Doubra Dabor-Fuludu
Winnipeg,Canada
Summary
Experienced Senior Client Relations Representative with over 5 years in Client Service. Demonstrated success in maintaining excellent work ethics, utilizing strong analytical skills, and exhibiting friendly, professional, and problem-solving abilities. Possesses a positive attitude and a strong commitment to delivering exceptional service. Committed to identifying and addressing compliance issues to ensure regulatory adherence and operational excellence.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Client Relations Representative
IG Wealth Management
01.2022 - Current
- Handled inbound and email contacts from consultants, clients, and institutions with a focus on quality and professionalism
- Participated in team meetings with leadership to discuss call monitoring feedback, training needs, and business operations trends
- Provided effortless client experience when receiving and responding to inbound phone and email contacts from consultants, clients, and other institutions
- Delivered reliable, consistent, and transparent service by handling all inquiries with a high level of quality and professionalism
- Handled Clients' complaints in a professional and efficient manner and engaging appropriate channels wherever applicable
- Delivered value by maintaining up-to-date knowledge and awareness of company policies, procedures, and technologies
- Facilitated team meetings and debriefs while encouraging an interactive environment and ensured discussions stay on topic and on target
- Conducted one-on-one coaching with new employees to discuss areas of strength and improvement using thorough data analysis
Technical Support Trainer and Mentor
Apple
01.2019 - 01.2022
- Communicating with clients to diagnose technical issues via email, live chat, and telephone
- Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users
- Providing step-by-step instructions to fix technological issues.
- Mentored and guided employees ensuring all were trained to ensure they are capable of performing assigned duties
Education
Bachelor of Arts - Political Science and Sociology
University of Manitoba
Winnipeg, MB07.2022
Skills
- Data Analysis
- Financial Services Industry Knowledge
- Client Services
- Strategic Planning
- Communication and Presentation Skills
- Cross-Functional Leadership
- Project Initiation
- Amazon Connect
- Project Management
- Report Writing and Documentation
- Proficient in Agile and Scrum
- Training and mentoring
- CRM Software
- Project Management Competence
- Project Planning
Personal Information
Title: Senior Client Relations Representative
Languages
English
Certification
Pro
- Project Management, Google, 2024
Timeline
Senior Client Relations Representative
IG Wealth Management
01.2022 - Current
Technical Support Trainer and Mentor
Apple
01.2019 - 01.2022
Bachelor of Arts - Political Science and Sociology
University of Manitoba
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