Deka Farah
Scarborough,ON
Summary
Highly motivated and service-driven professional with over five years of experience in high-pressure, client-facing roles. Demonstrated strengths in conflict resolution, risk management, and clear communication. Proven ability to de-escalate challenging situations, work collaboratively within a team, and apply sound judgment in fast-paced environments. Passionate about community safety, fairness, and providing support to diverse populations.
Overview
9
9
years of professional experience
Work History
Live Chat Advisor
Scotiabank
09.2020 - Current
- Provide real-time chat assistance to clients navigating banking, credit card, and digital services.
- Resolve inquiries efficiently while promoting financial solutions aligned with client needs.
- De-escalate frustrated clients with professionalism and empathy, often resolving issues without escalation.
- Maintain accurate records, follow compliance regulations, and operate under high-volume communication.
Customer Care Advisor
Scotiabank
08.2019 - 08.2020
- Delivered banking support over the phone including account inquiries, bill payments, and fraud prevention.
- Upheld security and privacy protocols while providing tailored solutions to each customer.
- Exercised sound judgment to manage client concerns and reduce repeat contacts.
Enercare - Inbound Call Centre Agent
SinglePoint
05.2018 - 04.2019
- Handled high call volumes with efficiency and empathy, especially during service outages and billing issues.
- Assisted with account management and applied retention strategies to minimize cancellations.
- Maintained revenue streams by exhausting every option before offering refunds on escalated calls.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
Courtesy Desk Associate
Wal-Mart Canada
10.2016 - 04.2017
- Responded to customer concerns and processed refunds with tact and discretion.
- Enforced policy while preserving positive customer relations in escalated situations.
Education
High School Diploma -
St. John Paul II Catholic Secondary School
London, ONDiploma - Cyber Security
Lighthouse Labs
01-2025
Skills
- Conflict resolution & de-escalation
- Verbal & written communication
- Crisis response & problem-solving
- Teamwork & interpersonal support
- Multitasking in high-stress environments
- Customer advocacy & active listening
- Typing 45 WPM (90% accuracy)
- Microsoft Office & data entry proficiency
Additional Information
- Available to work rotating shifts, holidays, and weekends
- CPR/First Aid certification in progress
- References available upon request
Timeline
Live Chat Advisor
Scotiabank
09.2020 - Current
Customer Care Advisor
Scotiabank
08.2019 - 08.2020
Enercare - Inbound Call Centre Agent
SinglePoint
05.2018 - 04.2019
Courtesy Desk Associate
Wal-Mart Canada
10.2016 - 04.2017
High School Diploma -
St. John Paul II Catholic Secondary School
Diploma - Cyber Security
Lighthouse Labs
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