Amanda Van Winkle

Operations and Customer Experience professional with 15+ years of experience in high-volume service environments, including six years supporting merchant services onboarding and operations at TD Merchant Services. Known for delivering 95%+ quality scores while exceeding productivity targets and maintaining strong compliance and documentation standards. Skilled at collaborating across Sales, Product, IT, and Operations teams to resolve complex onboarding issues and improve internal processes.

Recognized for strong attention to detail, process knowledge, and mentoring colleagues to maintain high performance and customer satisfaction.

Senior Onboarding & Operations Specialist at TD Merchant Services (2019-05 – 2025-04)

Managed merchant account onboarding and documentation review while maintaining 95%+ first time-right accuracy and consistently exceeding productivity benchmarks.

• Reviewed client documentation and account details to ensure compliance with internal policies and operational standards prior to account activation.
• Collaborated with Sales, Product, IT, Risk, and Account Management teams to resolve onboarding issues and support efficient account setup.
• Promoted to Level 5 Senior Operations Officer in recognition of operational expertise, performance consistency, and leadership within the team.
• Served as Subject Matter Expert (SME) during system testing initiatives and contributed to updates to onboarding guides and internal documentation.
• Supported onboarding workflows for high volumes of merchant accounts in a fast-paced financial services environment.
• Trained and mentored new hires and tenured colleagues, helping improve knowledge transfer and team performance.
• Facilitated team meetings and knowledge-sharing sessions to strengthen operational understanding across the team.
• Contributed to employee engagement initiatives supporting team culture and collaboration.

Customer Care Ambassador at Concentrix (General Motors Account) (2018-03 – 2019-03)

Handled high-volume inbound customer cases related to vehicle warranties and dealership concerns while maintaining strong accuracy and customer satisfaction standards.

• Investigated and resolved complex customer cases involving dealership interactions and warranty claims.
• Maintained accurate case documentation while managing live calls and follow-up communication.
• Utilized tools including Siebel, Outlook, Skype for Business, and PowerPoint to track cases and resolve escalations.
• Communicated technical warranty and product information clearly to customers and internal stakeholders.

Optometry Assistant / Medical Receptionist at Ajax Eye Care (2017 – 2017)

Provided patient support and administrative coordination in a fast-paced optometry clinic.

• Managed appointment scheduling, referrals, billing, and insurance processing using Telus Health and iFile systems.
• Maintained strict confidentiality and accuracy when handling patient medical records.
• Conducted pre-testing procedures including phoropter, tonometry, autorefractor, fundus photography, and visual field testing.
• Delivered high-touch patient service while balancing front-desk responsibilities and clinical support.

Customer Contact Agent / Designated Trainer at Optima Communications International (2012 – 2017)

• Consistently ranked Top 3 in sales performance with quality scores averaging 90%.
• Handled inbound and outbound customer programs while maintaining strong upsell performance.
• Selected as a designated trainer, coaching new hires and supporting ongoing agent development.
• Calls were frequently used as examples in training and coaching demonstrations due to quality performance.

Lead Generator / Marketing Associate at DirectBuy of Toronto East (2007 – 2012)

• Generated qualified leads and scheduled showroom presentations for prospective clients.
• Sold exclusive memberships and supported marketing initiatives.
• Assisted with promotional events and customer outreach campaigns.

Early Childhood Education Diploma – Seneca College

Ontario Secondary School Diploma in Art Major – Ajax High School