As a Team Coordinator, I oversee the work of 18 team members and assist in identifying gaps and opportunities for improvement . Some of my responsibilities consist of:Recognizing opportunities to improve our resources and creating guides to assist the team with their inquiries.• Facilitate learning and development opportunities to improve team performance and meet department targets.• Recognized for creating multiple tools and guides that helped improve efficiency and inquiry response time.• Monitoring and managing staffing in our dedicated call center queue to ensure adequate coverage and that we are meeting our service level standards.• Delegating work to team members and assigning work from shared inboxes to make sure client inquiries are responded to in a timely manner.• Collaborating with department leaders to ensure we are aligned in our vision and aware of the challenges ahead.• Guide and empower team members in resolving complex inquiries. • Resolving escalations from clients and external partners to ensure we deliver exceptional customer service.• Reviewing processes and working with internal partners on updating our resources. • Participating in monthly leader update meetings regarding new project rollouts and process updates and assessing the impact on our team and conveying any concerns. • Collaborating with our Systems Support team to solve technical issues and bring forward suggestions for technical enhancements that would benefit our team and clients.• Evaluating client calls to ensure we are providing legendary customer experience.

• Provided guidance to advisors on Canada Life Mutual Fund’s processes and procedures and acted as a liaison between advisors and fund companies.• Built an ongoing relationship with advisors and external partners to help deliver exceptional customer service.• Developed tools and process guides to reduce redundancy and increase efficiency when communicating with our dedicated advisor offices.

• Increased customer satisfaction by providing custom tailored advice.• Followed compliance and KYC processes to ensure TD and its clients were complaint.• Recognized by the general manager for my efforts in increasing sales by participating in various campaigns.

• Led migration project to streamline purchasing activities by transferring them from affiliates to the main service center.• Processed invoices, issued payments, and updated vendor records in Vendor Master Data (SAP).

• Prepared daily sales and ad hoc reports using Excel, SAP and Access to guide managerial decision making.• Analyzed data and identified opportunities to improve sales results.• Worked on projects to improve sales route planning efficiency for agents.