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Customer Service Sales

Mississauga, ON, Canada
April 27, 2016

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Trend Financial

Audit Team Manager 2015 – Present

Plans financial, regulatory, compliance or operational reviews/audits.

Coordinates work with Risk, Legal & Compliance and other control-related activities and with others within Internal Audit.

Conducts risk assessments and identifies controls in place to mitigate identified risks.

Performs audit procedures to verify that controls are operating through testing and interviewing techniques.

Analyses and concludes on effectiveness and efficiency of control environment.

Identifies control gaps and opportunities for improvement.

Documents the results of audit work in accordance with audit department standards.

Prepares timely audit reports for executive management, the Audit Committee and the Board of Directors.

Acts as primary client liaison within Internal Audit for one or more VPs / division heads.

Assess, evaluate and promote compliance to internal ING Direct policies.

Contributes, as appropriate, in the year-end financial audit with the external auditor.

Provides advice on internal control and participates in enhancing internal audit standards and practices within Organization.

Researches new or technical subjects when required to support audits (e.g. OSFI Guidelines,

market risk, financial instruments, etc.)

Provide feedback on performance of Internal Auditors, on audit assignments, as applicable.

Trend Financial

Credit Analyst 2014 – 2015

Analyze credit data to determine the degree of risk involved in extending credit.

Make decisions to approve or deny the extension of credit within set credit authority.

Develop sufficient dealer relationships that ensure volume objectives and credit quality.

Capture automotive finance contracts that meet financial profitability criteria for pricing and performance.

Ensure credit center office cooperation with other departments, to maximize efficiency within the company.

Achieve required credit quality and productivity by ensuring all queues are worked to acceptable service levels.

Perform data entry for all contract packages on a daily basis in a timely manner

Communicate effectively to internal and external personnel regarding status of contracts in process

Perform quality control for documents and information related to finance contracts

handle all business duties with a professional and customer oriented approach

Ability to function in a team environment, working in conjunction with other teams to ensure quality and volume objectives are exceeded by the company

TD Bank Financial Group

TD Insurance Claims Analyst 2013 – 2014

Promoting treatment and recovery of client

Responsible for effective case handling, priority of payment, loss transfer, and loss reserving for routine telephone claims

Gathering, assembling, recording and verifying information and documentation from all available sources to ensure a thorough and complete compilation of facts required in resolving the claim.

Using established protocols, analyze and evaluate the facts of an individual case to assess the benefits available to the client.

Interpreting reports in order to draw accurate conclusion about proposed treatment and/or repairs and/or recommended actions.

Considering every case as unique and choosing the appropriate methods to achieve file resolution in order to arrive at a fair and equitable claims settlement

Meeting productivity objectives set by the department in terms of pending file count and open/close ratio

Reading and remaining current on case law, legislated regulatory changes and recent settlements, which affect property claims.

Participating in the development of departmental procedures and directives and understand and execute faithfully the CEI program and its initiatives.

TD Bank Financial Group

Canada Trust Easyline Specialist (Financial Advisor) 2012 – 2013

•Responsible for providing exceptional customer service to incoming call center clients.

•Identifying all sales opportunities to retain and grow the business through financial advice/recommendations and offer clients a full range of products and services to meet their needs via the telephone. (Products and services include investments, new accounts, visa products, overdraft, and telephone/web banking registrations and support, bill payment registrations, processing and general enquiries).

•Play a key role in enhancing the customer experience by providing high quality service at every interaction and ensuring customer concerns are being handled appropriately, while working in a dynamic fast pace environment.

•Adhering to both professional practices and standards, and the TD Canada Trust processes and controls to achieve operational excellence.

•A requirement of the role is to meet monthly Sales, Customer Service, Productivity and Compliance targets.

TD Bank Financial Group

TD Auto Finance Customer Service Officer 2011 - 2012

•Accountable to achieve a set of individual and team objectives, including in

the areas advice, customer experience, compliance and productivity.

•Provide expert advice to our TDAF Customers account management.

•Assist customers by offering advice to internal retail branch staff and automotive

dealers on all aspects of Auto Finance lending and account management process.

•Responsible for handling calls directly from existing and new customers for their

day-to-day transactions and enquiries

•Remain current of any policy and procedure changes and prepare for new product launches/enhancements.

•Contribute to the achievement of team and department Customer Experience Index (CEI)

goals by modeling CEI attributes and behaviors while strengthening customer loyalty.

•Responsible to ensure necessary due diligence is taken to support the accuracy

of all customer transactions.

Majesty Logistics LLC 2008 -2010

Business Development Manager

•Accountable for developing and securing revenue and market share from existing

customers and new business.

•Accountable for improving business development processes for specific services and

products with strong sales engagements.

•Assist with responses to Requests for Proposals (RFP’s), preparing presentations and

monitoring sales leads and responses.

•Developing and implement sales plans and sales campaigns to take advantage of

market opportunities.

•Preparing annual budgets and monthly management reports.

•Building strategic relationships with key contacts within customer organizations to

Understand opportunities for creating value.

•Responsible to facilitate cross-selling opportunities to increase revenue and leverage

relationships in order to better penetrate the market.

•Responsible to facilitate regular meetings with clients and relevant operations staff to

evaluate performance and receive updates from clients on challenges and future plans.


York University - Glendon 2012 - 2013

Extended Learning Language Certificate

Majoring in French Studies

Northwood University 2007 – 2008

Bachelor of Business Administration

Majoring in Management

Minor in Economics

Centennial College 2003 – 2006

Business Administration Associates Degree


Strong interpersonal and communication skills.

Excellent organizational skills.

Able to work independently or as part of a group.

Highly trainable, able to work under pressure.

Proven ability to assume increasing responsibility.

Experienced with a variety of computer software.

Fluent in both English and Arabic.


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