Summary
Overview
Work History
Education
Skills
References
Other Experience
Timeline
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Noor Aljunaidi

Milton,ON

Summary

Dynamic professional with a proven track record at RBC Royal Bank, excelling in customer service and technical support. Recognized for enhancing client self-sufficiency and achieving timely resolutions. Strong analytical problem-solving skills and exceptional relationship-building abilities, complemented by MS Office proficiency and a commitment to continuous improvement.

Overview

19
19
years of professional experience

Work History

Second Level Support & Escalation Analyst

RBC Royal Bank
Mississauga, Ontario
07.2023 - Current
  • Promoted client and partner education to enhance self-sufficiency and reduce escalations.
  • Provided timely support for CME application, including fulfillment requests and technical assistance.
  • Liaised between RBC Express IT and field partners for escalations regarding CME issues.
  • Documented all escalations and resolutions for trend analysis and reporting purposes.
  • Diagnosed and resolved technical problems encountered during training and installation processes.
  • Advocated for continuous education initiatives to foster independence among clients and partners.
  • Trained and mentored new analysts to ensure smooth onboarding and knowledge transfer.

Client Support Advisor

RBC Royal Bank
Mississauga, Ontario
10.2021 - 07.2023
  • Provided first-level telephone support for technical and navigational issues across all RBC Cash Management applications.
  • Assisted clients with token-related issues and payment investigations to ensure timely resolution.
  • Escalated complex issues to appropriate teams, prioritizing seamless client experience.
  • Maintained comprehensive documentation of support activities to identify recurring trends and assist escalations.
  • Cultivated a positive team environment through collaboration and morale support.
  • Initiated personal development efforts to enhance knowledge and skills.

Client Advisor

RBC Royal Bank
Milton, Ontario
01.2017 - 03.2020
  • Identified client needs and sales opportunities while processing transactions efficiently.
  • Resolved client issues at first point of contact to enhance satisfaction levels.
  • Executed financial transactions including deposits, withdrawals, and bill payments accurately.
  • Educated clients on various digital banking platforms to improve usage and engagement.
  • Maintained visual marketing standards and overall branch appearance effectively.
  • Trained and mentored new Client Advisors to foster skill development.
  • Participated actively in meetings and coaching sessions to drive team performance.

Customer Service Representative

TD Canada Trust
Pickering, Ontario
01.2011 - 01.2013
  • Delivered exceptional customer service to clients in a timely manner.
  • Identified sales opportunities and completed financial transactions to meet client needs.
  • Surpassed monthly goals by effectively promoting bank products and services.
  • Upsold financial services within six months by leveraging high-quality customer care.
  • Engaged in team building and leadership workshops to enhance collaboration.

Customer Service Representative

Tommy Hilfiger
Pickering, Ontario
01.2007 - 01.2011
  • Delivered exceptional customer service to clients in a timely manner.
  • Completed financial transactions and identified sales opportunities to align with client needs.
  • Surpassed monthly sales goals through effective promotion of bank products and services.
  • Upsold financial services within six months by implementing client referral strategies.
  • Engaged in team-building activities and leadership workshops to enhance collaboration.

Education

Bachelor of Arts - Business & Organizational Analysis

York University
Toronto, Ontario
10-2011

Skills

  • Customer service expertise
  • Administrative support
  • Organizational skills
  • Time management
  • Analytical problem solving
  • Relationship building
  • Communication and negotiation
  • Interpersonal skills
  • MS Office proficiency
  • Investment Funds in Canada (IFIC) certification
  • RBC Performance Award (Bronze, Q3, 2019)

References

References Available Upon Request

Other Experience

  • Homeroom Teacher
  • Al Forsan International School – Riyadh, Saudi Arabia | 2015 – 2017
  • Established clear objectives for all lessons, units and projects, and communicated those objectives to students.
  • Prepared Excel sheets and monthly reports for results to be addressed to upper management.
  • Organized professional meetings, educational conferences and development workshops.

Timeline

Second Level Support & Escalation Analyst

RBC Royal Bank
07.2023 - Current

Client Support Advisor

RBC Royal Bank
10.2021 - 07.2023

Client Advisor

RBC Royal Bank
01.2017 - 03.2020

Customer Service Representative

TD Canada Trust
01.2011 - 01.2013

Customer Service Representative

Tommy Hilfiger
01.2007 - 01.2011

Bachelor of Arts - Business & Organizational Analysis

York University

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Noor Aljunaidi