Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Nadia Alame

Montreal,QC

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Skilled with expertise in collections and success in improving accounts receivable functions and performance. Successful in applying recovery strategies and negotiating with account holders to cut outstanding debts and aged accounts. Excited to bring talent to team offering opportunities for growth and advancement.


Overview

2
2
years of professional experience

Work History

SME Team Leader

Capital One
05.2021 - 03.2023
  • Collaborated with sales team to address credit concerns, improving relationships between the company and its clients.
  • Collaborated on collection and dispute resolution issues.
  • Identified and discussed with management opportunities for improvements to procedures and internal controls.
  • Prepared accounts receivable-related journal entries for accounting month-end close.
  • Increased cash flow by consistently meeting or exceeding collection targets on a monthly basis.
  • Exceeded performance metrics by consistently achieving high rates of debt recovery while maintaining excellent customer service standards.
  • Built strong relationships with cross-functional teams, fostering seamless collaboration in achieving shared organizational objectives.
  • Streamlined project management by adopting effective delegation techniques and setting clear goals for team members.

Customer Service Representative

CREDIT ONE BANK, USA All
09.2020 - 03.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Education

Bachelor of Science - Business Administration

Lebanese University
Lebanon
07.2017

High School Diploma -

École Notredame
Montreal, QC
07.2011

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Customer Relations

Accomplishments

  • Supervised team of 10 staff members.
  • Documented and resolved problems and issue which led to great results.
  • Resolved product issue through consumer testing.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Achieved positive result by introducing iris software and empath software for employee .
  • Collaborated with team of 5 in the development of capital one bank .

Languages

English
Full Professional
French
Full Professional
Arabic
Native or Bilingual

Timeline

SME Team Leader

Capital One
05.2021 - 03.2023

Customer Service Representative

CREDIT ONE BANK, USA All
09.2020 - 03.2021

Bachelor of Science - Business Administration

Lebanese University

High School Diploma -

École Notredame

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Nadia Alame