Touqir Islam
Whitby,ON
Summary
Hard-working Accounting major currently working as a Lead Operations Officer II with 7+ years of banking experience across various departments within TD Canada Trust. Possesses strong communication skills and is dedicated to providing a legendary customer experience. Proven knowledge of Branch, Easyline and Operation processes which they intend to leverage in their next role.
Overview
7
7
years of professional experience
Work History
Lead Operations Officer II
TD Canada Trust
06.2023 - Current
- Developed monthly attestation checklist templates across Banking, Estates and Credit Servicing (BECS) to better align with the finance policy and minimize audit findings
- Coordinated and led meetings to inform senior leadership within BECS of operational changes and suggested improvements regarding ARCS Attestation
- Resolved over 500 GL outages on the GLIE Exception Screen to achieve cost savings for the organization
Capabilities Coach I
TD Canada Trust
03.2022 - Current
- Won Capability Coach of the Month 3 times by consistently bringing in enthusiasm and positivity to the new hire onboarding experience
- Successfully onboarded over 75 agents using various methods such as focused coaching, call evaluations and team huddles
- Developed proficiency with a variety of programs such as Agent Webstation (RTA), JIRA, Verint and DPM to enhance the effectiveness of the onboarding process
Easyline Specialist
TD Canada Trust
11.2020 - 03.2022
- Won 2021 Q4 Bravo and 2022 Q1 Bravo in addition to multiple Brilliant Basics and Triple Crown awards
- Focused on building customer relationships by providing solutions that best fit the customer's needs
- Initiated in-depth client conversations and as a result, received 11 out of 14 100% LEI surveys for Q1 2022
Customer Experience Associate
TD Canada Trust
06.2018 - 04.2020
- Consistently paced 250% over the sales target by providing an array of products and finding the
best fit for the customer - Delivered account services such as deposits, withdrawals and bill payments with strong attention to detail
Education
BBA -
McMaster University, Specialized in Accounting
04.2021
Skills
- Analytical problem-solving
- Strong multitasking abilities
- Strong engagement abilities
- Strong Leadership Capabilities
Timeline
Lead Operations Officer II
TD Canada Trust
06.2023 - Current
Capabilities Coach I
TD Canada Trust
03.2022 - Current
Easyline Specialist
TD Canada Trust
11.2020 - 03.2022
Customer Experience Associate
TD Canada Trust
06.2018 - 04.2020
BBA -
McMaster University, Specialized in Accounting
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