Augustine Chan Email & Phone Number

Vancouver, Bc, Ca

Vancouver, British Columbia, Canada

Credit Structuring for TD Wealth, Credit Solutions Group

Vancouver, British Columbia, Canada

• Selected as a keynote speaker across 10 branches in the Richmond South Vancouver and Delta district presenting to 30 attendants as the real estate secured lending (RESL) specialist for the First Time Home Buyer seminar

Vancouver, British Columbia, Canada

• Build deep customer connections to help clients invest their portfolios using goals-based analysis to achieve financial confidence• Pipeline initial contacts with CRM Relationship Builder to follow up on leads and referrals, specifically pre-approval applications on mortgages and help clients achieve funding for real estate property • Analyse individual business metrics and devise monthly, weekly, and daily SMART action plans to achieve self-proficiency in meeting goals and contributing to overall team metrics • Strategize optimal call hours to increase success rate of lead calling and provide an opportunity to connect with prospective customers and introduce TD products and services • Implement top-down approach to goal break-down from management and progressively and quickly adapt to strategies daily to help meet overall metrics and change behaviours as necessary

Vancouver, British Columbia, Canada

• Coached and developed individual colleagues’ behaviours to cultivate their customer service skills by elevating conversations focused on providing additional advice and solutions• Pipelined talent management due to active career development progressions with high volume hiring and working closely with talent acquisition partners to obtain quality candidates to interview• Managed a team of over 20 employees to build teamwork to promote collaboration between service and sales associates in order to foster a cohesive, inclusive and diverse work environment• Championed campaigns and initiatives to drive team unity by building programs focused on behaviour-based reward and recognition amongst colleagues • Thrived in an agile and fast-paced environment requiring critical punctuality on time-sensitive reports• Promoted ethical employee behaviour while embracing colleague challenges to inefficiencies in order to enhance banking systems by being a proponent of radical candor • Conducted daily huddles to reinforce knowledge and uphold audited compliance on a constantly changing banking environment

Vancouver, British Columbia, Canada

• Develop colleague interactions as a supervisor by shadowing their transactions and providing SAO feedback and SOC coaching to build strong behaviours and positive customer experience • Championed campaigns and initiatives to drive team unity and acted as an ambassador of team morale by building programs focused on behaviour-based reward and recognition amongst colleagues• Further developed strong customer relationships by offering personalized financial advice and maintaining long term customer relationships

Vancouver, British Columbia, Canada

• Utilize HEAT model to successfully implement effective customer problem resolution to deescalate concerns as a first point of contact and further increase business metrics by establishing trust and rapport• Mitigate customer escalations by actively perceiving nuanced shifts in customer behaviour and promote positive and professional customer experience resulting in an individual customer experience index score of over 80%• Developed and established strong scorecard results through delivering excellent and efficient customer service and meeting additional needs

Richmond, British Columbia, Canada

• Greeted and assisted customers with their purchases• Managed deliver of merchandise and scanned into our system• Worked as a cashier to process customers' transactions