Yvette Thornton
London,ON
Summary
Personable and dedicated Customer Support Specialist. Calm and composed in stressful situations with, decisive communication and focused solutions. Collaborates easily with a team. Maintains a positive attitude. Has proven skills in implementing innovative ideas and concepts to improve the company both internally and externally, by creating a positive experience to customer, co-workers and management.
Overview
14
14
years of professional experience
Work History
Digital Customer Services
TD Canada Trust
London, ON
11.2016 - 02.2024
- Engaged in active listening with callers to confirm or clarify information and diffuse anger, by responding to inquiries, needs and problems.
- Shared knowledge with team to foster growth and collaboration. Mentored junior team members and managed employee relationships.
- Analyzed customer needs and service trends to identify and correct systematic issues, and implement innovation solution.
- Maximized customer satisfaction by handling inquiries/concerns received by social media, email and telephone interactions.
- Identified opportunities for continuous improvement in personal, departmental and organizational areas to enhance department and company performance.
- Maintained up-to-date knowledge of banking regulations and guidelines for compliance purposes.
- Participated in several beta testing groups to implement innovative changes to meet the need of customers and staff.
- Educated customers on how to use online banking features such as bill pay or transfers etc.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Training and Development Manager
Flying Unlimited Inc
London, ON
08.2010 - 12.2016
- Ensured compliance with applicable laws, regulations and policies related to employee education initiatives.
- Provided guidance for designing, developing, delivering and evaluating up-to-date training materials, and created multimedia visual aids to enhance the training experience.
- Collaborated with management teams, and customer feedback to identify areas of improvement within the organization'.
- Implemented a system of growth, production and training focused on "Innovation, Workability and Collaboration".
- Coordinated team leader motivational initiatives to incentivize professional and personal growth and program improvements.
Education
Law Clerk - Information Technology
Fanshawe College of Applied Arts And Technology
London, ON04-2007
Bachelor of Science - Pure Mathematics
Michigan State University
East Lansing, MI04-1993
Skills
- Customer Relationship Management (CRM)
- De-Escalation Techniques
- Innovative Problem-Solving Abilities
- Innovative Agent of Change
References
References available upon request.
Timeline
Digital Customer Services
TD Canada Trust
11.2016 - 02.2024
Training and Development Manager
Flying Unlimited Inc
08.2010 - 12.2016
Law Clerk - Information Technology
Fanshawe College of Applied Arts And Technology
Bachelor of Science - Pure Mathematics
Michigan State University
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