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Jennifer Gaudet

Jennifer Gaudet

Premier Broker

TD Ameritrade

London, Ontario

Premier Broker at TD Ameritrade/Occasional Teacher for the Thames Valley District School Board

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TD Waterhouse USA

Customer Service Specialist

- Chosen as a participant on the Resource Assistant Program because of dependability, organization and industry knowledge

Career medium 01

TD Bank Financial Group

Quality Assurance Officer

- Actively monitored trends in compliance and recommended appropriate solutions to management to enhance the brand and improve employee performance
- Coached staff one-on-one to provide feedback and improve employee performance
- Facilitated coaching sessions and acted as the primary contact for a team of Client Service Specialists and Traders
- Developed and facilitated training for new hires on the call quality process

Career

TD Ameritrade

Premier Broker

- Place trades for stocks, mutual funds and options on the American stock market for clients
- Proactively service clients' needs by identifying their communication style and offering appropriate TD Ameritrade products and services
- Recognized as a CSI All Star for 2013 Q2 as a result of my proactive approach and commitment to delivering a WOW experience at every opportunity
- Enhanced overall employee experience through my leadership as a member of the Continuance Improvement Committee (CIC) by solving problems as a team and reducing complexity through LEAN

Career medium 01
Career

E. Bank

Telephone Banking Specialist

- Excelled in sales campaigns due to subject matter knowledge, enthusiasm, discipline and communication skills

TD Waterhouse USA

Team Manager

- Coached and developed employees to exceed business objectives in call quality, productivity and product knowledge
- Prepared semi-annual performance appraisals to measure employee success and was recognized for excellent writing skills by Management
- worked with Senior Management to increase CSI on a global level by developing initiatives as a co-lead of the Service Excellence Team (SET)

Career medium 05
Career
Career medium 01

TD Waterhouse USA

Quality Assurance Officer

- Contributed to the TD Waterhouse brand by monitoring the quality of inbound calls on multiple queues
- Led Call Consistency Meetings with Team Managers which streamlined the QA process and ensured evaluations were consistent
- increased customer satisfaction by providing live coaching of new agents and agents focused on call quality

Career

E.Bank Sales and Service

Quality and Skills Development Specialist

- Used sound product knowledge to monitor compliance for Investor Services, Telephone Banking and Sales Delivery Specialists while focusing on CSI
- Led monthly call calibration sessions with Management to ensure consistency amongst work groups
- Produced timely reports on monthly compliance trends for Investment Service Specialists to identify areas of focus and development

Career medium 06
Career

D'Youville College

Initial Teaching Certificate, Biology

The University of Western Ontario

Bachelor of Science (BSc), Honors Zoology

Securities Training Corporation

Series 7/63