Administrator For TD Credit Card, MBNA, CIBC, AMEX and Scotia Bank • Educated clients on coverage benefit, required document, and procedures to reduce repeated inquiry calls by 40% • Handled over 30+ inbound and outbound client interactions daily, delivering accurate and update information on policy • Participated in training, refreshers, and huddles for department policy and procedure updates, technology upgrades, and changes. • Processed status update on clients claim related issue and de-escalated calls • Supported TD, and partner Banks clients with professionalism, empathy and ensuring compliance with privacy standard • Recognized as a Subject Matter Expert (SME) for drafting out de-escalation and call handle strategy