Service Representative Customer

Sadia Abbas

647-***-**** *************@*******.***

Education

oUniversity of Toronto

Master of Public Policy (MPP)

oCentennial College

Alternate dispute Resolution/ Paralegal Program

oUniversity of Toronto

Honors Bachelor of Arts – Ethics, Law and society

Work Experience

BMO – Bank of Montreal 05/2021 – present

Senior Investigator – Ethics Office

oEnsure concerns reported through BMO’s Whistleblower Process are appropriately actioned in a prompt, professional and sensitive manner

oMonitor legislation, regulations and developments worldwide related to whistleblowing; considers impacts and makes recommendations for updates to processes

oConduct check-ins with employees that raise concerns to ensure they are not experiencing retaliation

oReview and analyze all evidence collected during an investigation, including identification and analysis of any legal/regulatory issues

oWrite detailed, high quality reports and correspondence setting out facts of a case cogently, objectively and accurately and in appropriate detail, followed by a well-reasoned analysis and objective assessment of the evidence

o Recommend appropriate steps to take following analysis of the evidence including proposed findings and recommendations

o Assess potential for early or alternative resolution of cases and take appropriate steps to facilitate resolution

BMO – Bank of Montreal 06/2019 – 05/2021

Senior Investigator – Office of Ombudsman

oRespond to requests from external dispute resolution providers, facilitate interactions with the business and facilitate resolutions

oBuild effective professional relationships with business line, other internal/external stakeholders, and regulators on the initial stages of investigations

oReview files and gather necessary information to identify relevant issues

oDraft investigation plans for consultation and early identification of issues by assessing the scope and determining the methodology and techniques required to carry out a thorough and effective investigation

oConduct thorough and objective investigations, involving both individual and systemic issues with a focus on rigorous fact-finding, fairness, timelines and attention to detail

oPlan and conduct thorough interviews using a variety of interviewing techniques and record statements using electronic recording equipment

oIdentify, obtain and review and analyze all documentation relevant to the investigation

TD Canada Trust 01/2018 – 05/2019

Customer Care Specialist

oResolve exception, non-standard issues/transactions and/or raise to appropriate level where further clarity or interpretation of more complex policies or rules is required

oConduct end-to-end review and resolution of customer’s raised complaints, ensuring legendary delivery, speed, empathy, brand/risk, and cost while identifying irritant/root cause to mitigate future complaints

oConsistently exercise discretion in managing correspondence, information, and all matters of confidentiality; raise issues where appropriate

oFocus on providing moderately complex customer complaint management and/or advisory support within own area of specialty

oParticipate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation, and teamwork and ensure timely communication of issues/points of interest

Ontario Ministry of Education 01/2022-04/2022

Policy Analyst CO-OP

oResearching and keeping up with current government legislative and decision-making processes to review and analyze policy proposals and Cabinet submissions from other ministries

oApply relevant legislation, programs, policies, and practices pertaining to education funding and have knowledge of public consultation and communication principles to lead and participate in stakeholder consultations

oUse my knowledge of statistical theories, and research principal techniques to develop data models, and identify financial, economic and environmental impacts of recommendations

Jaffer Shah Professional Corporation

Paralegal Intern 02/2019-08/2019

oEffectively researched and analyzed laws or decisions that were made on similar cases

oInvestigated facts and laws and decided how to prepare cases

oExcellent communicator, with strong interpersonal skills with the ability to apply diversity and equity concepts with the broader community

TD Canada Trust 02/2016- 01/2018

Manager of Customer Service

oSupport frontline staff in resolving complaints as per customer problem resolution guidelines; encourage senior management team members to act as a point of escalation and take personal ownership as required

oCoach the team on advice-giving and customer conversation strategies and tactics to improve and promote legendary customer experience

oMeet customer demands and compliance requirements by maintaining employee scheduling and ensuring all policies, procedures and guidelines of conduct are followed

TD Canada Trust 08/2013- 02/2016

Financial Service Representative

oEngage customers in day-to-day advice needs, service transaction, digital education, customer problem resolution related to banking solutions.

oProvide banking service to customers such as cash withdrawals, deposits, bill payments ensuring legendary customer experience

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