Elizabeth Kendall Email and Phone Number

I support the US Phone Channel for TD Bank, America's Most Convenient Bank. My responsibilities include supporting large scale projects managed by a Project Managfer from a training and communications perspective and managing smaller projects and initiatives that impact three contact centers across the TD footprint. As an ORA my main priorities are successful execution and delivering on new products and services, launching new technology to front line employees, regulatory changes, integrating process improvements and of course the fore front is maintaining a legendary Customer and Employee experience.I am accountable for creating training and communications plans, hosting project update calls, managing time lines and deliverables, providing executive summaries, gaining executive approvals, and in some instances delivering training to leadership.

-Lead system designer on all newly introduced projects to SR-Daily liaison with all partners such as Metrics and Analytics, Product, Technology and Marketing-Assists with all strategic development as it relates to Sales Performance Management and Sales Revenue decision-making-Sales Revenue data feed management (25+), inclusive of quality control checks, investigation of issues, data feed design and testing, building, maintaining and distributing all Sales Revenue reporting, inclusive of web reporting and partner reporting-Subject matter expert on projects impacting Sales Revenue-Responsible for all SR testing for new projects, products and reporting through all levels of corporate testing SIT.BAT, PAT and Production

- Collaborate with several business partners across the bank in departments such as Metrics and Analytics, Product, Technology and Marketing-Assists with all strategic development as it relates to Sales Performance Management and Sales Revenue-Sales Revenue data feed management (25+), inclusive of quality control checks, investigation of issues, data feed design and testing, building, maintaining and distributing all Sales Revenue reporting, inclusive of web reporting and partner reporting-Subject matter expert on projects impacting Sales Revenue-Responsible for all SR testing for new projects, products and reporting through all levels of corporate testing SIT.BAT, PAT and Production

I managed a team of 15-20 agents who provided excellent Customer Service to Customers calling in for assistance with their Online Banking or BusinessDirect profiles. Coached and developed agents to excel in key metrics such as Average Handle Time, Adherence, Compliance, CWI and Sales Revenue. Worked with team to identify career goals and provided opportunities prepare for those aspirations.Provided support to several projects and initiatives as the Subject Matter Expert. Approached projects thinking about the impacts to the Employees and Customer and provided insights on how to best execute on training and communications.