Summary
Overview
Work History
Education
Skills
LANGUAGES
Interests
Timeline
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A. Aysha Jalloh

Summary


Knowledgeable and dedicated customer service professional with significant experience in the financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Skilled in communication, problem-solving, and time management. Articulate, energetic and results-oriented.

Overview

12
12
years of professional experience

Work History

Customer Service Specialist

Solidifi Canada
11.2023 - Current
  • Handled both incoming and outgoing calls professionally
  • Manage high call volume while maintaining a courteous and professional demeanor
  • Review Appraisal report to identify potential risks according to lender's policy.
  • Work with mortgage brokers, real estate appraisers & lenders across Canada, in French or English, according to their preference
  • Respond to customer requests, offering excellent support and tailored recommendations to address needs.
  • Identify and resolve discrepancies and errors in customer accounts.
  • Set up new accounts for brokers & appraisers, & assist them with any access issues.
  • Inform customers about our products and services
  • Keep track and respond to emails & support boxes
  • Collaborated with regional managers to address complex issues and implement effective solutions.
  • Mentor new team members on best practices in customer service and system usage for enhanced performance.
  • Actively participate in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
  • Handle escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Pay attention to details while completing assignments.
  • Demonstrate strong organizational and time management skills while managing multiple projects/ tasks.
  • Resolve customer inquiries efficiently, improving overall satisfaction and ensuring timely issue resolution.


Credit Analyst

RBC Bank
03.2023 - 11.2023
  • Answer incoming calls professionally in French or English according to their preference
  • Identify customers according to policy
  • Inform customers about personal loans, mortgages and/or credit cards applications
  • Proceed with the application of the product(s) chosen by the customer
  • Collect financial data & gathered loan documentation for underwriting
  • Analyze credit applications to assess risk and determine lending eligibility.
  • Review credit reports to view borrowers' credit history and identify potential red flags.
  • Perform fraud checks & make outgoing calls as needed
  • Review financial statements to ensure accuracy and compliance with policies.
  • Enhance customer relationships through effective communication of complex financial information, contributing to loyalty and retention.
  • Make decisions and recommendations about extending lines of credit.
  • Investigated and resolved customer disputes related to credit decisions.
  • Recommend financial solutions tailored to clients
  • Ensure customer’s understanding and satisfaction

Credit Analyst & Customer Service Representative

Fairstone Financial
10.2021 - 12.2022
  • Answer incoming calls professionally & identify customer as per policy
  • Work with customers in French or English according to preference
  • Review credit reports to view borrowers' credit history and identify potential red flags.
  • Review and approved or denied credit applications to keep organization profitable by making informed lending decisions.
  • Analyze customer data such as financial statements to determine level of risk involved for extending credit.
  • Make decisions and recommendations about extending lines of credit.
  • Identify and resolved discrepancies and errors in customer accounts.
  • Inform customers on their loan(s) and/or financing
  • Perform fraud checks & Make outgoing calls as needed
  • Mentored junior analysts on best practices in credit evaluation techniques.
  • Maximize offers for personal loans
  • Work in coordination with the rest of the staff/colleagues
  • Ensure customer satisfaction

Interior decoration advisor

Le Mache du Store
10.2019 - 06.2020
  • Answer incoming calls professionally
  • Work with Canadian and American clients, in French or English according to their preference
  • Inform customers about our products and services
  • Help customers choose the product(s) that suit their needs
  • Take orders by phone or email
  • Maximize sales
  • Take credit card payments
  • Communicate by email with the factory to track orders
  • Continually follow up with my customers to reassure them and inform them about the status / location of their order
  • Complete my worksheets after each sale
  • Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
  • Utilized CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
  • Ensure customer satisfaction

Customer Service Manager

Sano Halal store
05.2016 - 05.2019
  • Dynamically welcome customers & provide them with any requested information about the store and the different products (jewelry, accessories, international cuisine)
  • Answer the phone courteously
  • Resolve complaints effectively
  • Process bulk orders
  • Supervise the work of new employees
  • Develop strong relationships with key clients, ensuring their needs were met
  • Create and review invoices to confirm accuracy.
  • Serve customers at checkout
  • Take care of inventory
  • Count the cash registers
  • Take care of the opening and closing of the store
  • Ensure customer satisfaction

Restaurant Cashier

McDonalds
01.2014 - 05.2015
  • Greet customers
  • Taking orders and payment at the counter
  • Preparation & production
  • Trained new cashiers on operational procedures and customer service standards.
  • Maintained cleanliness and organization of the front counter area to promote safety and efficiency.
  • Help with the integration of new team members
  • Ensure customer satisfaction

Education

High School diploma -

Cavelier De-LaSalle
Montréal, Québec
01.2014

Interior Design Consultant Certification -

Blinds To Go
Montreal, QC
10-2019

Damage Insurance Broker -

AMF
Montreal, QC

Skills

  • Excellent written and oral communication
  • De-escalation techniques
  • Data entry
  • Customer service experience
  • Technical support
  • Active listening
  • Empathetic & Patient
  • Attention to details
  • Word, Excel, Suite Microsoft Office, Workspace, Salesforce, PowerPoint, Google Drive, Teams, WebEx

LANGUAGES

English
Native or Bilingual
French
Native or Bilingual
Fulani
Native or Bilingual

Interests

  • Traveling, Road Trips, Learning about new cultures
  • Gym & High-Intensity Interval Training
  • Cooking, baking
  • Spending time with loved ones
  • Interior Design

Timeline

Customer Service Specialist

Solidifi Canada
11.2023 - Current

Credit Analyst

RBC Bank
03.2023 - 11.2023

Credit Analyst & Customer Service Representative

Fairstone Financial
10.2021 - 12.2022

Interior decoration advisor

Le Mache du Store
10.2019 - 06.2020

Customer Service Manager

Sano Halal store
05.2016 - 05.2019

Restaurant Cashier

McDonalds
01.2014 - 05.2015

High School diploma -

Cavelier De-LaSalle

Interior Design Consultant Certification -

Blinds To Go

Damage Insurance Broker -

AMF

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A. Aysha Jalloh