Summary
Overview
Work History
Education
Skills
Awards
Personal Information
Languages
Affiliations
Certification
References
Timeline
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Vanessa Tavernese

Canada

Summary

Dynamic customer experience leader with proven expertise at TD Canada Trust, excelling in conflict resolution and operational efficiency. Recognized for enhancing customer satisfaction through effective team leadership and regulatory compliance. Committed to driving results and fostering relationships, ensuring exceptional service delivery and operational excellence.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Manager of Customer Experience

TD Canada Trust
10.2021 - Current
  • Led a team with integrity through effective coaching and mentorship.
  • Resolved customer complaints as first point of contact, enhancing satisfaction.
  • Provided daily advice to promote exceptional customer experience.
  • Administered complex branch administrative duties to ensure operational efficiency.
  • Participated proactively in regular meetings to drive team alignment.
  • Followed Bank Code of Conduct to mitigate risks effectively.
  • Ensured due diligence for accuracy in all transactions.
  • Completed all administrative tasks promptly to support branch operations.

Lead Customer Experience Associate

TD Canada Trust
03.2020 - 10.2021
  • Acting Supervisor, Responsible to open/close branch
  • Escalate a broad range of administrative transactions
  • Handle customer inquiries and investigations due to teller error
  • Identify customer needs and determine solutions to customer problems
  • Be Knowledge of and comply with Bank codes of Conduct
  • Participating in development and coaching new hires
  • Creating an exceptional experience with every customer through service and advice
  • Contributing positively to the team through the sharing of knowledge, ideas and active participating meetings, coaching and personal development

Customer Experience Coordinator

TD Canada Trust
10.2006 - 03.2020
  • Identified customer needs to recommend suitable products and services.
  • Managed client traffic at welcome desk efficiently and promptly.
  • Conducted account investigations for fraud, wire transfers, and new debit card issuance.
  • Processed legal demand documents and facilitated Td Waterhouse investment transfers.
  • Delivered exceptional customer service with a focus on integrity.
  • Served as Health and Safety Representative, holding relevant certification.
  • Demonstrated leadership to motivate and guide team members.

Customer Fulfillment Officer Commercial Banking

TD Canada Trust
10.2010 - 06.2011
  • Processed high volumes of transactions for business customers across Canada efficiently.
  • Executed wire and stop payment requests with precision and speed.
  • Managed foreign currency purchase transfers, ensuring compliance with regulations.
  • Facilitated TD Waterhouse and inter-account transfers, maintaining accurate records.
  • Certified calques while ensuring documentation accuracy throughout processes.
  • Coordinated shipment of completed work and processed postdated entries promptly.
  • Consistently met tight deadlines across all operational tasks.

Customer Service Representative

TD Canada Trust
08.2003 - 10.2006
  • Processed daily banking transactions, including bill payments, deposits, and withdrawals with accuracy.
  • Assisted in opening and closing procedures, managing cash shipments and orders effectively.
  • Identified customer needs and delivered tailored banking solutions through strategic up-selling.
  • Sent referrals to Financial Planners and Wealth partners to improve client service offerings.

Key Holder/Sales Associate

Buffalo Jeans
09.2000 - 08.2003
  • Assigned daily responsibilities to sales team, ensuring efficient operations.
  • Trained and motivated staff to consistently achieve daily sales targets.
  • Maintained store cleanliness and organization to enhance customer experience.
  • Managed merchandising efforts to optimize product presentation and visibility.
  • Processed daily bank deposits, ensuring accuracy and accountability.
  • Executed store opening and closing procedures with diligence.
  • Achieved sales targets through effective leadership and team collaboration.

School Secretary

St. Clair Catholic Elementary School
01.1999 - 06.1999
  • Managed student lunch program to ensure smooth operations and satisfaction.
  • Prepared OSR for new students to facilitate enrollment process.
  • Handled incoming and outgoing mail to maintain efficient communication.
  • Answered phones and recorded attendance to support daily administrative functions.
  • Executed filing and faxing tasks to organize documentation effectively.

Education

Financial Service Representative Program -

TD Canada Trust’s Continuing Education Course
06.2006

OSSD - Certificate of Endorsement in Business Studies, Certificate of Achievement in recognition of the Co-operative Education Program

Holy Cross Catholic High School Academy
Woodbridge, ON
06.1999

Skills

  • Customer experience
  • Team leadership
  • Conflict resolution
  • Operational efficiency
  • Regulatory compliance
  • Relationship management

Awards

  • LEI Employee of the Month, Etobicoke/Mississauga District, 01/01/20
  • LEI Employee of the Month, Etobicoke/Mississauga District, 03/01/25

Personal Information

Total Experience: I have excelled in my current role and am ready to embark on a new chapter in my career where I can grow and evolve, and take on new challenges.

Languages

English
Professional
Italian
Professional

Affiliations

  • Enjoy Fitness such as Hot Yoga
  • Favorite authors - Byron Katie and Gabrielle Bernstein

Certification

  • Health & Safety Certificate

References

References available upon request.

Timeline

Manager of Customer Experience

TD Canada Trust
10.2021 - Current

Lead Customer Experience Associate

TD Canada Trust
03.2020 - 10.2021

Customer Fulfillment Officer Commercial Banking

TD Canada Trust
10.2010 - 06.2011

Customer Experience Coordinator

TD Canada Trust
10.2006 - 03.2020

Customer Service Representative

TD Canada Trust
08.2003 - 10.2006

Key Holder/Sales Associate

Buffalo Jeans
09.2000 - 08.2003

School Secretary

St. Clair Catholic Elementary School
01.1999 - 06.1999

Financial Service Representative Program -

TD Canada Trust’s Continuing Education Course

OSSD - Certificate of Endorsement in Business Studies, Certificate of Achievement in recognition of the Co-operative Education Program

Holy Cross Catholic High School Academy

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Vanessa Tavernese