Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Ali El Ajami

Ottawa,Ontario

Summary

A highly accomplished, energetic, detail-oriented person with excellent skills and abilities in customer service, administration with over 12 years of experience in customer service and banking sector. I thrive in a challenging, dynamic, diverse and customer focused culture and work environment. Knowledgeable and dedicated customer service professional with extensive experience in the finance 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. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

6
6
years of professional experience

Work History

Customer Experience Lead

Scotiabank - Gloucester Center Branch
01.2022 - Current
  • Lead and manage a team of 8 (eight) Customer Experience Associates and Senior Customer Experience Associates
  • Build strong customer relationships and deliver excellent customer service
  • Provide authorization and review of customer interaction as required
  • Act as the Officer in Charge (OIC) for the branch as required, managing any emergencies, customer escalations etc
  • Executing service management activities
  • Contribute to the overall success of the branch by identifying opportunities to enhance the customer experience
  • Act as a change management lead by assisting with the implementation of new policies and procedures
  • Reporting unusual occurrences or fraudulent activity and escalating issues to the Assistant Manager, Branch Manager and or applicable Shared Services department as appropriate
  • Create and monitor work schedules for the team to ensure they meet customer service demands
  • Act as main point of contact for internal support services groups such as Central Mortgage Unit, Commercial Business functions, Customer Contact Centre.

Senior Customer Experience Associate

Scotiabank - Gloucester Center Branch
03.2021 - 12.2021
  • Act as a lobby lead by greeting and assisting customers entering the branch with a client focus approach and methodology
  • Focusing on C-Pulse results and supporting my team in driving the survey's
  • Listening and completing customers' requests to build and strengthen relationships with them and utilizing opportunities to promote client survey
  • Support the branch target's by quickly identifying and completing simple sales opportunities such as opening accounts such as chequing, savings and credit card
  • Supporting customers by making product or service recommendations, matching client needs to the right financial advisor and completing the appointment booking while providing the client with preliminary advice
  • Assist customers with ABM and online banking transactions, explain the general function, and promote the use of new technology and applications
  • Support new and existing customer service representatives by providing guidance and training on policies, procedures, and platforms
  • Lead team skill builds on product knowledge to ensure policy knowledge is up to date with other CEA's
  • Handled client fraud situations to both understand their need, and resolve the issue from start to finish
  • Assisted in branch organization and maintaining a compliance friendly work environment.

Customer Service Representative

Scotiabank - Bank and Fourth Branch
03.2019 - 02.2021
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem, explaining and providing the best solution and then expediting correction or adjustment with follow up to ensure resolution
  • Assist customers with transactions such as deposits, withdrawals, transfers, bill payments, foreign exchange currencies
  • Build sustainable relationships of trust through open and interactive communication with customers and branch team
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines, and policies
  • Greet customers warmly and determine their needs and reason for coming in.

Assistant Manager

Circle K - Esso Gas Station
09.2017 - 02.2019
  • Manage the day-to-day operations of a medium volume convenience store and gas station
  • Reconcile daily transactions and prepare daily sales reports
  • Serve customers and resolve customer and employee issues immediately
  • Perform all purchasing and inventory duties for the convenience store
  • Assist Technical Support Teams with gas station equipment issues
  • Encourage and practice good security methods and procedures for the protection of employees and customers
  • Trained new employee in compliance with Esso policies.

Education

Bachelor in Finance - 4 years - Finance

American University of Culture And Education
Beirut, Lebanon
01.2012

Skills

  • Fluent oral and written communication skills in English and Arabic
  • Strong knowledge of Microsoft Office (including Word, Excel, PowerPoint, Outlook, MS Teams)
  • Sales enablement
  • Active listening
  • Analytical skills
  • Conflict resolution
  • Effective communication
  • Customer Service
  • Complaint Investigation

Accomplishments

  • Part of the Best of the Best Branch Performance 2020 - Bank and Fourth Branch
  • Was named the top loan analyst in Lebanon for 2015
  • Consistently surpassed monthly quota of loan applications

Languages

English
Full Professional

Timeline

Customer Experience Lead

Scotiabank - Gloucester Center Branch
01.2022 - Current

Senior Customer Experience Associate

Scotiabank - Gloucester Center Branch
03.2021 - 12.2021

Customer Service Representative

Scotiabank - Bank and Fourth Branch
03.2019 - 02.2021

Assistant Manager

Circle K - Esso Gas Station
09.2017 - 02.2019

Bachelor in Finance - 4 years - Finance

American University of Culture And Education

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Ali El Ajami