Troy Elleston Email & Phone Number

Toronto, On, Ca

Greater Toronto Area, Canada

CASE FULFILLMENT Portfolios:PR (security risk) case subtypes • Credit Reviews (All, Payfac?)• Limit Increases (ISO!)• Funding Holds (Fiserv, FIS, Elavon, Payfac)• eCommerce-Testing (ISO)• ACH-Rejects (Payfac, ISO) • Debit-Suspense (ISO)• Bank-Changes (ALL)• Monthly Billing (Fees & Pricing) (support, ALL)• Reserve Reviews – CX Churn Risk(?) (ISO)• ACH Fatal Return Codes (ISO, Paya, NACHA) • ACH Suspense (ISO, Check Commerce (risk tables))Case & Email Queue Management & Case Delegation: Salesforce CRM | Assigning Team Cases by Case type & Urgency. Internal tracking based on SLAs: external (Processor?) vs. internal Cross Functional Collaboration:Providing support across multiple teams, underwriting, product support, customer success, finance, external stakeholdersInternal Communication:Monitoring (Slack) Channels - Team contribution, responding to Qs in Group Channels on Payment Issues/Difficult Cases, Research.Customer Resolution:Worked closely with CSMs, Organizing/leading Conference Calls w/ stakeholders on Urgent Review Cases (Credit, ACH, Others?), Supporting User access for CX, Focus on reducing CX Churn with Reviews, ↑es Retention, Leading to better ↑es NP Scores for the company.Support & Collaboration for Payments Resolution:Drafting-Creating-Repurposing-Documentation for Technical Processes (All Cases Types) & Email TemplatesBackend Reporting Navigation: Case Research, Automating Financial Reports for CX Reconciliation (CC, ACH), Enabling Fraud Prevention for Security (eCommerce Testing), Pulling Billing Statements from Internal Gateway(s) to assist W/ sending Technical Emails to Merchants (ACH Rejects, Processor Reviews, Reconciliation, eComm-Testing).

Toronto, Ontario, Canada

Manipulated C-AR platform with precision and grit to pull documentation such as invoices, customer references/others when necessary for recon/payments. Zendesk/Used for Daily case assignment/occasional queue monitoring/Handled medium-difficult software issues and liaising between product-engineering teams to deliver technical communication to customers/devOps issues/Sev (1-4!)/Software-Releases/etc..Inbound/Outbound calls.

Canada

Here, in rotation 3, Troy supported multiple individuals, including team leaders, call advisors and others within the insurance advice center by helping to train and equip dozens of folks to work from home in a busy & technical work environment. His performance, also involved assisting with different technical projects across Home & Auto and Life & Travel insurance teams, helping to digitize multiple business processes. He also helped spearhead and launch a new email initiative PILOT campaign for external clients of RBCi

Greater Toronto Area, Canada

Troy in his 2nd rotation, learned how to digitize and execute an e-marketing & communications strategy to deliver an online version of a Take Our Kids to Work Day 2020 program across audiences. He helped to co-design, streamline & implement a new Career Mentor initiative, to help amplify the value of the program by co-presenting a webinar training for numerous volunteers. In meetings, Troy was a willing contributor with all folks, and he continued to remain open and responsive to feedback, while keeping a macro & micro perspective on his contributions across initiatives – with high change and with grace.

Toronto, Ontario, Canada

Participated as 1 of 100 Career Associates, to complete a 1-year program, with multiple hours of professional development experience & 3 banking roles. As in a Commercial Service Operations role - in this 1st program rotation, Troy demonstrated a good understanding of processes and systems and asked inquisitive questions when following-up with clients. He usually confirmed his commitment to external and internal RBC clients with clear and concise language. He also demonstrated accountability by prioritizing all case processes i.e. opening first cases at first point of contact to remain accountable to clients as well. Throughout his 6-month tenure, he was responsive to coaching and continued to process higher numbers of emails from week – to – week.

Toronto, Ontario, Canada

As a seasoned youth educator & young business professional, Troy happily served youth in transition, aged 15-29, from minority groups in the GTHA. My role as a tutor, is to help students meet personal goals and semester objectives, whilst, building proffesional relationships with parents and families in-person or over the phone before formal appointments to continuously understand, and address the changing needs of the student. 1:1 academic support was adequately provided through the use of 24/7 online tools, and lesson-plans were uniquely prepared for tutees in my care. Session reports were typed to keep track of session activities and record work hours for all in person meetings and for front and back end accountability.

Canada

Assisted in the coordination and execution of our 26th annual Take Our Kids To Work Day – and a new virtual experience - with a goal of engaging 224,000 students across Canada. Troy, as RBC associate, was solely responsible to support participants (education partners, workplace hosts) including outreach, registration support and ongoing stewardship as well as contributing to program evaluation and reporting. Such an approach involved co-creating an employee email initiative to increase external engagement with students and employees. Companies such as Deloitte, RBC and Cadillac Fairview were involved and partnered with us to provide their expertise prior to and post, Nov 4th 2020.

25 Spadina Ave

In 2017, Troy was recommended to join the Young Person's Advisory Council with a dynamic group of ambitious young people, to inventively disrupt the mediocre cycle of under-representation in Child Welfare, and to address areas of change to be incorporated into critical aspects of the Children's Aid Foundation's corporate mandates and collective vision(s).In his two year term on YPAC, he witnessed some incredible strides of change, mix and mingle with corporate donors as both a youth ambassador and fundraiser and participate in many neat community events. The CAF, expanded its brand to all of Canada, where they became known publicly as the Children's Aid Foundation of Canada; and now serve youth across the GTHA and abroad. Their work not only indirectly supports many efforts to expand geographical child advocacy in the GTA, but also continues to raise awareness through their new campaign called Stand Up For Kids! Filled several ambassador roles with CAFCDN

Greater Toronto Area, Canada

Toronto, Canada Area

League is a digital innovator who continues to disrupt the business of modern Health Insurance! They connect employees & HR proffesionals to a comprehensive network of health benefits & services, for the opportunity to lead happier & healthier lifestyles. In my short time at League, I juggled different skills and only started to build my profile as a business professional. I utilized my command of technical writing to optimize League's digital marketing assets, and repurpose existing material to strategically expand and amplify their work with new employers.

88 Queens Quay, "Waterfront Campus"

His experience involved working across automotive teams with multiple colleagues to help with different project deliverables by vendor. Each with a different timeline and status. Troy communicated closely with Business Analysts (BA's) & Project Mangers (PMs) to help track project deliverables and budget all financial spend.Biweekly team meetings were facilitated by my manager to update project executives with the "in-progress" status of all automotive projects!

Canada

Tutored students, individually an in groups or learning circlesPromoting the Learning Centre's services to students and faculty through class visits, discussions with faculty, departments and college events, and distribution of marketing materialAdministrative duties as required by the faculty staffCompleted of mandatory orientation and tutor training sessions

Greater Toronto Area, Canada

Provided a positive shopping experience for customers at the end of their shopping experience * Applied the principles of customer service to answer their questions and resolve their shopping concerns * mathematical skills such as adding and subtracting used while operating the cash register to recompense shoppers * Protect/preserve/maintain store policy

Bachelor Of Science - Bs, Biology/Biological Sciences, General, Bsc. Honors Bio-Sci.

Advanced Biotechnology Diploma, Biotechnology, 3.5 Gpa

Activities and Societies: Biotechnology Peer TutorAs a student, I completed over 300+ hours of scientific wet labs while in my program.