THARMINY JEGANATHAN
Brampton,Canada
Summary
Experienced customer service professional with over 10 years of valuable experience. Strong organizational, multitasking, and detail-driven skills. Proficient in Microsoft Office for efficient administrative tasks. Keen eye for detail and commitment to exceptional service. Dedicated to delivering positive experiences and creating a harmonious work environment.
Overview
15
15
years of professional experience
Work History
Mortgage Renewal Specialist
CIBC
11.2023 - Current
- Team Prime
- Met all performance targets, generating the highest number of referral leads in the team.
- Provided guidance and support to newly hired agents by assisting them with questions and explaining procedures.
- Reviewed client financial profiles thoroughly in order to assess the most suitable renewal options
- Streamlined the mortgage renewal process by implementing efficient workflows and organizing client files.
- With strong attention to detail, ensured accuracy of all documentation related to mortgage renewals, reducing the risk of errors and potential penalties.
- Delivered weekly performance reports to the team
Mortgage Servicing Specialist
CIBC
11.2022 - 11.2023
- Take full responsibility for all calls in a professional, considerate and courteous manner
- Focus on Client needs and assist them by going above and beyond
- Always exceeded team NPS goals & targets
- Assisted new team members through ABAY support
- Conducted Presentations for new team members in groups to help them better understand procedures
- Ensure all clients needs or issues were resolved by following up
Disputes and Credit Specialist
CIBC
02.2022 - 11.2022
- Empathize with clients and ensure that concerns are addressed by following up with them
- Gather appropriate information to initiate Visa and Mastercard chargebacks successfully and follow up with client when necessary
- Presented about Stop Payments and Voice Verifications by taking over a huddle
- Assisted ESD with back-end work to write off transactions
- Always exceeded overall NPS score target by minimum 20%
- Suggests EZ4U in every call according to client’s needs
- Assisted co workers by answering questions about procedures and scenarios on a regular basis
Server/ Crew Trainer
OTG Management
12.2014 - 10.2021
- Effectively trained more than 45 staff members in cashier and serving roles. Contributed to a 5% reduction in restaurant costs by implementing better organization and sorting methods. Boosted sales targets by 80% during each shift through recommendations and upselling techniques. Worked closely with team members during high-demand periods to ensure smooth operations and deliver outstanding guest experiences. Supported the onboarding of new employees by offering insights into restaurant standards and best practices.
Tutor
Self-Employed
09.2013 - 05.2017
- Instructed more than 15 students ranging from Kindergarten to Grade 8. Assessed their progress regularly and continuously facilitated their improvement. Designed lessons, assignments, and tests in alignment with their respective grade levels. Assisted with homework by utilizing targeted curriculum and resources.
Customer Service
Walmart
09.2014 - 12.2014
- Recognized as Employee of the Month just three weeks after beginning the role. Consistently surpassed the “Master Card” sales target by 100% during every shift. Provided training and mentorship to new cashiers, offering constructive feedback when needed.
Supervisor
Tim Hortons
08.2013 - 12.2014
- Provided training to over 30 employees on front-end and drive-thru procedures as well as performance targets.
Oversaw and led a team of around 15 staff members during each shift. Achieved a 13% boost in sales by implementing effective upselling strategies during shifts.
Manager / Trainer
McDonalds
11.2009 - 12.2012
Education
Office Administration -
Centennial College
Toronto, ON01.2022
Bachelor’s Degree - Psychology
York University
Toronto, ON06.2012
Skills
- Client Focused
- Time Management
- Microsoft Office Professional Certified
- Typing speed of 55 WPM with 100% accuracy
- Strong analytical skills
- Exceptional interpersonal & problemsolving skills
- Telephone and email etiquette
- Strong work ethic
- Growth mindset
Recognition Awards
- Purpose Award 250 , 12/21/2024
- Purpose Award 250 , 07/30/2024
- Teams on Purpose 100, 10/01/23
- Purpose award 500, 07/01/23
- Q4 Momentum, 10/01/22
- Teams on Purpose 100, 10/01/22
- Purpose Award 1000, 09/01/22
- Honour Award, 01/01/22
Hobbies and Interests
- Event Décor / Planning
- Cake Decorating
- Investing
- Hiking
- Camping
Languages
Tamil
Native or Bilingual
Timeline
Mortgage Renewal Specialist
CIBC
11.2023 - Current
Mortgage Servicing Specialist
CIBC
11.2022 - 11.2023
Disputes and Credit Specialist
CIBC
02.2022 - 11.2022
Server/ Crew Trainer
OTG Management
12.2014 - 10.2021
Customer Service
Walmart
09.2014 - 12.2014
Tutor
Self-Employed
09.2013 - 05.2017
Supervisor
Tim Hortons
08.2013 - 12.2014
Manager / Trainer
McDonalds
11.2009 - 12.2012
Bachelor’s Degree - Psychology
York University
Office Administration -
Centennial College
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