Ghita Sefraoui

>Proactively engage with Rbc clients through various communication channels to deliver an outstanding customer service experience.

> Focus on helping clients when they need us most , by responding to a variety of questions , assisting with banking solutions and resolving client concerns at first points of contact.

>Dealing with every day banking , transfers, opening/closing accounts, credit card inquiries, help with interest rates, loyalty programs, review transactions .>Educate and assist clients with using RBC digital capabilities by guiding client to be more independent using their Online Banking.

> client experience , fulfill immediate need and identify additional opportunities available for client .

> recognized by my client experience through RBC monthly Podcast .

>Engaged by my Manager to implement Plug inns with new hires.

> Referred by my manager for Online banking training.

> Manage risks by adhering to compliance routines

>Contribute to team results by supporting all colleagues to be successful by doing peer-coaching.

• Built strong relationships with customers through excellent customer service skills
• Answered travel questions from customers about destinations, cancelation, pricing, flight schedules, and exchanges
• Used various computer software and online databases to book travel services
• Excellent organization skills, Microsoft Office, strong ticketing GDS, Saber
• Successfully coordinated travel arrangements for more than 100k clients, achieving 80% customer service rate
• Resolved issues swiftly, maintaining a high standard of customer service by increasing client satisfaction by 10% and reducing resolution waiting times by 10%

• Spearhead daily tasks of home, adhering to schedules and organizing activities catered to the needs of all persons in the home
• Plan and organize events and happenings with schools and other extracurricular activities, as well as directed a variety of priorities while stimulating teamwork to get multiple tasks done

• Communicated via inbound and outbound telephone calls with consumers, following up promptly to ensure customer satisfaction
• Built sustainable relationships of trust through open and interactive communication, providing accurate, valid, and complete information by using the right methods and tools
• Managed over 50 customer calls per day, and increased sales by 10%

• Maintained and updated customer databases, organizing and attending events such as conferences, seminars, receptions, and exhibitions, conducting marketing research
• Contributed to engaging and creative initiatives that maintain brand and voice loyalty on various social media platforms
• Highlighted promotions and increased audience participation through social media, increasing audience engagement

• Answered calls and responded to emails, handling customer inquiries both telephonically and by email and researching required information using available resources
• Managed and resolved customer complaints, providing customers with adequate resolution regarding product and service processed orders, forms, and applications, as well as identified and escalated priority issues
• Increased the rate of customer satisfaction by 10%