Makhfoora Bakhshi
Concord, California,California
Summary
At Scotiabank, I spearheaded a customer-centric culture shift, enhancing satisfaction and loyalty through strategic problem-solving and exceptional service delivery. My expertise in customer relationship management and team leadership significantly improved business growth and team performance, showcasing adaptability, professionalism, and a keen attention to detail.
Overview
18
18
years of professional experience
Work History
Customer Experince Lead
Scotiabank
Newmarket, ON
06.2006 - 04.2024
- Acted as a trusted point of contact for key clients, providing personalized support and attention to detail that fostered long-lasting relationships.
- Utilized my language proficiency in Dari and Urdu and assisted many clients with language barrier concerns.
- Through out my years of service at Scotia bank I successfully assisted many branch audits and reviews.
- Including my direct reports I often managed and provided support to my branch sales team and branch manager.
- During branch managers absence I often was acting manager where I fulfilled duties beyond my role capabilities.
- regularly Coached and provided professional feed back to my direct reports in order to improve branch service delivery
- Established strong relationships with key accounts, ensuring loyalty and long-term business growth.
- Championed a company-wide culture shift towards customer-centricity, fostering an environment where every employee prioritized exceptional service delivery.
- Enhanced customer satisfaction by implementing new strategies to address concerns and resolve issues promptly.
- Trained and mentored new team members, improving overall team performance and knowledge base.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous process enhancements.
- Ensured consistent adherence to established protocols throughout all points of contact with customers.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Documented customer interactions in internal database to maintain customer service history details.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Identified and resolved discrepancies and errors in customer accounts.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
High School -
Northview Heights
Skills
- Team management
- Teamwork and collaboration
- Customer service
- Attention to detail
- Problem-solving abilities
- Calm and professional under pressure
- Excellent communication
- Adaptability and flexibility
- Money handling
- Verbal and written communication
- Customer relationship management
- Professionalism
- Issue and complaint resolution
- Interpersonal communication
- Policies and procedures adherence
- Strategic thinking
- Multitasking Abilities
- Understanding customer needs
- Organizational skills
- Team collaboration
- Calm under pressure
- Effective communication
- Phone etiquette
Languages
Dari/ Urdu
Native or Bilingual
Accomplishments
During my 17 years of service I was awarded best employee of the year seven times including a prized trip for two to Mexico. I have well established relationship with all my previous managers where they can vouch for my professionalism, hard-work, and work ethics
Timeline
Customer Experince Lead
Scotiabank
06.2006 - 04.2024
High School -
Northview Heights