Muhammad Haris Khan
Questrade Inc.
Etobicoke,ON
2
Languages
5
years of professional experience
Senior Account Management Specialist in financial services supporting investment accounts and brokerage operations across client escalations, account maintenance, and service recovery. Strengthens CSAT by coaching 7+ agents weekly, identifying satisfaction trends, and addressing issues before they affect client outcomes. Handles high-volume request queues with accurate documentation, compliance, and clear client communication in English, Urdu, Punjabi, and Pashto.
Work History
Senior Account Management Specialist
5 Months- Worked alongside the Team Supervisor in a team lead capacity, supporting day-to-day team performance and operational needs.
- Monitored client satisfaction (CSAT) results, identifying trends and opportunities for proactive follow-up.
- Facilitated client escalations, ensuring timely identification and resolution of issues.
- Coached agents to uphold quality standards and enhance client interactions, fostering consistent performance.
Email Support Specialist
3 Months- Respond to 75–80 client emails daily, addressing account-related inquiries and client requests with accuracy and professionalism.
- Deliver clear, consistent written communication by following established email templates and service guidelines.
- Train and onboard new email agents, ensuring they understand processes, tools, and quality standards.
- Collaborate on projects with other departments to improve workflows, support cross-functional initiatives, and enhance the client experience.
- Provide ongoing coaching and mentorship to new email agents to support their performance, development, and confidence.
- Review and analyze email volume and performance reports to identify trends and support operational efficiency.
Client Service Specialist
4 Years 4 Months- Responded to client inquiries via phone, chat, and email while maintaining 95% quality and client satisfaction scores.
- Reviewed client account transactions across investment accounts, including RRSP, TFSA, and margin accounts, and assisted with funding and withdrawal requests.
- Investigated and resolved account-related issues while ensuring accuracy, compliance, and proper documentation of client interactions.
- Assisted the Transfers Team with manual and ATON account transfers during backup assignments, helping reduce transfer backlogs and ensure requests were processed accurately and within required timeframes.
Education
Business Administration Advanced Diploma
- Dean’s List: Fall 2015, Winter 2016, Fall 2016, Winter 2017, Fall 2017, Spring 2018
- GPA: 3.7
Skills
Account issue resolution
Client account review
Transaction investigation
Documentation accuracy
Quality assurance
Coaching & onboarding
Performance monitoring
Escalation management
Workflow improvement
Cross-functional collaboration
Languages
English
Native or Bilingual
Urdu
Native or Bilingual
Timeline
Senior Account Management Specialist
Questrade Inc.
03.2026 - CurrentRead More
Email Support Specialist
Questrade Inc.
12.2025 - 03.2026Read More
Client Service Specialist
Questrade Inc.
08.2021 - 12.2025Read More
Humber College Institute of Technology and Advanced Learning
Business Administration Advanced Diploma
Read More