Sharifa Jahan

Target Job Title: Customer Service Representative- Financial Services

Toronto, ON adx5xq@r.postjobfree.com 647-***-**** LinkedIn

Customer Service Specialist with over 10 years of progressive experience in s banking industry, using a keen understanding of end-to-end activities to develop efficient processes, improve services and customer satisfaction, and actively support profitable business growth.

Collaborative leader who inspires teams with a contagious passion and can-do attitude, fosters employees’ development via coaching and mentoring, and works effectively with various stakeholders to achieve a common vision of success. Fluent in English, Bengali, Hindi, Urdu.

CONSISTENTLY GOING ABOVE AND BEYOND TO DELIVER EXCEPTIONAL CUSTOMER EXPERIENCES.

CORE COMPETENCIES

Stellar Customer Experiences and Client Focused Financial Transactions, Online, mobile banking Maintain Client Relationship

Organization, Flexibility, Team worker Confident, dedicated, strong interpersonal skill Analytical and strong problem solving

Time Management and Sales goal Oriented MS Office, Digital technology, Social media Written and Verbal communication

Passionate about People and gather knowledge Respect and Values to others build Rapports Active Listener, understand Client needs

ROFESSIONAL EXPERIENCE

RBC Bank, Toronto, ON 3/2022-9/2022

Client Advisor

>Engaged with all types of financial transactions (Cash, Cheque) analyzed and reconciled customer accounts.

>Highly engaged in team work to continuously improve the quality of customer services and satisfaction, made referrals.

>Oversaw a wide range of activities, including payments (deposit, withdrawal), bank draft, cash management, Foreign exchange.

>Drive to efficiencies, accelerate client query response time, and minimize complaints in banking operations.

Ray Rahman, Real Estate Broker @C21 Leading Edge Toronto, ON 2020-2021

Personal Realtor Assistant

>Promoted and sold the company’s services to commercial and residential clients via phone calls- Inbound, outbound fast-paced.

>Used strong active-listening skills to accurately identify customer needs and coordinate optimal products and services.

>Scheduled appointments, answered customers’ questions in a clear and concise manner, and addressed/resolved complaints.

Commercial Bank of Ceylon PLC, Dhaka, Bangladesh 2008-2018

Assistant Manager and Department Head – Cash in Charge / Clearing and Administration

Senior Executive Officer – Credit/Loan and Advances

Wore several hats in contribution to the Bank’s ongoing success, throughout a 10-year tenure that culminated in an Assistant Manager role.

>Led, developed, and inspired a highly engaged team to continuously improve the quality of customer services and satisfaction.

>Oversaw a wide range of activities, including payments, bank draft issuance, cash management, and credit administration.

>Strategically improved banking operations to drive efficiencies, accelerate client query response time, and minimize complaints.

>Supervised all types of financial transactions, analyzed cashiers’ cheques, and reconciled customer accounts.

>Monitored all loans, following up on mortgage applications and reporting on loan disbursement and recovery processes.

>Educated clients on portfolio performance and registered investment products to facilitate their decisions based on their needs.

>Promoted and cross-sold banking products and services to customers and supported them in opening various types of accounts.

>Conducted thorough assessments of customer information, as per AML and KYC best practices, to avoid financial losses.

Always achieved 100%+ of sales and job performance targets across 10 years, resulting in numerous Achiever award nominations.

Enhanced customer satisfaction by introducing a ticket system and training staff to accelerate and optimize the quality of services.

Significantly increased Loan business revenue by improving the Credit department’s operations and overall efficiency.

EDUCATION & PROFESSIONAL DEVELOPMENT

Excellence in Financial Services (EFS) – Seneca College, Canada

Diploma in Information Technology – Dhaka, Bangladesh

MBA, Finance & Marketing – NORTHERN UNIVERSITY, Bangladesh (Canadian Bachelor degree equivalency by WES)