Sonia S. Email & Phone Number

Canada

Toronto, Ontario, Canada

• Identified learning needs and recommended learning and sustainment strategies in consultation with key partners to develop solutions to achieve desired business outcomes that may include non-learning recommendations
• Managed full cycle of medium to large scale projects including developing project plan; identified key steps, achievements, timelines, and required resources, managing stakeholders, proposing recommendations.
• Procured or built leadership and learning program content in collaboration with colleagues, consultants, subject matter experts (internal and external). Facilitate sessions as needed
• Designed and led stakeholder engagement sessions and focus groups with internal and external partners at all levels as needed
• Developed communication and change management plans, identifyed required organizational touchpoints, timelines, and key messages
• Met with leaders to provide program overviews, guidance on the leader’s role in the provision of information or communication of the program, and mentor leaders on how to appropriately communicate an action plan

• Facilitated the onboarding process for new streamer recruits and manage the day-to-day operations of the program, resulting in a reduction of training time from 2 weeks to 5 days, ensuring their full operational.
• Maintained and updated effective training and recruitment program that aligns with the business requirements
• Developed and updated training materials, including Knowledge Management articles, as needed
• Performed training needs analysis, conducted performance reviews, and implemented re-training programs when necessary
• Supported end-to-end recruitment activities, including sourcing streamers from various platforms, negotiating salaries, creating contracts, and establishing start dates
• Coordinated adhoc projects as necessary

Toronto, Ontario, Canada

• Same responsibilities as Training Specialist below
• Functioned as a subject matter expert within the Prize Centre, actively identifying opportunities for process optimization and facilitating their implementation
• Developed and consistently updated a Skills Training Matrix, which provides a comprehensive view of the current skill sets possessed by each CSS (Customer Service Specialist) in relation to processes or specific.
• Assumed the role of the primary contact person for CSS's, offering support and troubleshooting assistance for day-to-day process issues, with a focus on ensuring prompt resolution
• Generated and communicated inventive solutions for new processes or systems, actively collaborating with key stakeholders including Directors, Senior Managers, and Team Leads to exchange ideas and insights

Toronto, Ontario

• Efficiently designed and delivered comprehensive training programs for new employees, covering all Prize Centre processes, while also providing refresher training as needed to ensure ongoing employee competency and.
• Successfully trained a diverse group of over 50 employees as part of a rigorous New Hire Training plan
• Collaborated closely with system and process development project teams to gather essential information, enabling the development of effective training strategies and execution plans for new systems and processes at the.
• Delivered comprehensive training on new systems both in classroom and virtual settings, incorporating theoretical concepts, demonstrations, and hands-on learning experiences
• Established a centralized Learning Hub using SharePoint/Microsoft Teams Folder, facilitating easy access to all training documentation for quick reference
• Conducted Train the Trainer sessions for other team members, equipping them with the necessary information and skills to support training initiatives during major launches, thus providing valuable assistance to the.

Ontario, Canada

• Acted as the company's representative at nearby pet food retail locations and exclusive weekend events, including tradeshows.
• Proactively interacted with customers to discern their pets' nutritional requirements.
• Addressed general inquiries and sparked enthusiasm for Blue Buffalo products.
• Collected pertinent information about customers' pets to provide tailored recommendations while meeting sales objectives.

Toronto, Ontario, Canada

• Successfully coached and trained multiple branches in the Greater Toronto Area (GTA), supporting over 100 staff members to enhance their digital banking expertise, increase tool utilization, and adapt to new systems or.
• Utilized data analytics to generate monthly email reports for branch managers, offering insights on Digital Engagement performance and tool usage, including Live Sign. These reports identified strengths, highlighted.
• Actively contributed to meetings and assigned projects, creating concise and easily understandable job aids and training manuals. These resources effectively communicated various transformative changes, facilitating.
• Ensured the currency and accessibility of all job aids and resources by utilizing SharePoint. This platform provided convenient and efficient access for the team of coaches and the branch network to obtain and utilize.

Toronto, Ontario

• Provided support to over 1,100 retail branches across Canada in handling customer escalations, this involved resolving Level 1 complaints at the branch level
• Conducted detailed investigations into Level 2 customer concerns, determine the root cause of the issues and irritants, and make recommendations for resolution while meeting SLA requirementsEnsured all cases were.
• Drafted official letters that outlined the client's complaint and provided a detailed resolution, letters were reviewed and signed by the District Vice President to ensure accuracy and accountability

London, Ontario

• Consistently delivered a Legendary experience to existing and potential customers of TD Canada Trust by engaging through multiple social platforms such as Chat, SMS, Twitter, Facebook, TD Helps Forum, and Email, while.
• Acted as the escalation point for customer complaints received via Twitter, Facebook, and Email, ensuring appropriate internal stakeholders were notified, took ownership of resolving the customer's issue effectively.
• Appointed as the lead TD Chat representative, entrusted with the responsibility of testing the platform and offering valuable feedback to the Project Team
• Maintained and updated the DCO resource page, which served as a central repository for various tools and resources utilized by DCOs. This included job aids, email templates, and FAQs specific to different applications

Mississauga, Ontario

• Engaged in meaningful conversations with customers to understand their current and future financial needs, proactively provided advice and recommended appropriate products and services using various systems, while.
• Made significant contributions to the attainment of branch business objectives by consistently meeting or surpassing individual sales targets
• Identified and referred customers to the appropriate team members and internal Bank partners, such as TD Waterhouse, for clients with financial portfolios ranging from 100K to 500K+ in assetsPlayed a role in promoting.
• Demonstrated knowledge of and adherence to Bank and industry codes of conduct, as well as securities laws and regulations
• Displayed understanding of and adherence to bank and branch operating policies and procedures
• Achieved professional and personal development objectives by utilizing learning maps, participating in external courses, fulfilling internal training requirements, and engaging in regular meetings and coaching sessions.

• Demonstrated exemplary service through leadership, coaching, and role-modeling in all customer interactions.
• Oversaw the implementation of the branch's Customer Experience Index (CEI) plan and supported the attainment of CEI objectives.
• Provided coaching to ensure appropriate handling of customer issues, actively participating in negotiations and resolutions when necessary.
• Guided and trained the team on effective advice-giving strategies to enhance the overall customer experience.
• Proactively scheduled and engaged in weekly coaching sessions with the Branch Manager, contributing to personal and professional growth as a successful leader, coach, or mentor.
• Led and implemented performance management processes, supporting employees in their individual development through learning maps and external courses when suitable.

• Earned the title of 2011 Central Ontario Region Champion.
• Consistently delivered friendly and welcoming greetings to customers in-person and over the phone, ensuring a positive "First Impression" experience.
• Ensured appropriate handling of customer inquiries and issues by providing estimated completion dates and following up with clients at their preferred convenient time once investigations were resolved.
• Actively contributed to the branch's Customer Experience Index (CEI) plan by achieving a consistent score of 40.00+ for 9 consecutive months, enhancing customer satisfaction in the waiting area through continuous.
• Assisted in organizing and executing connection days, as well as decorating the branch to suit various themes and occasions.
• Booked customer appointments with financial advisors accurately, aligning with clients' schedules.

• Delivered exceptional customer service, consistently creating positive experiences for customers.
• Proactively assessed customer needs by following RADAR prompts, identifying C3 (Credit Link) opportunities, and activating relevant products.
• Held the responsibility of opening and closing the branch, ensuring the accurate balancing of daily cash cuts while maintaining audit compliance.
• Received a nomination for champions in Q2 of 2007, recognized for outstanding performance in generating Service Requests (SR) and contributing to branch CEI.
• Played an active role in branch connection days by participating in decorating efforts and sharing creative ideas.

Oakville, Ontario

• Provided exceptional customer service by helping customers with appropriate organize solutions
• Restocked merchandise
• Designed and provided quotes for closets
• Cashier

Mississauga, Ontario

• Created and prepared mock-ups for flyers and catalogs before printing deadlines
• Researched product information in preparation for write ups in catalogs and flyers
• Assisted in website development by contacting website developers on layout and which products were to be featured online
• Responsible in photography shoots; propping products in preparation for catalog and flyers
• Assisted CEO for a short period of time completing administrative duties, sorting mail, sending and receiving faxes and emails, phone calls and communicating to the retail stores
• Assisted the Purchasing department creating data entry reports for all products including SKU numbers, price and description of product