TIMOTHY DIETERICH
TD BANK, N.A.
Sabattus,ME
22
years of professional experience
Transformational operations leader with 15+ years in contact center management, fraud resolution, retail banking, and workforce optimization. Expertise in translating business priorities into effective execution, enhancing customer and colleague experiences, and identifying operational risks. Skilled in driving cross-functional initiatives from concept to adoption while developing scalable tools for improved consistency and results.
Work History
US Contact Center / Retail Banking
18 Years 7 Months- Recent USCC initiative and change leadership
- Supported digital assist, NACO GPT, IAP, FPOC, online banking enrollment pilot, LMS readiness, team new-hire support, and leadership development; translated business expectations into actionable solutions, developed coaching plans, guides, and follow-up routines.
- Supported Digital Assist, NACO GPT, IAP, FPOC, the Online Banking Enrollment Pilot, LMS readiness, team new-hire support, and weakened leadership; translated business expectations into solutions, added coaching plans, guides, and follow-up routines.
- Served as a trusted subject matter resource for LMS and technology-related issues and supported new and developing leaders, peers, and colleagues through change and adoption.
- Managed fraud resolution team to ensure compliance and efficiency.
- Fraud Resolution Team Manager / NACC Team Manager
- Created reporting structures, templates, and communication frameworks for accountabilities and expectations, enhancing clarity and consistency across the line of business.
- Co-led a project to revamp Recognition & Reward strategy and improve employee experience; identified recurring customer-experience challenges and created simple resources to improve production and results.
- Identified process and procedural gaps, compliance risks, and operational friction; recommended changes aligned with TD risk-management priorities to simplify customer and colleague experiences.
Assistant Store Manager
2 Years 1 Month- Oversaw store profitability, performance, coaching, scheduling, employee development, and HR matters while ensuring operational and regulatory compliance.
- Performed frontline operational audits achieving passing results for 7 consecutive months, securing highest operations score in Southern Maine region.
- Oversaw daily store operations, ensuring compliance with company policies and procedures.
- Developed and implemented training programs for new employees, enhancing team performance and knowledge.
- Analyzed sales data to identify trends, adjusting strategies to maximize revenue potential.
Team Manager
3 Years 5 Months- Collaborated across lines of business to create and implement credit card training, enhancing knowledge for 250+ employees.
- Analyzed customer-experience results and developed a flow chart adopted as a new standard across the line of business, coaching direct reports and mentoring peers to improve outcomes.
- Led cross-functional teams to enhance operational efficiency and productivity.
- Developed and implemented training programs for team members to improve performance standards.
- Streamlined workflows through process optimization, reducing turnaround times significantly.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
Centralized Resource Team / Team Leader
3 Years- Co-founded CRT/WOW Support; delivered banker support, coaching, new-hire training, conducted formal performance conversations, handled escalated calls, and provided acting supervisor coverage.
- Collaborated with senior leadership to define role standards and scope, resulting in promotion based on high engagement and effective coaching.
- Oversaw daily operations, ensuring team alignment with project objectives and timelines.
- Mentored team members, fostering skill development and enhancing overall performance.
- Developed and implemented process improvements, increasing operational efficiency by streamlining workflows.
Intraday Specialist / Banking Specialist
3 Years 4 Months- Managed staffing, scheduling, forecasting, and performance reporting for US Contact Center to ensure smooth transition during bank acquisition and business expansion.
- Delivered customer service and mentored new bankers while balancing business, leadership, and customer needs in frontline operations.
- Developed and implemented strategic initiatives to enhance operational efficiency across multiple departments.
- Analyzed data trends to inform decision-making and optimize resource allocation for projects.
- Facilitated cross-functional collaboration to streamline processes and improve project outcomes.
Team Manager
1 Year 4 Months- Supervised customer-service team for large financial-commitment building projects; managed $100,000+ monthly business portfolio, payroll, recruitment, employee relations.
- Led cross-functional teams to enhance project efficiency and streamline operations.
- Developed strategic initiatives to improve team performance and drive organizational goals.
- Mentored junior staff, fostering professional growth and enhancing team capabilities.
HR Coordinator
1 Year- Coordinated onboarding and financial-accounting certification programs, ensuring compliance with accounting principles, labor laws, and HR practices.
- Coordinated recruitment processes, ensuring alignment with company policies and compliance standards.
- Managed onboarding programs, enhancing employee integration and engagement across multiple departments.
- Developed training materials to support continuous employee development initiatives and performance improvement.
Education
- Coursework in Mechanical Engineering Technology and Mathematics
- Industrial Engineering Design
- Early Childhood Education
- Process Improvement Graduate - White & Yellow Belt
- TD Phone Channel Boot Camp - Graduate & Winner
Skills
Fraud compliance
Fraud Prevention
Operational Change Management
Change management
Process Improvement
Policy & Procedure Adoption
Project leadership
Customer Experience
Employee Training Programs
Operational Analytics
Stakeholder Influence
Accomplishments
- Delivered FY25 results of 74.7 LEI, 96.1% compliance with no month below 95%, 76.3% FCR, 392-second AHT, and productivity above 96%, while completing operational reporting accurately and on time.
- Facilitated regulatory compliance training for Digital Assist across 8 teams and 120+ colleagues; previously partnered across lines of business to build and implement credit card training for 250+ employees.
- Submitted 9 iPB improvement ideas year-to-date, including one implemented and one in progress, and contributed ideas for Fraud Questionnaire and SmartForm enhancements to reduce friction and avoidable Fraud Resolution contacts.
- Built scalable leader and colleague resources including a Leadership Coaching Cadence, MIP observation tools, Make It Personal guidance, sensitive-fraud customer scripting, reporting frameworks, and an AHT action plan.
SELECTED RECOGNITION
2024 Q3 Epic Award, 2022 Q4 Epic Award, 2018 Q2 League of Excellence, 2017 Q1 League of Excellence, 2015 Q4 League of Excellence
Timeline
Assistant Store Manager
TD Bank NA
06.2018 - 07.2020Read More
Team Manager
TD Bank NA
01.2015 - 06.2018Read More
Centralized Resource Team / Team Leader
TD Bank NA
01.2012 - 01.2015Read More
Intraday Specialist / Banking Specialist
TD Bank NA
09.2008 - 01.2012Read More
US Contact Center / Retail Banking
TD BANK, N.A.
01.2008 - CurrentRead More
Team Manager
Team Manager - ACS, LLC
03.2007 - 07.2008Read More
HR Coordinator
HR Coordinator - SwissRe Insurance
07.2004 - 07.2005Read More
from TD Phone Channel Boot Camp - Graduate & Winner
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from Process Improvement Graduate - White & Yellow Belt
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Southern Maine Community College
from Early Childhood Education
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Central Maine Community College
from Industrial Engineering Design
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University of Maine
from Coursework in Mechanical Engineering Technology and Mathematics
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