Abeer Talat
Summary
Customer-focused professional with extensive call centre and financial services experience, skilled in managing client inquiries, resolving complex issues, and ensuring compliance with organizational standards. Proven ability to build strong client relationships, handle high-volume transactions, and deliver efficient, accurate service. Recognized for strong communication, problem-solving, and conflict resolution skills that drive positive customer experiences.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Analyst, Quality Assurance
Canadian Imperial Bank of Commerce (CIBC)
06.2024 - Current
- Conducting tests and overseeing monitoring procedures to identify risk and ensure strict adherence to documented compliance guidelines and regulatory standards.
- Collecting and analyzing quality and performance data to identify gaps or deficiencies in adherence to compliance requirements.
- Collaborating with multiple teams to establish, implement, and maintain compliance and quality standards.
- Partnering with production teams to address and resolve compliance-related concerns effectively.
- Documenting identified issues and communicating them to the relevant teams for corrective action.
- Maintaining comprehensive records of testing, coaching sessions, and instances of non-compliance.
- Engaging with internal audit teams to identify gaps and areas for improvement. Zero deficiencies identified for Q2.
- Conduct testing on key back office settlement and fulfillment processes.
Senior Processor, Operations Management
Canadian Imperial Bank of Commerce (CIBC)
01.2022 - 06.2024
- Managed personal lines of credit and loan products, with a focus on income verification processes. Achieved a significant reduction in the team’s error rate, improving accuracy from 6% to 2%.
- Engaged directly with clients to address inquiries and provide support for their credit products, ensuring a positive customer experience.
- Oversaw the Escalations mailbox for Simplii Financial, coordinating time-sensitive tasks in collaboration with cross-functional teams to ensure prompt resolution.
- Collaborated with various teams to assist in achieving organizational goals and enhancing operational efficiency.
Transaction Processing Officer
Manpower(CIBC)
09.2020 - 01.2022
- Managed multiple processes, including Registered RSPs, TFSAs, Bank Close Accounts, and Customer Close Accounts, ensuring accuracy and compliance with organizational standards.
- Provided support to other teams to help achieve departmental targets and maintain operational efficiency.
- Oversaw the issuance of Registered GIC letters, ensuring timely and accurate delivery.
- Processed issuance of drafts and managed cheque deposits for Mail-in Deposits and Personal Lines of Credit.
- Facilitated the completion of Single to Joint account transitions, ensuring seamless customer experiences.
Assistant Manager
CARE Foundation
09.2014 - 07.2015
- Successfully led a team of 60 members, achieving increase in work efficiency.
- Mentored all team members, resulting in increased understanding of our joint goals.
- Successfully managed multiple team projects simultaneously, delivering all on time and within budget.
- Achieved compliance with company policies and regulatory requirements.
- Conducted interviews to identify and onboard qualified candidates for program roles, ensuring alignment with organizational needs.
- Collaborated with managers to successfully deliver small-scale programs initiated by the head office, meeting deadlines and objectives.
- Organized events for overseas sponsors to introduce and promote new programs, strengthening stakeholder relationships and fostering collaboration.
- Designed and implemented a language program for underprivileged schools, improving access to educational resources and opportunities.
- Evaluated the post-implementation success of various projects, analyzing outcomes and providing recommendations for continuous improvement.
Counseling & IELTS Manager
Education Concern
02.2010 - 07.2013
- Communicated regularly with international universities to address admissions and immigration-related inquiries, ensuring efficient and accurate resolutions.
- Managed client relationships on a daily basis, utilizing various communication channels to deliver exceptional service and maintain client satisfaction.
- Cultivated and maintained strategic relationships with external partners, such as the British Council, to support program initiatives and enhance collaboration.
- Administered all aspects of IELTS and PTE language classes, ensuring operational excellence and high-quality educational delivery.
- Built and sustained strong relationships with local firms specializing in immigration services, fostering effective partnerships and mutual support.
Education
BSc. (hons) - Earth and Environmental Sciences
University of the Punjab
01.2008
Skills
- Inbound and outbound call center experience building customer relations at the contact centre
- Excellent conflict resolution skills developed through working with clients directly
- Meticulous and thorough approach to tasks to ensure accuracy and completeness
- Excellence in customer service, administrative management and consultancy
- Excellent communications skills developed through speaking with various levels of clients through email and calls
- Expertise in data analysis, problem solving and critical thinking
- Strong administrative and analytical skills demonstrated by identifying inconsistencies in customer applications
- Good interpersonal skills gained by listening and providing support to new hires and employee’s needs
Certification
- Data Access & Governance Policies: Data Access Governance & IAM
- Governance, Risk Management and Compliance
- Certificate of achievement for providing excellent support in the implementation of ISMS Project
Languages
English
Native or Bilingual
Urdu
Native or Bilingual
Arabic
Limited Working
Punjabi
Limited Working
Hindi
Full Professional
Timeline
Analyst, Quality Assurance
Canadian Imperial Bank of Commerce (CIBC)
06.2024 - Current
Senior Processor, Operations Management
Canadian Imperial Bank of Commerce (CIBC)
01.2022 - 06.2024
Transaction Processing Officer
Manpower(CIBC)
09.2020 - 01.2022
Assistant Manager
CARE Foundation
09.2014 - 07.2015
Counseling & IELTS Manager
Education Concern
02.2010 - 07.2013
BSc. (hons) - Earth and Environmental Sciences
University of the Punjab
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