Stephanie Garland

Experience

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  Procor Limited

  Jul 2015 - Aug 2015

  Accounts Payable and Human Resources Intern, Co-operative Education

  Established comparative metrics for four divisions, enabling the analysis of company performance by each sector to derive advancement and identification of deficiencies. Effectively monitored eight weeks of accounts payable invoices applying analytical and numerical skills to organize correct payment of respective creditors while maintaining up-to-date and exact accounting records.

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  Metro Inc.

  Aug 2015 - Aug 2019

  Front End Supervisor and Store Trainer

  Precisely audited and handled large volumes of cash from 13 registers utilizing quantitative expertise to guarantee the security of assets and accuracy of cashflow statements.Provided exceptional prompt and accommodating customer service through the use of interpersonal skills resulting in high customer satisfaction and retention.Trained new cashiers during the first three shifts to ensure the continuation of superior and efficient service.

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  State Street

  Aug 2019 - Jun 2021

  Securities Valuation Analyst, Associate 2

  Managed 5 top priority clients, utilizing data analytics and market research (i.e., Bloomberg, Reuters, etc.) to ensure all client holdings are valued accurately and prior to SLAs.Initiated multiple agile strategy redesigns of tedious manual processes, identifying deficiencies, and critically analyzing data via MS Excel, increasing efficiency and precision as per industry best practices.Presented an innovative project proposal to the senior management team, communicating the specifications, risk assessment and implementation plan, securing approval to spearhead the department-wide project.Assessed distinct learning styles and provided training for 20+ individuals on client specific processes, simplifying complex concepts, and developing business operations globally, across Toronto, Kanas City, Boston, Pune and Coimbatore.Recognized on several occasions, including for “Strong Work Ethic and Driven to Learn” and “Assisting in Designing E-Learning On-boarding” as part of the company recognition program. Show less

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  TD

  Jul 2021 - now

  Designed the strategy and foundation of a net-new, agile program through the definition of guiding principles, requirements, the PI planning structure, stakeholder interaction models and standard operating processes. Hired, onboarded and continuously coach a team of three leaders to facilitate pod sprints across all lines of businesses within each NACO pillar (Canadian Banking, US Banking, TD Insurance, Wealth and Customer Assistance). Within 10 months, the team enhanced 53 procedures, saving an average of ~46s on respective calls, driving estimated capacity savings of ~$2.5MM. Built and presented a SVP proposal to scale the program to a four-pod model with dedicated delivery support, alignment received to secure an additional 4 FTE in a resource constrained environment enabling the program to increase output by 100%. Show less Continuous root cause analysis within call disposition reporting, identifying trends, competitive landscapes, and areas of opportunity to deepen customer relationships (DCR) and drive capacity savings through a reduction of call volumes and average handle time. Led an agile pod of six forward deployed resources through six sprints consisting of data analysis, opportunity ideation, stakeholder socialization (i.e., platforms & technology, governance & control, etc.), business casing, and VP presentations. Alignment to execute received on a total of 28 customer-centric initiatives with projected annualized capacity savings of ~$3.9MM.Acted as a thought leader in establishing and proposing the “3S Model”, a scalable model and playbook to streamline front-line processes and procedures. SVP approval received to hire two dedicated FTE to stand up a net-new team, “Mission Procedure”, in which the 3S methodology would be scaled across all NACO contact centres (Canadian Banking, US Banking, TD Insurance, Wealth and Customer Assistance). Show less Rotation 2: Mission Customer - TD Insurance & WealthCreated centralized, detailed documents outlining strategic priorities, internal processes, governance models, key stakeholders, etc. to support onboarding and business continuity within the broader team. Designed and executed an internal communication strategy, highlighting critical updates and outcomes resulting in increased awareness and synergies among key partners.Rotation 1: Digital Channels - Digital Tools, Sales Platforms & CapabilitiesConducted data analysis and coded a self-sufficient Excel VBA dashboard, analyzing over 10,000 data points and $250M in assets to ensure profitability and support PI planning.Developed and articulated a business case for Direct Advisor – Virtual Appointment Booking, receiving Approval to Start along with $1.5MM in funding, ultimately projecting approximately ~$14MM in green dollar value brought to the Bank. Show less

  • Product Owner, OneTD Referrals - Wealth Advice Journey (Acquisition)

    Oct 2024 - now

  • Program & Efficiency Manager, Mission Procedure

    Mar 2023 - Oct 2024

  • Wealth Efficiency Pod Manager, Mission Customer

    May 2022 - Mar 2023

  • CPB Management Associate

    Jul 2021 - May 2022