Regina Goncalves Page 2

Regina Goncalves 761 Adiron Ave, Coquitlam, BC Telephone: Home: 604-637-3662 or Cel: 604-830-2926 Email: [email protected]

PROFILE A highly motivated Financial Services Professional with an extensive background in the Banking industry. Customer focused and goal oriented with a passion and dedication to quality and productivity. Ready to embrace a new career opportunity.

CAREER HISTORY

TORONTO DOMINION BANK, NEW WESTMINSTER, BC 1990-2011

Cash Ordering Service Officer (COS), Western Branch Services Centre, (2007-2011)

 Organized and managed a busy virtual online cash centre for the Western Region.  Maintained cash balances within required limits of BC vaults, by analyzing cash flow and forecasting cash requirements.  Built and maintained excellent relationships with partners both internal and external as well as commercial, small business and corporate clients.  Ensured adherence to Bank operating procedures.  Performed Supervisor duties during vacation periods.  Unit Health and Safety Representative.

Signature Achievements:  Created the Total Performance Training guide to implement process improvements for the job.  Identified and recommended a Lean Continuous Improvement that enhanced the productivity and operational efficiency of the department.  Customer Focused Committee Member.

Commercial Non-Negotiable Officer, Credit Administration Services (2005-2007)

 Balanced GLs to ensure transactions were authorized and items were escalated within established protocols.  Prepared error free legal documents for bank clients.  Displayed high quality and accuracy with daily work to minimize potential for errors, leading to no personal losses.  Ensured timely submission of all reporting including department, partner and metrics.  Obtained proper authorization and adhered to approval limits for all transactions.

Signature Achievements:  Participated in pilot project implementing the new Canadian Securities Registration.  Contributed to #1 ranking in Customer Satisfaction targets for 4 consecutive quarters. Regina Goncalves Page 2

Commercial Loan Accounting Officer- Small Business Banking Small Business Banking-Credit Administration Services (2000-2005)

 Balanced GLs daily to ensure transactions were authorized and items were escalated within established protocols.  Identified and escalated issues and errors that could put the interests of the Bank at risk.  Obtained proper authorization for all transactions and adhered to approval limits.  Efficiently funded small business, commercial and corporate client loans.  Coached and trained new hires.  Ensured that own and teams Service Level Commitments were met.  Supported and contributed to the reduction of controllable expenses within the team & Unit.  Ensured all metrics and reporting were submitted accurately and within timeframes.  Contributed to satisfactory Audit and Self Audit Reviews through adherence to standard operating procedures.

Personal Loan Accounting Officer, (1996-2000)  Created the Total Performance training guide for Personal Loan accounting.  Balanced GLs daily to ensure transactions were authorized and items were escalated within established protocols.  Efficiently funded personal loans

Ledger Officer, (1990 – 1996)

SKILLS AND PROFESSIONAL DEVELOPMENT

 Microsoft Office Word  Knowledgeable of numerous banking  Microsoft Excel systems  Customer Service Experience Model  Outlook Course  Computerized Accounting Diploma  Great Service Conversations Course  Proficient in the Portuguese language

AWARDS AND COMMUNITY SERVICE

 Requested to train in Calgary Branch Services on the elements, procedures, policies and practices on the virtual online cash centre.  Recognized by Peers and Management with awards for teamwork, Customer Service and following the bank’s principles and practice in 2006, 2007, 2008 and 2009.  Active volunteer in the unit’s Social Committee and Community Activity Committee such as the Big Bike Ride, the Food Bank, Blood Donor Clinics, the Union Gospel Mission and the Monarch House.  BC Children’s Hospital fundraising Committee member 2007.  Team Captain for JDRF Ride 2007. Regina Goncalves Page 3

 Staff Appreciation Member.

References available upon request

July 2011

To Whom It May Concern,

I have had the pleasure of working with and subsequently supervising Regina Goncalves a period of 8 years, 2000 to 2008. During that period Regina impressed me with the high quality of work she consistently produced and her high level of engagement overall.

Regina proved herself to be dedicated and conscientious in the performance of her duties. She ensured that she understood what was expected of her. She kept management informed of any obstacles that she identified and offered solutions to overcome them.

Regina demonstrated leadership qualities in stepping up to take on additional responsibilities. She could be relied upon to motivate the team effectively and deliver positive results on the projects that she led.

In my opinion Regina would be an asset to any organization.

If you have any questions or need additional information, please feel free to call me at 604 586-2047.

Sincerely,

Lorraine Ferreira