Customer Service Technical Support

Nushaybah Ackburally

Bilingual Customer Service Specialist (English/French)

Hamilton, ON 647-***-**** ******@*****.***

Professional Summary

Bilingual Customer Service and Technical Support Specialist with over 5 years of experience across financial services, sales, and administrative support. Proven ability to troubleshoot technical issues, support digital platforms, and guide users through system navigation. Skilled in resolving complex client inquiries while ensuring compliance with KYC, AML, and privacy standards. Proficient in CRM systems, Microsoft Office Suite, and e-commerce tools. Known for delivering excellent service in fast- paced environments, with a strong focus on technical problem-solving, adaptability, and attention to detail.

Professional Experience

RBC Direst Investing

Bilingual Customer Service Representative – Finance Trade Specialist Mississauga, ON Apr 2025 – Present

• Delivered front-line technical support by guiding clients through website and mobile app navigation, including making investment contributions, withdrawals, and accessing account information.

• Resolved login and access issues, including password resets, multi-factor authentication, and advising on clearing cache and cookies to improve platform performance.

• Supported investment account management for RRSPs, TFSAs, FHSAs, and Non-Registered Accounts with bilingual service.

• Assisted clients with FHSA withdrawals, RSP contributions, and form completion while maintaining compliance with KYC, AML, and privacy regulations.

• Explained investment products such as ETFs and mutual funds to promote client understanding and informed decisions.

• Ensured full regulatory compliance and accurate documentation in all client interactions. Tek System : RBC Direct Investing & RBC Investease Bilingual Customer Service Representative – Finance Trade Specialist Mississauga, ON Oct 2024 – Apr 2025

• Provided bilingual technical support to clients navigating the RBC Direct Investing website and mobile app, including placing trades for ETFs, stocks, and GICs.

• Walked clients through placing trades for ETFs, stocks, and GICs, as well as managing contributions and withdrawals within their investment accounts.

• Provided assistance across a wide range of account types including RRSP, TFSA, FHSA, Non- Registered, RIF, and LIRA.

• Troubleshot login errors, performed password resets, and guided users in clearing browser cache and cookies to restore access to digital platforms.

• Supported completion of investment-related forms and ensured smooth processing of FHSA withdrawals, RSP contributions, and internal transfers.

• Clarified investment product options and features, promoting confident decision-making and enhancing client knowledge.

• Maintained strict adherence to KYC, AML, and privacy protocols while accurately documenting all client interactions.

Memory Express, Inc.

Bilingual Front Desk Customer Service & Web Sales

Hamilton, ON Dec 2020 – Aug 2021

• Delivered bilingual customer support via phone, email, and live chat, assisting with online orders, payments, shipping logistics, and general inquiries.

• Provided step-by-step technical support to clients placing orders online, creating website accounts, and resetting passwords or recovering login credentials.

• Assisted with hardware setup and troubleshooting, including installing keyboards, ensuring proper cable connections, and mounting PC components like fans.

• Managed packing and fulfillment of orders from the warehouse, coordinating shipments across Ontario, the East Coast, Manitoba, and Saskatchewan.

• Utilized CRM systems and e-commerce platforms to efficiently resolve product, account, and delivery issues in a high-volume retail and warehouse environment.

• Balanced front-desk responsibilities with digital, technical, and logistical support to ensure smooth customer experiences across all sales channels. Concentrix : Rogers Bank MasterCard

Bilingual Dispute Investigator

Remote Jan 2020 – Dec 2020

• Conducted thorough investigations into credit card disputes by gathering evidence, interviewing stakeholders, and reviewing relevant documentation.

• Communicated complex dispute resolution processes clearly and empathetically to both customers and merchants, ensuring transparency and understanding.

• Applied strong analytical and problem-solving skills to resolve cases accurately within tight deadlines.

• Maintained detailed records and adhered strictly to regulatory and company compliance standards throughout investigations.

Volunteer Experience

UCI : Paris to Ancaster Gravel Bike Race – Ancaster, ON Race Aid Volunteer – Hydration Station

• Volunteered at the hydro station during the Paris to Ancaster Gravel UCI race Supercrawl 2024 & 2023 – Hamilton, ON

Surveyor / Set-up & Tear-down

• Guided attendees, provided event information, and assisted with equipment setup and breakdown.

Bay Area Restoration – Marsh Planting Volunteer

Hamilton, ON 2024

• Prepared and planted native species, ensuring safety protocols were followed. CityKidz – Administrative Support

Hamilton, ON 2023

• Handled inquiries, data entry, and prepared correspondence. Certifications

• ICDL – International Computer Driving License (Word, Excel, PowerPoint, IT Security, Internet)

• Alliance Française

• First Aid CPR C

• Smart Serve

• Food Handler Certificate

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