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Nithushan
Team Manager
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Competencies
Demonstrated experience with Flexible and Adaptable.
Demonstrated experience with Conflict Resolution.
Demonstrated experience with Risk Management.
Demonstrated experience with Organization and Time Management.
Demonstrated experience with Leadership.
Education
Summary
Professional profile
Experience
Team Manager
Led employee relations through effective communication, coaching, training, and development.. Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.. Analyzed team performance data to provide meaningful insights, enabling informed decision-making.. Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.. Established strategic partnerships with relevant organizations, expanding the reach of the community and generating new opportunities for collaboration.. Partnered with ID8 and met on a weekly basis to understand needs and mitigate potential problems within customer irritants.. Collaborated closely with hiring managers to understand specific job requirements, ensuring appropriate interview questions were asked.. Streamlined communication channels for increased efficiency in project execution and decision-making processes.
Capabilities Coach
Trained and mentored newly hired specialists with the goal of improving their compliance, advice, LEI, and moving them to a higher quartile week over week through action plans and call evaluations.. Collaborated with management teams to make improvements based on the needs of the specialists and the business to drive engagement and performance.. Conducted presentations and huddles to increase product knowledge or address immediate concerns.. Provide ongoing support for new hires and RTW throughout training on all aspects including chat support, call monitoring, coaching, and more creating confident specialists.. Analyzed open orders, backlog and data to provide teams with insights generated from following systems, jira, tableau and confluence.
Digital Tech Specialist
Analyze, resolve, and provide needs-based recommendations to customers regarding concerns on personal/business accounts driving TD's services to the client base.. Achieve a high level of success by understanding client needs relating to TD web and mobile platforms.. Provided Legendary customer service in an inbound environment through various software such as Gateway, HOST, PEGA, Certapay, Visa Online, Interac CSP and more.. Correct client account discrepancies and adjusted as needed.. Deliver prompt and excellent customer service by selling bank products based on customer needs.
Phone Channel Specialist
Processed personal and business account transactions maintaining client confidentiality and security.. Ability to meet and exceed daily sales targets while adhering to monthly compliance requirements.. Guided and supported customers with their day-to-day banking transactions in a fast-paced environment.. Provided needs-based recommendation to clients to support them with their saving needs.