Customer Service Officer

Mohamed Ismail

* ******* ***** ****#* • Toronto, ON• M3C 1C2• 416-***-**** • *********@****.***

March 15th, 2023

Dear: Recruitment Manager

Please see below my cover letter and resume for the position of, Senior Officer, Vendor Management

The enclosed resume will provide you with information of my overall employment background, performance, training and skills which have been developed through a decade of working in the service-oriented fields. My work experience in customer service has prepared me to exceed customer expectations within a sales environment. My abilities are also backed up with excellent communication, interpersonal and customer retention skills.

Much of my experience is transferable, specifically in the areas of team building, employee satisfaction, customer service support, sales, and client experience. I also look forward to learning broad areas of client relationship management, collections strategy planning, cross-selling of products and services, customer relations and customer retention principals.

Furthermore, I have advanced my knowledge and leadership skills through continuous development through my education in Risk foundations. I have also advanced my learning with internal course work at Seneca College and Scotiabank with iLEAD courses such as Strengthening Change Resilience, Crucial Conversations, Coaching Kick Start, Building High-Performance teams and many others. Given the opportunity, I am confident that my experience and personable disposition would be an asset to your team.

For your convenience, I have attached my resume for your review. Realizing the limitations of the written page, I would welcome the opportunity to participate in a personal interview to answer any of your questions and better present my qualifications. Thank you for your time and consideration. I look forward to speaking with you soon.

Sincerely,

Mohamed Ismail

Mohamed Ismail

8 Vendome place Unit#1 • Toronto, ON• M3C 1C2• 416-***-**** • *********@****.***

MANAGEMENT PROFRESSIONAL

Customer Service Vendor Management Risk Mitigation

Passionately driven individual who can successfully manage a team in a fast paced, high-performance environment. Equipped with a broad knowledge of technical concepts and strategic management to continuously improve sales, processes, and customer service in the area of commercial banking.

AREAS OF STRENGTH

Leadership & Adaptability

Credit Collections & Risk Assessment

Time Management &

Organization

Vendor Management & Negotiation

Written & Verbal Communication

Team Building & Collaboration

Process Improvement & Optimization

Ensuring vendors provide best–in -class customer experience

Cross Selling & Sales Support

Improve KPI Results

Creative Problem Solving & Influencing

PROFESSIONALEXPERIENCE

Supply Relations Officer, Vendor Management, Scotiabank 2017 – Present

Managing vendor relationships to fulfill strategic goals and objectives of our evolving business requirements.

Providing leadership, direction and coaching opportunities

Training of new team members

Developing, implementing and managing an effective performance reporting program for third party service providers ensuring recoveries are maximized while minimizing cost and risk to the Bank

Understanding and managing risks impacting vendor engagements.

Conducting touch base calls with vendors to evaluate vendor performances and providing consolidated financial reporting to business leaders

Knowledge of the bank’s credit culture and centralized processing units.

Creating performance reports for managements to strategies future recoveries.

Understanding the branch services, processes, operations and systems (PEGA, MS Office Suite, AS400, LAN)

Improved KRMC Law firms KPI over 285% in 3 months, since taking over the portfolio.

Currently overseeing 5 law firms, 4 third party collection agencies and government student loans

Senior Officer, High Risk Collections, Scotiabank 2015 – 2017

Used effective collection methods to prevent delinquency ratios and loan loss levels

Conducted constructive collection activity by calling customers, sending letters to

effectively utilize the immediate results to facilitate resolution and finalization of accounts

Ensure the delivery of customer service and foster overall customer and business line and

department satisfaction

Established relationships of mutual trust and confidence with customers and peers; understanding customer circumstances and match and provide appropriate solutions through sound knowledge of collection practices, policies and procedures

Used predictive dialling equipment to maximize the banks efforts to

Increase right part contact ratio in recovering delinquency accounts

Senior Loans Officer, Cash Store Financial 2011 – 2013

Meet with applicants to obtain information for loan applications and to answer questions

Analyze applicant’s financial statues to determine feasibility of granting loans

Explain to customers the several types of loans and line of credit that are available, as well as the terms of those services

Review and update Line of Credit and Loan files

Processing third party collection

Working on settlement with customers

Setting up payment arrangement with clients

Utilized various skip tracing techniques and collection strategies to locate right parties,

negotiating payment arrangements on high-risk accounts

EDUCATION & TRAINING

2018-Present Risk Management Certification, Seneca College

2014 Police Foundation Diploma, Humber Collage

VOLUNTEER EXPERIENCE

2018 Scotia Young Professionals & United Way, Scotiabank

2012 Team Organizer, Grand Parade Caribana, Scotiabank

SKILLS AND CREDENTIALS

Highly dedicated to professionalism and customer satisfaction

Escalated or complex enquiries and complaints

Able to work under pressure, unsupervised situations while adhering to strict timeframes

Enthusiastic, motivated and eager to learn new skills

Computer literate: Proficient with Microsoft Word, Excel, PowerPoint, CACS, TLS, TCS

Ability to work independently as well as in a team setting

Quick learner and self-starter with keen attention to details

Certification - Emergency First Aid & CPR/AED Level C

Skilled to support the core values of an organization with a diverse background: a culture that champions equity, diversity and respect

Contact this candidate