Rami Almuzaini
Toronto,ON
Summary
Results-oriented professional skilled in digital client management, risk mitigation, and incident resolution within the banking sector. Recognized for consistently surpassing performance targets while efficiently utilizing software tools for data analysis and problem-solving. Proven track record in empathetic client communication and cross-departmental collaboration to achieve effective resolutions.
Overview
4
4
years of professional experience
Work History
Social Media Specialist
CIBC
08.2022 - Current
- Oversaw and managed social media platforms to identify and mitigate potential legal, media, and reputational risks
- Engaged in effective and empathetic communication with clients to fully understand their needs and concerns, and worked diligently to identify and execute tailored solutions
- Successfully resolved multiple long-standing client issue within one day of assignment, exemplified by effectively settling a $10,000+ claim that had persisted for six months prior
- Conducted thorough investigations into clients' banking inquiries and proficiently generated comprehensive reports for collaboration with relevant partners
- Efficiently learned and utilized various software programs to access, investigate, and analyze bank data, streamlining processes and improving overall efficiency
- Consistently exceeded organizational performance benchmarks established by management across all roles and recognized as the top performer in Quarters 2 – 4 after beginning role in Quarter 1.
Chat Specialist
CIBC/Simplii Financial
05.2021 - 08.2022
- Offered exceptional customer service and product knowledge while assisting up to 2 clients simultaneously
- Assisted clients with their account management, resolving issues relating to their personal banking, and addressing client concern in a timely manner
- Collaborated seamlessly with multiple departments to efficiently address client concerns, mitigating escalations and ensuring effective resolutions
- Met and exceeded all key performance indicators set by management.
Technical Support Advisor
Apple
02.2020 - 03.2021
- Provided technical support for iOS/MacOS products for Apple customers
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Was well above Apple Standards when it came to customer satisfaction
- Had a customer satisfaction score of 93% with a resolution percentage of 86%.
Education
Bachelor of Commerce: Business Administration -
York University
Toronto, ON01.2020
Skills
- Customer service
- Communication
- Detail Oriented
- Risk Management
- Partner Collaboration
- Software proficiency
Accomplishments
- Quarter 2 Purpose Award for Top Performer 2023
- Quarter 3 Purpose Award for Top Performer 2023
Timeline
Social Media Specialist
CIBC
08.2022 - Current
Chat Specialist
CIBC/Simplii Financial
05.2021 - 08.2022
Technical Support Advisor
Apple
02.2020 - 03.2021
Bachelor of Commerce: Business Administration -
York University
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