Jannatul Baki
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Overview
5
5
years of professional experience
Work History
Client Service Representative
AGF Investments
10.2023 - Current
- Provide exceptional customer service by handling an average o + client inquiries daily , ensuring a 95% satisfaction rate through prompt issue resolution and clear communication.
- Handled TFSA, HSA, and RRSP accounts , ensuring clients were informed about contribution limits, withdrawal options, and tax advantages, contributing to a 20% increase in TFSA and HSA account openings over six months.
- Executed accurate and timely transactions for mutual funds, GICs, and investment accounts, processing an average of $500k+ in transactions monthly .
- Provided support to financial advisors by offering comprehensive product details and financial analysis, enabling advisors to grow their portfolios by 12% annually.
- Actively supported clients with account inquiries, transactions, and investment product information, contributing to a 15% increase in client retention through personalized service and proactive communication.
- Processed client requests, including account updates, transactions, and reporting, with 99% accuracy , meeting all compliance and regulatory standards.
- Maintained detailed records of client interactions and feedback, helping the team achieve an 85% net promoter score (NPS) through continuous service improvements.
Client Administrator (term position)
Manitoba Blue Cross
03.2023 - 10.2023
- Responded to a variety of customer inquiries, including enrollment, billing procedures, claims procedures, and claims payments resulting in 93% customer service level
- Assists members with registration and navigation of the online portal
- Provided coverage information with 90% accuracy and handled plan-specific inquiries related to Ambulance/Hospital, Extended Health, Travel, Dental, Health Spending Account, and Vision Care
- Confirms coverage, explains benefits, and checks processed claims for dental offices, hospitals, pharmacies, and various other health providers with outstanding customer service
- Remained current and knowledgeable about benefits provided by the Provincial Health Care Plan, with a focus on prescription drugs, travel health, and vision care
Claims Examiner & Customer Service
Canada Life Assurance
06.2021 - 02.2023
- Reviewed and analyzed documentation of new claims, identifying potential coverage issues to mitigate losses and minimize the impact on clients
- Managed claims from start to finish, settling and negotiating payments with insurers on behalf of clients, resulting in a 90% client satisfaction rate
- Conducted thorough investigations into loss causes, collaborating with adjusters and vendors to estimate damages suffered by clients and appointing appropriate suppliers as necessary
- Processed and adjudicated pre-calculated claims with non-standard procedures, ensuring accuracy and compliance with industry regulations, resulting in a 95% claims approval rate.
Team Leader
Airbnb
06.2019 - 02.2021
- Developed and executed innovative solutions to complex problems, resulting in a 20% reduction in turnaround time for projects
- Led multiple cross-functional teams to successful project completion, resulting in a 25% increase in overall team productivity
- Implemented new training programs for team members, resulting in a 30% decrease in errors and an increase of customer satisfaction by 15%
- Resolved customer complaints within an average of 48 hours, exceeding the company's standard response time by 50% with a successful approach
Education
Business Administration
University of Manitoba
Winnipeg, MB06-2025
Skills
Attention to detail
Client Relations
Meeting deadlines
Teamwork and Collaboration
Multi-line phone talent
Work Prioritization
Hobbies and Interests
- Reading
- Cooking
- Hiking
Leadership Experience
SCI Logistics, Canada Post, Winnipeg, MB, Supervisor, Customer Services, 01/01/20, 12/31/21, Established positive rapport with customers, managers and customer service team members to maintain a positive and successful work environment., Assisted staff with resolving complex customer issues and implementing targeted solutions., Answered phone calls and responded to questions and concerns., Trained staff on new systems to maximise benefits of technology and achieve excellent customer satisfaction levels., Monitored service desk ticket queues to facilitate timely response and resolution., Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes., Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback., Drove positive customer satisfaction levels by providing successful training to associates.
Timeline
Client Service Representative
AGF Investments
10.2023 - Current
Client Administrator (term position)
Manitoba Blue Cross
03.2023 - 10.2023
Claims Examiner & Customer Service
Canada Life Assurance
06.2021 - 02.2023
Team Leader
Airbnb
06.2019 - 02.2021
Business Administration
University of Manitoba
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