires on CRM tools and communication standards to ensure consistent service quality.