Madiha Sabir

PROFILE:

Ability to deal professionally in a rapidly changing and fast-paced environment while effectively prioritizing and managing work responsibilities

Able to proficiently multitask and work under pressure using strong problem-solving skills

Ability to work effectively as a team member and independently.

CAREER HISTORY

Royal Bank of Canada, Ontario, Canada November 2022 to date

Cards Advisor, Advice Centre

Provide financial advice to clients and find solutions that meet their individual needs.

Serve clients by delivering exceptional service through completing transactions, engaging in needs-based conversations.

Understand and resolve client concerns, where possible, at first point of contact.

Educate and assist clients with using RBC digital capabilities.

Managing risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests while completing transactions.

Highnoon Laboratories, Pakistan April 2020 - September 2022

Human Resource Manager

Achievements

Initiated Mental Health Awareness Program and organized events to better engage employees while developing a peaceful and more welcoming environment in the organization.

Started campaign within the organization for employees to build employee/HR relationship strong by offering free psychology consultations to employees.

Developed strong connection by building trust and helping organization with better & friendly environment.

TelePerformance, Toronto, Canada February 2018 - October 2019

Call Center

Skilled and accomplished managerial abilities to lead the team to better perform and improve service quality.

Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining supervisors and representatives.

Met call center financial objectives by estimating requirements; prepared annual budget with finance team; scheduled expenditures; analyzed variances; initiated corrective actions.

Managing with day-to-day contact center operations, business planning to ensure operational efficiency of staff to deliver clients with best experience.

Supervised the development and implementation of various operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.

TD Bank, Brampton, Canada August 2015 - February 2018

Customer Relations Officer

Regularly worked under pressure monitoring representatives to provide exceptional services to minimum of 60 customers per workday

Supported TD’s strategic priorities by coaching employees on advice-giving strategies on banking solutions.

Acted as leader in administering change management, performance management, and the talent pipeline for the development of the team

Ensured employee scheduling is in place to handle customer demands.

Coached the team on handling customer issues consistent with applicable guidelines and escalating non-standard activities, as necessary.

Led the overall success of the branch by providing leadership in public events and building effective relationship with new and current clients.

Managed highly complex branch duties related to mutual funds, real estate secured credit, and other compliance-related issues.

Supervised the execution of an annual business plan to deliver results aligned with business strategies.

Communicated national, regional and district level strategies with the team to ensure branch strategies are in line with TD.

Developed and executed process enhancements within budget for enhancing customer experience.

Provided leadership and guidance to a high performing team through developing and handling talent and growing team expertise in alignment with business objectives.

Business Results

Coached representatives by listening to customer’s both personal and banking queries to give them an enhanced customer experience and to make them feel comfortable & happy in being part of the organization.

Contributed to the achievement of branch business objectives by providing great leadership to the team and guidance as required.

Contributed to the timely and accurate completion of branch administration work.

Manage and Develop the Team/ Teamwork

Actively participated in the performance management process.

Met professional/personal development objectives by utilizing learning maps.

Actively contributed to build an informative and positive work environment

Provided skills and knowledge, promoted open dialogue and motivated the team to achieve common goals and objectives

Achievements

Achieved the title of top performing number one CSR in district by developing top performing team to achieve branch goals.

CITIBANK N.A, Karachi, Pakistan September 2009 - November 2009

Internship – Human Resources Department

Prepared finance applications and medical insurance letters

Reconciled finance balancing

Responsible for maintaining settlement files and updated employee’s profiles

Prepared and forwarded reference letters to different banks

EDUCATION

The neurobiology of everyday life, The University of Chicago (Certification – In Process)

Bachelor of Commerce, University of Karachi, Pakistan

VOLUNTEERING

Working for Liberal Party “Brampton Central” as Director-at-Large

Volunteered to raise funds for SickKids Foundation

Volunteered with TD Friends of Environment to plant trees

Volunteered with Rotaract club Pakistan in Polio Campaign to raise funds to have vaccine delivered to kids in rural areas

Volunteered with Rotaract club Pakistan in Human Rights Awareness Campaign

Volunteered with Rotary club Pakistan in Fund Raising Campaign for the victims of Islamabad earthquake

Brampton, Ontario

+1-289-***-****

ad4tsc@r.postjobfree.com

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