Carole Groves

About Carole Groves

A high energy executive with over 20 years experience in both the retail and commercial space. I am best known for creating winning strategies, building effective teams, driving customer and employee experiences and exceeding business expectations. Currently, as the Head of Retail Customer and Employee experience, I conduct regular analysis of customer feedback (surveys) and data to identify areas of improvement and implement action plans accordingly.Developed and implemented strategies to improve employee engagement resulting in decreased turnover and record-breaking employee pulse scores.Developed and delivered training programs to enhance customer service skills, leadership and promote a customer-centric mindset among retail team. Previously, I was responsible for the growth of the Tampa Bay market through the opening of 6 Retail DeNovo locations. In addition to leading the remainder of the footprint for a total of 22 locations.I am also the Chair of Diversity and Inclusion for the state of Florida for TD. Within this role, it is my responsibility to advocate and ensure each team member can bring their true self to work. I am also a mentor to many emerging leaders within the organization. Prior to that role, I was the Head of Employee Experience for the entire organization at TD AMCB. Within that role, I met with senior leaders throughout each line of business and created a best in class employee recognition strategy. Throughout my tenure, I have undertaken many complex assignments, met tight deadlines and consistently delivered a legendary performance.I possess expert knowledge in customer and employee engagement as well as corporate finance. I apply strong financial planning and analytical skills to outperform the competition. I operate with a strong sense of urgency and a need to win.

Experience

1. Head of Retail Customer Experience and Employee Engagement

   TD

   Sep 2022 — Present · Tampa, FL, US

   Conducted regular analysis of customer feedback (surveys) and data to identify areas for improvement and implemented action plans accordingly Developed and implemented strategies to improve employee engagement resulting in decreased turnover and record-breaking employee pulse scoresDeveloped and delivered training programs to enhance customer service skills and promote a customer-centric mindset among retail team

Skills

• Credit
• Mortgage Lending
• Cross Selling
• Financial Services
• Commercial Banking
• Coaching
• Rewards and Recognition
• Best Practices
• Leadership
• Legal Research
• Banking
• Home Equity Lines of Credit
• Management
• Small Business Lending
• Analytical Skills
• Retail Banking
• Consumer Lending
• Branch Management
• Lines of Credit
• Loans
• Commercial Lending
• Creative Direction
• Business Relationship Management
• Customer Service
• Entertainment
• Sales
• Relationship Management
• Project Management