Akshaan Singh
Customer Experience Manager @TD
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WORK HISTORY
Customer Experience Manager @TD
Ottawa, ON, CA
Spearheaded branch leadership to achieve #1 Customer Feedback scores (LEI) in Ottawa West District (March 2024); recognized with Quarterly Spotlight Award (Q2 2024)- Delivered 25% YoY business line growth across seven major product areas: Credit Cards, Chequing/Savings, Personal Lending, GICs, TFSA/RRSPs, Wealth Referrals, and Mortgage Leads- Grew credit card sales by 71%, new account openings by 33%, and boosted referral close rate to 30% through coaching, analytics, and frontline engagement strategies- Implemented 8 time and cost-saving process updates that optimized internal workflows and enhanced online banking experience across customer segments- Built and mentored a diverse team of advisors and service professionals, improving role-specific accountability and creating clear succession pipelines- Oversaw branch operational controls, training, and compliance audits to ensure alignment with TDʼs OpX framework, KYC regulations, and anti-money laundering (AML) procedures- Created weekly, monthly and quarterly action plans to track performance against KPIs, supported with live coaching and data analysis to improve conversion ratios- Acted as escalation point for high-impact service recovery, customer complaints, and partner collaboration across Business Banking, Wealth, and Mortgage lines- Handled all tasks with regards to site and operations management for retail business. Optimized process flows for efficiency.
EDUCATION
Carleton University
BA Honours
SKILLS
ABOUT AKSHAAN SINGH
Dynamic and results-driven professional with over 8 years of progressive experience in retail banking, customer experience, risk management, and team leadership. Demonstrated ability to drive strategic growth, mentor high-performing teams, and implement impactful process improvements. Known for delivering industry-leading customer feedback scores, growing portfolios across business lines, and contributing to digital banking innovation.
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