Frisnel Guillaume

Boosted customer satisfaction by 18% through service workflow redesigns, frontline coaching, and reducing bottlenecks.
Introduces CX training modules and scripts to align with TD’s brand and values.

Led credit union processing and technical engineering teams, overseeing three pivotal software systems. Delivered substantial reductions in client inquiries, optimized knowledge bases, and streamlined operations. Strategized and executed personalized service plans in collaboration with clients, ensuring seamless integration into Fiserv products.

Executed sales, customer service, operational efficiency, risk applications, internal control, and HR management initiatives to align with branch objectives at the bank. Directed the formulation, execution, and application of effective sales strategies and techniques, fostering additional business for the bank through diverse channels stipulated by the Company.

Assessed branch expenditures and devised tactics to minimize operational costs. Spearheaded staff recruitment, conducted training sessions, identified, and mitigated risks, and executed daily managerial responsibilities. Performed monthly quality assurance review, supported by the Regional Compliance Specialist, to assess the effectiveness of Risk Management, Know Your Customer strategies, policie

Assisted clientele in initiating, overseeing, and enhancing bank accounts and associated products. Conducted comprehensive analyses and situational evaluations to strategically position financial products and services. Provided advisory services to clients regarding the spectrum of available financial services.