Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kafayat Ismail

Ottawa,ON

Summary

Knowledgeable and dedicated customer service professional with extensive experience in addressing customer requests and concerns. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Client Service Specialist

HSBC Bank
11.2021 - 11.2023
  • Helped large volume of clients every day with positive attitude and focus on customer satisfaction.
  • Responded promptly to time sensitive and often high value queries, and escalations from other departments and directly from clients.
  • Provided excellent client management support, improved client engagement and resolved the majority of client enquires at the first point of contact.
  • Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.

Customer Service Representative

United Bank For Africa, UBA
08.2018 - 11.2021
  • Answered constant flow of customer calls with minimal wait times.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Sales Representative

United Bank For Africa Headquaters, Marina
10.2016 - 07.2018
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
  • Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
  • Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.

Education

Master of Arts - Sociology

University of Opole
Opole, Poland
11.2023

Skills

  • Call Management
  • Customer relationship management
  • Problem-solving abilities
  • Interpersonal skills
  • Project management
  • Flexibility and adaptability

Certification

  • Google Project Management Certification, Google - November, 2023
  • BCS Level 4 Certification in IT, British Computer Society, London, United Kingdom - December, 2020


Timeline

Client Service Specialist

HSBC Bank
11.2021 - 11.2023

Customer Service Representative

United Bank For Africa, UBA
08.2018 - 11.2021

Sales Representative

United Bank For Africa Headquaters, Marina
10.2016 - 07.2018

Master of Arts - Sociology

University of Opole
Kafayat Ismail