Amal Rajabali
Niagara Falls
Summary
Accomplished customer experience lead at Scotiabank, Skilled in team management and problem-solving, successfully leading teams to exceed performance goals. Demonstrates exceptional interpersonal communications and client engagement.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer experience lead
Scotiabank
03.2024 - 10.2024
- Lead a team of customer service representatives to exceed performance goals and maintain high levels of productivity.
- Handled customer complaints, provided tailored solutions within timeframes, and followed up to ensure resolution, improving customer retention.
- Analyzed customer feedback to identify improvement areas and implemented actionable changes, enhancing overall customer satisfaction.
- Streamline processes for handling customer inquiries, leading to quicker response times and improved resolution rates.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Fostered positive work environment that encouraged teamwork and supported professional growth, leading to increased employee engagement.
- Open and close location and monitored shift changes to uphold successful operations.
Senior Customer Service Associate
Scotiabank
05.2021 - 04.2024
- Enhanced customer satisfaction by efficiently resolving service issues and providing timely solutions.
- Increased customer retention through active listening, empathy, and tailored assistance for individual needs.
- Opened 200+ bank accounts and conducted credit card applications for new and existing customers
- Collaborated with team members to develop and implement strategies for improving overall customer experience.
- Trained employees who were customer associates to become senior.
- Assisted in wire payments, meeting the correct regulatory requirements of Scotiabank before processing.
Customer Experience Associate
Scotiabank
05.2021 - 02.2022
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined communication with clients to improve understanding of their needs and preferences, which deepened relationships to book appointments for customers with Financial advisors.
- Maintained a professional demeanor and ensured timely resolution of issues.
- ensured compliance with AML, Scotiabank policies and any government-related policies.
- Resolved complex issues through diligent research, collaboration with colleagues, and implementation of creative solutions.
Payments and Rewards Representative
PC Financial
06.2020 - 04.2021
- Enhanced company reputation by providing exceptional customer service and support.
- Contributed to team sales goals by upselling products and services to customers.
- Ensured compliance with established policies and procedures.
- Ensured resolution of any customer service issues and provided information.
- Actively participated in ongoing work training and team meetings.
Customer Advisor
NatWest Bank
09.2017 - 12.2019
- Enhanced customer satisfaction by providing personalized support and solutions to their inquiries.
- Managed customer complaints with empathy and professionalism, resulting in resolved issues and improved relationships.
- Created agendas and communication materials for team meetings.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Performed site evaluations and customer surveys.
- Guided teams to increase business portfolio and grow bottom-line profitability.
- Maximized branch revenue by optimizing daily operations.
- Worked with regulatory representatives to complete accurate filings and maintain compliance.
Post Office Manager
Market Deeping Post Office
09.2016 - 05.2017
- Improved overall productivity with the implementation of new mail processing equipment and technology.
- Reduced customer wait times through the optimization of staff scheduling and task management.
- Oversaw daily staffing needs and handled scheduling for all employees of the store.
- Documented customer interactions to track requests and solutions, enhancing service responsiveness.
- Escalated customer concerns and store issues to supervisors, ensuring timely resolution and inventory management.
- Documented conversations with customers to track requests, problems and solutions.
- Provided product suggestions to enhance customer experience without pressure.
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
- Processed merchandise returns and exchanges, facilitating refunds and exchanges to maintain customer satisfaction.
Education
Bachelor of Arts - Business, Finance And Events Management
University of Hertfordshire
HertfordshireSkills
- Customer Journey Mapping
- Customer Focus
- Client Engagement
- Customer Service
- Project management
- Workflow Optimization
- Revenue generation
- Product Knowledge
Training and Development
Team Leadership
- Team management
- Critical thinking
- Problem Solving
- Interpersonal Communications
- Multitasking
- Customer Communication
Accomplishments
Best of the Best- Culture Catalysts- Fiscal 2022
Certification
Received the Toronto Flower School diploma certification
Timeline
Customer experience lead
Scotiabank
03.2024 - 10.2024
Senior Customer Service Associate
Scotiabank
05.2021 - 04.2024
Customer Experience Associate
Scotiabank
05.2021 - 02.2022
Payments and Rewards Representative
PC Financial
06.2020 - 04.2021
Customer Advisor
NatWest Bank
09.2017 - 12.2019
Post Office Manager
Market Deeping Post Office
09.2016 - 05.2017
Bachelor of Arts - Business, Finance And Events Management
University of Hertfordshire