ABDALLA ELWAZIRY

• Coached and supported new hires across multiple lines of business, including Small Business Banking, Fraud, EasyLine, and Credit Cards, to enhance their skills, confidence, and performance
• Provided onboarding, compliance coaching, and performance development to drive operational excellence and business growth
• Acted as a change leader by promoting process improvements and supporting the adoption of new initiatives
• Ensured timely feedback, adherence to policies, and risk management while fostering a positive and engaging work environment
• Leveraged coaching techniques to support colleague development, product knowledge, and customer service excellence

• Supported and educated customers on fraud prevention strategies while delivering exceptional customer experiences.

• Investigated and itemized fraud transactions, reviewing unusual activity for potential risks.

• Collaborated with various bank departments to resolve fraud-related cases efficiently.

• Provided replacement cards and tailored fraud prevention advice to impacted customers.

• Applied problem-solving skills to simplify processes and resolve issues effectively on the first attempt.

• Analyzed and identified fraud patterns to mitigate potential risks.

• Assisted in resolving complex fraud cases by coordinating with internal teams.

• Ensured compliance with bank policies and regulatory standards during fraud investigations.

• Delivered clear and empathetic communication to customers affected by fraud.

• Provided guidance on proactive fraud prevention measures and account security.

• Maintained detailed documentation of fraud cases for accuracy and reporting.

• Utilized fraud detection tools and systems to monitor suspicious activities.

• Contributed to process improvements by identifying inefficiencies in fraud handling procedures.

• Developed and implemented new and improved outbound calling processes and scripts, resulting in increased sales and caller engagement
• 150-200 Outbound calls per day, promoting TV, internet, mobility, security, and home phone services
• Building rapport, and creating a great customer experience by asking probing questions and actively listening to the customer's request
• Working remotely while promoting products and services that meet the customers' needs and explaining how the goods and services will benefit them
• Ensure customers get the best value for their accounts by reviewing their files, empathizing with them, offering solutions, and partnering with them on a resolution

• Company Overview: Working with TELUS, a leading wireless service provider
• Cold calling 120-150 times a day and reaching out to existing and potential customers
• By communicating with clients, we were able to understand their requirements and needs, thus offering solutions that meet the requirements and capabilities of our clients
• Ability to multitask and work in a fast-paced, team-oriented environment
• Setting and adjusting priorities as needed and adapting well to change
• Helped team meet rolling sales goals by maintaining proficiency in company systems, scripts, and procedures
• Working with TELUS, a leading wireless service provider