Mehadi Kalam
Toronto
Summary
Dynamic professional with extensive experience at CIBC, excelling in relationship management and advanced communication. Proven track record in enhancing customer satisfaction and operational efficiency through expert problem-solving and analytical thinking. Recognized for outstanding performance and meeting key performance indicators in every role while demonstrating a commitment to excellence and effective teamwork.
Overview
9
9
years of professional experience
Work History
Internal Queue Specialist
Canadian Imperial Bank of Commerce (CIBC)
06.2022 - Current
- Improved customer satisfaction rates through effective communication skills and applying proactive problem-solving solutions to achieve complaint resolution in a timely manner.
- Collaborated with cross-functional teams to achieve resolution for diverse clientele by applying both critical thinking skills and comprehensive knowledge about CIBC internal processes and policies.
- Provided best practices to colleagues and worked in liaison with management to create effective business practices.
- Ensured accurate reporting and thorough documentation of events to maintain transparency, accountability and reliable records for future reference
- Demonstrated exceptional organizational skills by maintaining structured workflows, prioritizing tasks, effectively managing time and meeting deadlines with accuracy and efficiency
Financial Services Representative II, TB Inbound
Canadian Imperial Bank of Commerce (CIBC)
02.2019 - 06.2022
- Enhanced customer relationships with personalized service and addressing individual concerns promptly.
- Collaborated with team members to achieve targets and improve overall performance.
- Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
- Mastery of software and application tools (AST, horizon, IDA, COINS, Tel-agent, ECIF, SMART, TYSY, 3270 Coins app, wealth management, certapay, verint, WDE, outlook).
Customer Service Representative (Credit Cards)
Canadian Imperial Bank of Commerce (CIBC)
04.2016 - 02.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Served as first point of contact for CIBC. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and CIBC.
- Mastery of CIBC systems (ECIF, COINS, TYSY, CIS, AS400)
- Exceeded all key performance indicators which resulted in multiple awards for leadership, productivity and revenue growth including: Crystal Award (x6), Excel Award, Top Performer F17, Quarterly Achiever (x2)
Education
Bachelor of Commerce - Business Management
Ryerson University
12-2015
Skills
- Relationship Management
- Advanced communication
- Teamwork and collaboration
- Expert problem solving
- Analytical thinking
- Documentation and time management
- Organizational skills
- Conflict resolution
- Operational efficiency
Languages
English
Native or Bilingual
Bengali
Professional Working
Timeline
Internal Queue Specialist
Canadian Imperial Bank of Commerce (CIBC)
06.2022 - Current
Financial Services Representative II, TB Inbound
Canadian Imperial Bank of Commerce (CIBC)
02.2019 - 06.2022
Customer Service Representative (Credit Cards)
Canadian Imperial Bank of Commerce (CIBC)
04.2016 - 02.2019
Bachelor of Commerce - Business Management
Ryerson University
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