JAMES YEBOAH
TORONTO,CANADA
Summary
Customer experience professional with strong focus on team collaboration and achieving results. Skilled in customer relationship management, conflict resolution, and data-driven decision-making. Known for reliability and adaptability in dynamic environments. Proven ability to enhance customer satisfaction and drive business growth.
Overview
7
7
years of professional experience
Work History
Manager of Customer Experience
TD Canada Trust
05.2023 - 01.2026
- Trained staff on effective communication techniques to improve customer interactions and resolve issues.
- Analyzed customer data to identify trends, informing strategies for improved user experiences.
- Collaborated with cross-functional teams to streamline processes, enhancing overall service efficiency.
- Led initiatives to increase customer engagement through targeted outreach programs and personalized services.
- Monitored service quality metrics, ensuring compliance with organizational standards and continuous improvement.
Personal Banking Associate
TD Canada Trust
03.2021 - 05.2023
- Assisted customers with account inquiries and transactions, ensuring a seamless banking experience.
- Delivered tailored financial solutions based on individual client needs and preferences.
- Processed loan applications and documentation, maintaining accuracy and compliance with regulations.
- Educated clients on banking products and services, enhancing their financial literacy.
- Collaborated with team members to improve service efficiency and customer satisfaction ratings.
- Resolved customer issues promptly, fostering positive relationships and retention rates.
Lead Customer Experience Associate
TD Canada Trust
04.2019 - 03.2021
- Enhanced customer satisfaction through effective issue resolution and product knowledge.
- Streamlined communication between departments to improve service delivery and response times.
- Mentored new team members on customer service protocols and systems usage.
- Developed training materials for staff to ensure consistent adherence to service standards.
Education
Bachelor of Arts - English
York University
Toronto04.2016
Skills
- Strategic thinking
- Team management
- Data-driven decision making
- Multichannel integration
- Client advocacy
- Sales enablement
Timeline
Manager of Customer Experience
TD Canada Trust
05.2023 - 01.2026
Personal Banking Associate
TD Canada Trust
03.2021 - 05.2023
Lead Customer Experience Associate
TD Canada Trust
04.2019 - 03.2021
Bachelor of Arts - English
York University