Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
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Radwan Ahmed

Ajax,ON

Summary

Dynamic professional with a proven track record at TD, excelling in client interactions and fraud prevention. Proficient in Microsoft Office Suite and multilingual communication, I fostered customer satisfaction through effective problem-solving and timely service. Recognized for outstanding performance, I thrive in fast-paced environments while driving operational efficiency.

Overview

6
6
years of professional experience

Work History

Easy Line Representative

TD
05.2024 - Current
  • Assisted clients with daily banking transactions, ensuring seamless experiences.
  • Processed bill payments and retrieved related information efficiently.
  • Facilitated cross-border banking services for customers.
  • Executed wire transfers on behalf of clients with accuracy.
  • Monitored accounts for unusual activity, implementing fraud prevention measures.
  • Managed interactions with an average of 80 clients, maintaining optimal efficiency.
  • Conducted satisfaction surveys post-call to gauge client feedback.
  • Opened new accounts and increased credit limits to support client needs.

Credit Card & Dispute Representative

CIBC
06.2022 - 04.2024
  • Reduced fraudulent credit card activities through proactive monitoring and intervention.
  • Managed over 70 client interactions daily while achieving targeted average handling time.
  • Reviewed client complaints and implemented appropriate resolutions to enhance satisfaction.
  • Created dispute cases for both fraud and non-fraud transactions, ensuring thorough investigation.
  • Balanced multiple accounts effectively to maintain operational efficiency.
  • Utilized extensive knowledge of Knowledge Central for procedure adherence and complaint resolution.
  • Provided empathetic support to customers, delivering clear guidance on their inquiries.
  • Received Moment Maker Award for outstanding employee performance in a month.

Shift Supervisor

Elite Condo Concierge
11.2021 - 06.2022
  • Managed staff schedules for all shifts and events to reduce overtime costs.
  • Advised management on cost-cutting measures while maintaining asset safety.
  • Developed training manuals and procedures for concierge department efficiency.
  • Established office organization structure to enhance operational effectiveness.
  • Tracked timecards and conducted employee performance reviews.
  • Sorted daily mail and reports for timely distribution.
  • Conducted interviews to identify qualified candidates.
  • Received Best Employee Award for April 2022, promoting to shift supervisor after 23 months.

Concierge & Patrol Guard

Elite Condo Concierge
12.2019 - 10.2021
  • Handled front desk operations, addressing resident complaints and ensuring prompt resolution.
  • Processed, received, and audited parcels to maintain accurate inventory records.
  • Compiled daily reports to document shift activities and monitor performance.

Customer Service Representative

Tim Hortons
03.2019 - 11.2019
  • Executed timely customer service by efficiently completing orders and processing transactions.
  • Minimized error rates through accurate balance checks of cash and card transactions at assigned POS.
  • Cross-trained to provide support for fellow customer service representatives when needed.
  • Maintained high efficiency in a fast-paced, demanding environment.
  • Reconciled cash drawer at shift start and end, addressing errors and discrepancies.
  • Educated customers on promotions to drive sales growth.
  • Assisted customers by answering inquiries and fulfilling requests promptly.

Education

BBA Honours - Project Management

Yorkville University
Concord, ON
01.2021

Skills

  • Microsoft Office Suite
  • Spreadsheet management
  • Email communication skills
  • CPR certification
  • Multilingual proficiency
  • IELTS expertise
  • CELPIP assessment

Accomplishments

  • One-time British council leadership award winner.
  • Two times champion in school level debate championship.
  • Obtained Ontario private security guard license in 2019.
  • Elected as an Executive Member of the College Cultural Club.
  • Achiever of Merit Scholarship for outstanding academic record.
  • CIBC moment maker award 2022.
  • Td first quarter "EPIC" winner.
  • 3 times best employee of the team winner at td.

References

Available on request.

Timeline

Easy Line Representative

TD
05.2024 - Current

Credit Card & Dispute Representative

CIBC
06.2022 - 04.2024

Shift Supervisor

Elite Condo Concierge
11.2021 - 06.2022

Concierge & Patrol Guard

Elite Condo Concierge
12.2019 - 10.2021

Customer Service Representative

Tim Hortons
03.2019 - 11.2019

BBA Honours - Project Management

Yorkville University

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Radwan Ahmed