Nicole Griffin
Greer
Summary
Seeking a role where I can apply my analytical attention to detail and relationship building skills.
I am a dynamic individual with hands-on experience in leadership, process enhancements and a talent for navigating challenges. Bringing strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
9
9
years of professional experience
Work History
Team Manager II-TDAF
TD Bank
09.2020 - Current
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Streamlined and monitored quality programs to alleviate missed compliance elements.
- Leveraged data and analytics to make informed decisions and drive business improvements and reduce complaints.
WOW! Support Specialist
TD Bank-TDAF
04.2019 - 09.2020
- Handled inbound call duties for TDAF including payments, account questions, updates, and escalations
- Responded to customer messages via Secure Message Center and attended to Resolutions and customer service work items
- Led huddles by briefing teammates on compliance updates and group performance
- Served as primary contact in Greenville for customer complaints and completed coaching documents for each call that was deemed valid per policies and procedures
- Facilitated Ambassador program to train and assist new hires including call listening, side-by-side monitoring, and floor support
- Provided leadership in Team Advocate program to assist new and existing agents including facilitation, monitoring calls, monitoring director, one on one coaching, reviewing team performance, debriefing new hires and providing direct manager support
- Communicated with training personnel to facilitate and provide necessary skills and feedback to new hires
Banking Specialist II - Bilingual
TD Bank-TD Auto Finance
08.2017 - 04.2019
- Answered between 70-75 inbound calls daily to resolve inquiries for customers regarding their auto loan billing statements, claims, and services
- Minimized regulatory risk by maintaining current knowledge of company compliance procedures
- Provided customers with technical assistance using our self-service platforms
- Reported customer experience statistics to team members weekly
Banking Specialist I
TD Bank
08.2016 - 08.2017
- Assisted over 80 customers daily regarding bank deposits, stop payments, checking and savings account transactions, and Regulation E disputes when necessary
- Processed requests to refund customer service charges that included return and overdraft fees
- Successfully met call quality standards while also exceeding sales expectations
Education
High School Diploma -
Riverside High School
Greer, SC06.2013
Skills
- Team Development
- Process enhancements
- Leadership
- Training and Onboarding
- Experience with IEX products
- Compliance risk management
- Relationship building
- Attention to detail
- Cultural awareness
- Analytical and critical thinking
- Policy implementation
- Cross-functional teamwork
Accomplishments
- Collaborated with the US Governance and Control team to develop a net new initiative that would allow our TDAF customers the ability to send and receive requested documentation for their loan. Prior to this initiative TDAF customers were only given the option to mail or fax their documents.
- Worked with ID8 Committee to document and resolve multiple procedure gaps, which led to compliance improvements.
- Used Microsoft Excel to develop Compliance result tracking spreadsheets which enabled the business to identify failures and drive immediate results.
Recognition
- 2018 Q2 LOE Winner
- 2019 Q3 LOE Winner
- 2019 CEO WOW! Leadership Award Recipient
Languages
Spanish
Native or Bilingual
Awards
· 2018 Q2 LOE Winner
· 2019 Q3 LOE Winner
· 2019 CEO WOW! Leadership Award Recipient
Timeline
Team Manager II-TDAF
TD Bank
09.2020 - Current
WOW! Support Specialist
TD Bank-TDAF
04.2019 - 09.2020
Banking Specialist II - Bilingual
TD Bank-TD Auto Finance
08.2017 - 04.2019
Banking Specialist I
TD Bank
08.2016 - 08.2017
High School Diploma -
Riverside High School
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