Summary
Overview
Work History
Education
Skills
Languages
Proficientskills
Training
Timeline
Generic

MAHTAB SHAREEF

Mississauga,ON

Summary

Qualified Advanced Technical Support Specialist with 9 years of helpdesk and customer service experience. Provides comprehensive Customer support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.

Overview

11
11
years of professional experience

Work History

Technical Support Specialist

Moneris
02.2022 - Current
  • Provided technical support for Moneris payment methods to businesses, ensuring smooth payment processing
  • Managed allocation and deallocation of Moneris terminals, completing setup processes for payment solutions accurately
  • Supervised and trained newly hired TSR Level 1 agents, ensuring proficiency in customer support
  • Utilized Service Now management systems to disperse merchants’ requests and track resolution progress
  • Delivered detailed transaction information processed through terminals and online sources to clients
  • Assisted merchants with implementing online payment solutions through API integration
  • Demonstrated proficiency in various internal applications including USD, DMS, Merchant Direct v1 & v2, AS400, Phoenix, Merchant Resource Center (Gateway), KMS Lighthouse, IST, TACL, and PaydPro
  • Promoted to TSS Agent Level 1 within 6 months of hire and further to TSS Level 2 Agent within 12 months of employment
  • Collaborated with internal teams to troubleshoot and fulfill merchant requirements effectively.

Client Relationship Officer

Empire Life Canada
04.2021 - 02.2022
  • Processed agent and client requests for policy changes, addressing inquiries and concerns related to life insurance policies
  • Managed client requests to adjust coverage levels based on applications and underwriter reviews
  • Provided secondary support to Customer Service Representatives (CSRs) by addressing policy-related inquiries via Google Chat
  • Utilized various Google Workspace applications including Gmail, Google Drive, and Google Docs to perform daily tasks and maintain documentation
  • Delegated workflow to meet service level agreements (SLAs) and efficiently managed multiple concurrent deadlines
  • Liaised with internal Empire Life partners to expedite urgent requests and ensure timely resolution
  • Collaborated with third-party partners, such as Insurance Agents/MGAs and AGAs, to facilitate follow-ups and provide prompt responses to inquiries.

Operations Agent

Royal Bank of Canada (RBC)
08.2019 - 09.2020
  • Completed client’s requests for new VISA Corporate Cards, managed the day-to-day credit card functions on behalf of clients
  • Developed excellent relationships with clients by consistently delivering excellent service and becoming a trusted resource
  • Independently fulfilled requests for increase and decrease limits of credit cards for clients, based on their available credit
  • Managed the day-to-day credit card functions on behalf of clients, ensuring compliance with internal policies such as setting appropriate credit limits for new employees
  • Reviewed commercial applications to/from clients to ensure accuracy and completeness, providing input and consultation as necessary, to fulfill the needs of the clients
  • Collaborated with TransUnion to validate customer records on RBC database to match the credit rating agency.

Assistance Manager Customer Service (AMCS)

Royal Bank of Canada (RBC)
11.2018 - 08.2019
  • Completed various tasks for large clients (Costco, ICBC, and Walmart) requests including account information, transaction details, and providing copies of cheques by email and through telephone conversation
  • Generated and reconciled reports for clients to clarify various service fees and transactions on corporate accounts
  • Supported business clients to locate incoming wire payments and resolve outstanding issues to complete client transactions in a timely manner
  • Communicated with internal RBC Partners (Symcor and D+H) to expedite requests as necessary
  • Fulfilled business client’s requests for deposit slips, deposit bags, and cheques as required for the company needs
  • Completed various administrative tasks such as scanning and depositing electronic cheques on behalf of clients to complete their daily commercial transactions and mailing out daily transaction reports to ICBC
  • Completed cheque verification for clients by communicating with RBC and other partners to complete client transactions and purchases.

Client Support Officer

Royal Bank of Canada (RBC)
09.2016 - 11.2018
  • Managed a high volume of daily client requests to process transactions including payroll and vendors payments
  • Tracked client workflows on CRM (Microsoft Dynamics 365) and ensured requests and needs were met in a timely manner across different RBC functions
  • Consistently met and exceeded internal targets such as compliance of 93%, SLA, AHT etc
  • Leveraged strong client service and communication skills to educate clients on various features of RBC Express
  • Coordinated with various departments of RBC to complete client requests and provided fast delivery of service
  • Referred clients to RBC Partners, as appropriate, to meet their financial needs to solidify the relationship with the bank.

Banking Advisor

Royal Bank of Canada (RBC)
06.2013 - 08.2016
  • Effectively addressed client needs by acting as the first point of contact in handling queries and solving simple to complex customer issues and grievances
  • Consistently delivered on RBC’s client experience promise by understanding the needs and concerns of the client and proactively offering the best solution based on their individual needs
  • Consistently exceeded LTR goal by achieving average scores of 75% on a team target of 58%
  • Consistently met and exceed targets such as AHT, sales, compliance, and LTR
  • Responsible for completing complex money-related transactions by utilizing internal tools, systems, and procedures
  • Recommended products and services to clients to meet their immediate financial needs and provide superior, responsive execution, and delivery of tailored client transactions.

Education

Fintech Program -

University of Toronto
Toronto, ON
01.2021

Bachelor of Arts - Public Policy and Management

York University
Toronto, ON
01.2011

SAP Training Program -

York University
Toronto, ON
01.2011

Skills

  • Microsoft Suite
  • Lotus Mail
  • Adobe Acrobat
  • SAP
  • 50 wpm
  • SAP CRM
  • Microsoft Excel (V-LOOKUP’s, sum if, sorting, filtering)
  • Workflow prioritization
  • IT literacy
  • Technical Troubleshooting
  • Remote IT Implementation
  • Remote Support
  • Incident Management

Languages

English
Bengali
Hindi
Urdu

Proficientskills

  • Microsoft Suite (Excel, Word, PowerPoint)
  • CRM systems (Microsoft Dynamics 365, Salesforce Admin)
  • SAP
  • Google Workspace

Training

Currently undergoing training in Salesforce Admin (CRM) Level 1 Certification and Python (Networking)

Timeline

Technical Support Specialist

Moneris
02.2022 - Current

Client Relationship Officer

Empire Life Canada
04.2021 - 02.2022

Operations Agent

Royal Bank of Canada (RBC)
08.2019 - 09.2020

Assistance Manager Customer Service (AMCS)

Royal Bank of Canada (RBC)
11.2018 - 08.2019

Client Support Officer

Royal Bank of Canada (RBC)
09.2016 - 11.2018

Banking Advisor

Royal Bank of Canada (RBC)
06.2013 - 08.2016

Fintech Program -

University of Toronto

Bachelor of Arts - Public Policy and Management

York University

SAP Training Program -

York University

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MAHTAB SHAREEF