Denise V. Langlais
Lewiston,Maine
Summary
Dynamic tech support leader with a proven track record at TD Bank NA, excelling in first call resolution and team performance. Skilled in problem-solving and communication, I foster a customer-focused environment, driving efficiency and compliance while mentoring teams to achieve high standards in service delivery.
Overview
42
42
years of professional experience
Work History
Tech Support Rover
TD Bank NA
Auburn, Maine
02.2025 - Current
- Assist Tech Support representatives as supervisor with 10 or more chats per hour, handle escalations ensuring first-call resolution, ensure compliance, and provide guidance for best solutions.
Contact Center Representative III Tech Support
TD Bank NA
Auburn, Maine
08.2022 - Current
- Receive customer calls directly as second-level support, provide information and troubleshooting for Zelle, Bill Pay, Quicken and Quickbooks, debit cards, accounts and online banking.
Tech Support Team Manager STA
TD Bank NA
Auburn, Maine
03.2025 - 04.2025
- Supervise tech support team, time-management, call listening, coaching and meetings, Chosen for outstanding metrics and proven leadership and team support.
Contact Center Representative III Fraud STA
TD Bank NA
Auburn, Maine
06.2024 - 09.2024
- Assist customers and representatives with potential fraud on accounts including whether to restrict accounts and additional steps to protect customers from fraud. Review checks and debit cards for the potential release of holds.
Contact Center Representative I
TD Bank NA
Auburn, Maine
04.2020 - 08.2022
- Receive call from customers and branches with questions or problems with their accounts. Work with other departments to ensure proper troubleshooting and solutions.
Front End Service Leader/Trainer
Hannaford Supermarkets (Delhaize Corp)
Lewiston, Maine
02.2018 - 05.2022
- Supervise staff and operations at front end of grocery store, including time and cash management. Train and supervise new employees.
Legal Assistant – Maine and Arizona
Various Law Firms
04.1983 - 01.2003
Education
BA Degree - Mental Health and Human Services
University of Maine Augusta
Augusta, MaineMA - Mental Health Counseling
Walden University
Skills
- Empathy
- Patience
- Customer-focused
- Communication
- Teamwork/Leadership
- Organized and Efficient
- Detail Oriented
- Openness to new ideas and skills
- Perseverance/Problem Solving
Accomplishments
- April 2025 EPIC Award winner – outstanding metrics
- April and May 2025 Team employee of the month – voted by team members
- Tech Support Rover – Chosen for outstanding metrics and performance to supervise tech representatives
- Tech Support Team Manager STA – All members' metrics significantly improved
- New Hire Support/Mentor - Both as Contact Center Representative I and as Tech support representative - provide shadowing and chat support to new and returning employees when requested by manager and independently offered
References
- Carleshia Hood, TD Bank Team Manager, Tech Support, (864) 202-8792
- Drake Routhier, TD Bank Team Manager, Tech Support, (207) 520-6364
- Jessica Hartford, TD Bank Co-Worker, (207) 346-1758
Timeline
Tech Support Team Manager STA
TD Bank NA
03.2025 - 04.2025
Tech Support Rover
TD Bank NA
02.2025 - Current
Contact Center Representative III Fraud STA
TD Bank NA
06.2024 - 09.2024
Contact Center Representative III Tech Support
TD Bank NA
08.2022 - Current
Contact Center Representative I
TD Bank NA
04.2020 - 08.2022
Front End Service Leader/Trainer
Hannaford Supermarkets (Delhaize Corp)
02.2018 - 05.2022
Legal Assistant – Maine and Arizona
Various Law Firms
04.1983 - 01.2003
BA Degree - Mental Health and Human Services
University of Maine Augusta
MA - Mental Health Counseling
Walden University
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