MARWA ABDL
Summary
Innovative and goal-oriented Customer Experience Lead bringing unparalleled skills in customer relations, task prioritization and time management. Demonstrated leadership abilities, as well as taking directions from higher management. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to Scotiabank's success.
Overview
7
7
years of professional experience
Work History
Customer Experience Lead
Scotiabank
Thornhill, ON
05.2021 - Current
- Interviewed and onboarded new employees with training and new hire documentation.
- Reviewed all transactions including wire payments on a daily basis and reported any potential UTRs.
- Prepared team for successful branch audits by implementing all compliance procedures.
- Provided guidance, advice and training to improve the team's understanding of Scotiabank's policies and procedures.
Customer Service Supervisor
Scotiabank
Thornhill, ON
11.2017 - 05.2021
- Conducted training and mentored team members to promote productivity, accuracy and commitment to service excellence.
- Improved customer satisfaction scores through application of conflict resolution and problem-solving skills.
- Coached my team of 10 customer representatives through day-to-day work and complex problems.
- Established and updated work schedules to account for changing staff levels and expected workloads.
Customer Service Representative
Scotiabank
Thornhill, ON
02.2016 - 11.2017
- Cultivated customer loyalty by providing prompt and courteous service.
- Recommended products to customers, thoroughly explaining details, and arranging appointments with Financial Advisors when necessary.
Skills
- Written and verbal communication
- Team leadership and direction
- Attention to detail
- Schedule optimization
- Work ethics
- Eagerness to learn
- Prioritizing
References
Jin Wang
Assistant Manager, Scotiabank
(905) 731-2353 x 4202
2900 Steeles Ave east, Thornhill, ON L3T 4X1
jinm.wang@scotiabank.com
Corrine Yong
Branch Manager, Scotiabank
(905) 731-2352 x 4000
2900 Steeles Ave east, Thornhill, ON L3T 4X1
corrine.yong@scotiabank.com
Susan Nanan
Operations Manager, Scotiabank
(437) 828-8132
90 Wynford Drive 5th Floor, Toronto, ON M3C0N5
susan.nanan@scotiabank.com
Timeline
Customer Experience Lead
Scotiabank
05.2021 - Current
Customer Service Supervisor
Scotiabank
11.2017 - 05.2021
Customer Service Representative
Scotiabank
02.2016 - 11.2017
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