Magdalene Lanlehine
Milton,ON
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Personal Banking Associate
Bank of Montreal
08.2023 - 02.2024
- Welcome and guides customers as they walk into the branch lobby and offers advice and guidance on available and self-service options with the goal of making it easy, simple, and fast to the bank
- Assist in conducting client conversations about banking services to recommend alternative banking channels and provide personal banking and investment advice
- Meet customers' transaction-based needs with seamless execution
- Review customer profiles and engages customers in a needs-based conversation to identify potential opportunities and address everyday banking plans and credit card needs
- Support operational activities (e.g
- Inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities)
- Act as a key member of a collaborative and versatile branch and market team
- Probe to understand customer personal banking and credit card needs and integrate marketing promotions and programs into customers' conversations to provide strategic advice.
Service Rep/Service Officer
Bank of Montreal (International Wire Payments)
08.2022 - 07.2023
- Repairing wire payments
- Ensuring wire payments are processed with no process errors
- Receiving payments in differing currencies and manually keying the funds into the correct currency in alignment with the customer's bank account
- Working through their request queue with both speed and accuracy.
Fraud and Dispute Resolution Advisor
Concentrix Technologies, Canada - Rogers Bank Campaign
01.2021 - 05.2022
- Conducting outbound, and handling inbound calls for credit card dispute or chargeback inquiries, and resolving issues efficiently or escalating where necessary
- Monitoring, reviewing and verifying system flagged transactions and activities on an account to mitigate fraud and improve client experience
- Initiating dispute to prevent loss due to fraud and deliver personalized solutions to meet immediate security checks
- Educating clients on measures that can be put in place to prevent, detect and report fraudulent or suspicious activities on their accounts.
Client Advisor, financial services
01.2020 - 01.2021
- Handled over 80 inbound client interaction per day and providing personalized, friendly and polite service to ensure client satisfaction and retention
- Used my negotiation and sales skills, CRM Tools, and collaborated with the right department to provide wholistic service and retain dissatisfied clients who intend to cancel their account
- Performed data analysis of clients' current service utilization to upsell, cross-sell or recommend special offers thereby increasing revenue Maintained consistently, a high level of competitive and product knowledge including evolving technology trends in the relevant product and service portfolio.
Education
Bachelor of Arts - Marketing
Pan African University College
01.2014
Skills
- Strong analytical and project management skills combined with stellar customer service stemming from years of professional experience in customer service and commercial banking
- Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Access, and Outlook), Lexis-Nexis and Dun & Bradstreet
- Fluent in English and Ghanaian language (Fante)
- Customer Service
Languages
English
Full Professional
Timeline
Personal Banking Associate
Bank of Montreal
08.2023 - 02.2024
Service Rep/Service Officer
Bank of Montreal (International Wire Payments)
08.2022 - 07.2023
Fraud and Dispute Resolution Advisor
Concentrix Technologies, Canada - Rogers Bank Campaign
01.2021 - 05.2022
Client Advisor, financial services
01.2020 - 01.2021
Bachelor of Arts - Marketing
Pan African University College