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Customer Service Representative

Calgary, Alberta, Canada
February 26, 2018

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Jennifer Babah

***- **** ********** *****, **

Calgary, Alberta, T2K 5C8

Mobile: 587-***-**** E-mail:

A dedicated customer service professional with over 4 years’ experience in fast pace financial institution, with an ability to communicate with customers using multitude of channels, effectively providing world class service with every interaction to give solutions to problems. Accurately documenting and analysing customers request to resolve issues correctly and quickly with high first contact resolution rates


• 4 years financial customer service relationship management skill

• A pleasant telephone voice that conveys sincerity & confidence

• Emotional resilience to handle complaints and unhappy customers

• Problem solving/Conflict resolution skills

• Strong professional work ethic & team player ability

• Proficient use in Microsoft Office & strong key board skills 50/wpm

• Ability to remain interested and focused when repeating information

• Ability to work flexible hours

Professional Experience

Customer Service Representative October 2013 – December 2017

Etranzact International Plc

• Provided first level support and world class service to financial institution and other customers

• Completed routine banking transactions, responding to member enquiries on products and services, resolving routine to complex customer concerns, and recommending the right products and services to meet customers’ needs.

• Followed up on referral opportunities and assisted the sales team with campaigns and promotions.

• Responded to customer’s inquiries and providing information on the full range of products and services available within the bank.

• Created new accounts, recouping of fund and initiating reversals when necessary for customers.

• Applied proactive selling and relationship management techniques to identify and promote cross-sell and up-sell opportunities in banking products and referring to appropriate personnel.

• Provided prompt and efficient customer banking transactions and services; completing balancing and reconciliation of all account.

• Ensured all documentation relating to assigned product is correct, in order, and following risk guidelines according to policy/procedure.

• Maintained up to date knowledge of all products and services by actively participating in education seminars and training programs.

• Received and responded to over 100 incoming customers inquiry on Etranzact products and service by emails phone calls per day and also resolve any customer complain issues

• Maintained over 2000 customer information database updated any information regarding address, change of names or billing information

• Collaborated with team members to inspire corporate objective to achieve its goals for improves customer satisfaction experience

Key Achievements:

• Achieved target for the year 2016 by soliciting business from 52 dormant accounts successfully

• Successfully handled 16 accounts simultaneously, without a single complain from any account holder in 3 years

• Initiated the self-serve application which was devolved by the IT department and reduced waiting time and increase efficiency by 15%


University Of Port-Harcourt


Referees: Available upon Request

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