Andy Chang Email & Phone Number

• Model and coach a team of service advisors on client advice and education, problem resolution and prevention at first point of contact, and advocate for digital enablement and multichannel usage. Achieved 82.3% net promoter score for client loyalty (Level 4) in fiscal year 2023 as a community. Exceeded NPS above regional target of 75.6% (Level 3)• Ensure high employee engagement through talent management, development & career planning by engaging advisors in a weekly goal setting… Show more • Model and coach a team of service advisors on client advice and education, problem resolution and prevention at first point of contact, and advocate for digital enablement and multichannel usage. Achieved 82.3% net promoter score for client loyalty (Level 4) in fiscal year 2023 as a community. Exceeded NPS above regional target of 75.6% (Level 3)• Ensure high employee engagement through talent management, development & career planning by engaging advisors in a weekly goal setting session which focuses on establishing and reviewing measurable goals for each team player to achieve or exceed • Deliver on team results through strong practice management routines and coaching ability. Key focuses were on driving digital assisted serve transactions, branch booked & closed appointments with solutions as outcomes. Kept team accountable and engaged week over week to consistently meet or exceeded regional targets of over 130% • Collaborate with market leading professionals in financial planning, retirement planning, home equity finance specialists & business banking experts to ensure clients receive customized, expert advice. Service team referred over $29.4M in closed sales volume for 2023• Ensure team is up to date with fraud, anti-money laundering, and operational policies – no operational losses from 2022-2023 Show less

15 Westney Road North, Ajax, On

• Passionate in connecting personally with clients to explore investment and credit options that are best suited for customer’s financial needs• Proactively review customer investor profiles to ensure that portfolios are in line with investment objectives and risk tolerances• Met performance and exceeded behavioural metrics consistently over each fiscal quarter – Q3 2021 real estate lending (money-out) performance was pacing 100% - $3.8M in new purchases, re-finances, and… Show more • Passionate in connecting personally with clients to explore investment and credit options that are best suited for customer’s financial needs• Proactively review customer investor profiles to ensure that portfolios are in line with investment objectives and risk tolerances• Met performance and exceeded behavioural metrics consistently over each fiscal quarter – Q3 2021 real estate lending (money-out) performance was pacing 100% - $3.8M in new purchases, re-finances, and credit protection volume acquired – met target for Q3• Stay knowledgeable about emerging issues, evolving regulations and industry codes of conduct as well as participate in process improvement opportunities to protect the interests of the organization Show less

686 Finch Avenue East, North York

• Resolve customer financial queries and personal banking needs. Build customer confidence on emerging digital banking trends by educating clients on mobile, ATM, and online banking• Understand customer needs and guide customers to the right contact person for appropriate solutions while exercising good judgement in confidential matters• Proactively identified new sales opportunities among both potential and existing clients, exceeding outcome and behaviour metrics within the… Show more • Resolve customer financial queries and personal banking needs. Build customer confidence on emerging digital banking trends by educating clients on mobile, ATM, and online banking• Understand customer needs and guide customers to the right contact person for appropriate solutions while exercising good judgement in confidential matters• Proactively identified new sales opportunities among both potential and existing clients, exceeding outcome and behaviour metrics within the first three months in the role• Collaborate with TD Wealth and small business partners to identify referral opportunities to further grow client relationship with TD beyond personal banking• Follow through on the risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, act in their best interests, and ensure an effectively run branch - was interviewed and passed 2020 branch compliance audit • Recognized as 2019 Q4 Nomination Winner for the Quarterly Spotlight Excellence Program• Recognized as 2020 Q1 Top Branch LEI performer• Recognized as 2020 Q2 Nomination Winner for the Quarterly Spotlight Excellence Program Show less

9600 Mccowan Road, Markham

• Working as a Secure Desk Operator - responsibilities include holding all junior vault combinations, cash management responsibilities as well as opening and closing procedures• Contribute to the achievement of branch business objectives by exceeding individual sales & referral goals• Ensure customer problems are handled appropriately, escalating issues when necessary• Be knowledgeable of and comply with Bank and industry codes of conduct and with securities laws and… Show more • Working as a Secure Desk Operator - responsibilities include holding all junior vault combinations, cash management responsibilities as well as opening and closing procedures• Contribute to the achievement of branch business objectives by exceeding individual sales & referral goals• Ensure customer problems are handled appropriately, escalating issues when necessary• Be knowledgeable of and comply with Bank and industry codes of conduct and with securities laws and regulations• Ensure necessary due diligence to support the accuracy of all customer transactions Show less

Toronto, Canada Area

• Analyze and input data into D3 incident reporting system - ensuring all intelligence records are up to date

Markham, Ontario

• Provide excellent customer service and address needs of customers in a timely and effective manner• Establish and maintain a positive work environment that supports a high Team Member morale• Deliver information in a clear and respectable manner to fellow team members and customers• Capable of teaching others in a constructive and positive manner• Basic computer skills and ability to use computer programs such as Microsoft Word, Excel, and Outlook

Markham, Ontario

• Intermittently delivered lessons to a class of 25 students• Provided both oral and written feedback on student assignments• Assisted teacher with photocopying worksheets and distribution

Education record

Specialist High Skills Major (Certificate In Arts And Culture) & Red Seal Diploma Designation, Business Administration And Management, General

Activities and Societies: Trudeau Theatrics Committee, Established a school fundraiser for the Ontario Sears Drama Festival, Specialist.