Nabila Fakurdeen
Summary
Highly qualified and motivated banking professional with excellent client services, credit collections and call center experience.
Overview
21
21
years of professional experience
Work History
Client Service Representative
CIBC
Scarborough, ON
06.2023 - Current
- Through my role as a CSR, I gained great knowledge of CBFE, Coins, ECIF and NCI
- Process customer cash deposits and withdrawals, cheques, transfers, bills and credit card payments, money orders, certified cheques and other related banking transactions
- Assisting clients in lobby leadership ensuring clients are banking most convenient way for them in digital adoption.
- Building client realationship to refer clients to the sales team for a financial review.
- Continue to thrive in positive client experience to positively impact our NPS as a community.
- Executed wire transfers, stop payments and account transfers.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Prepared bank initiated drafts for law offices,
- Maintain smooth operations for end of day balancing.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Helped large volume of customers every day with positive attitude and focus
- Oversaw currency shipments and deposits while adhering to strict safety guidelines.
Credit Collections Specialist
Capital One
04.2018 - 04.2019
- Handled inbound collection calls from customers regarding payment, address and contact information.
- Negotiated settlements or monthly payments according to customers' financial situation
- Developed new processes to reduce aged accounts from up to 120 – 0 days
- Answer correspondence, prepare reports and maintain records and files related to collection work
- Performed skip trace and updated customer information in data system
- Interact with various departments from Fraud, Customer Service, Specialty Operations and many others to resolve customer inquiries
- Responsible for detailed documentation of every customer transaction
Customer Service Representative
TD Canada Trust
03.2016 - 03.2017
- Process customer cash deposits and withdrawals, cheques, transfers, bills and credit card payments, money orders, certified cheques and other related banking transactions
- Answer enquiries and resolve problems or discrepancies concerning customers' accounts
- Inform customers of available banking products and services.
- Contributed to the timely and accurate completion of branch administration work
- Performed investigations into disputed transactions and other issues for customers
- Responsible for opening and closing procedures for branch, as a junior officer at secure desk
- Verified and stored cash shipments as well as shipped out excess cash daily to maintain branch cash holdings according to branch needs and audit requirements
- Reconciled all cash transactions of the day and balanced the branch journals, investigated overages and outages to help minimize branch losses
- Updated account information to maintain customer records.
Seasonal Sales Professional
Pandora
09.2015 - 01.2016
- Greet customers and discuss type, quality and quantity of merchandise or services.
- Advise customers on use and care of merchandise, and provide advice concerning specialized products or services
- Assist customer with purchase and refunds
Cashier / Guest Service Attendant
Target Canada
02.2013 - 03.2015
- Receive and process payments by cash, cheque, credit card or automatic debit
- Responsibilities as a Guest Service attendant includes answering customer phone calls, inquiries, handling returns, exchanges, resolving customer concerns
- Calculate total payments received at end of work shift and reconcile with total sales
Office Administration
Toronto District School Board
01.2006 - 01.2007
- Assisted staff and student with any questions or problems
- Maintained attendance record
- Provided telephone support as well as calling parents regarding the absence of students
- Completed clerical tasks such as filing, copying, and distributing mail.
Assistant Cashier Supervisor
Zellers
01.2004 - 04.2006
- Supervise cashiers and customer service representatives
- Authorize payments and the return of merchandise
- Resolve issues that may arise, including customer requests, complaints and supply shortages
Education
Canadian Investment Funds Course -
IFSE Institute
Toronto, ONNetwork Specialist
Trio's College
Toronto Bank Teller Training - undefined
Toronto District School Board
Toronto2011
OSSD -
Marc Garneau Collegiate Institute
Toronto2010
Skills
- Customer Service
- Negotiation and Resolution
- Administrative Support
- Organizational Skills
- Financial product knowledge
- Cash Handling
- Financial Services
- Call center experience
Timeline
Client Service Representative
CIBC
06.2023 - Current
Credit Collections Specialist
Capital One
04.2018 - 04.2019
Customer Service Representative
TD Canada Trust
03.2016 - 03.2017
Seasonal Sales Professional
Pandora
09.2015 - 01.2016
Cashier / Guest Service Attendant
Target Canada
02.2013 - 03.2015
Office Administration
Toronto District School Board
01.2006 - 01.2007
Assistant Cashier Supervisor
Zellers
01.2004 - 04.2006
Bank Teller Training - undefined
Toronto District School Board
Canadian Investment Funds Course -
IFSE Institute
Network Specialist
Trio's College
OSSD -
Marc Garneau Collegiate Institute