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, Poland11.2023
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
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