Zunaira Yunus
Cambridge,Canada
Summary
Experienced professional in building sales, achieving financial goals, managing investment portfolios & client wealth, overall account management seeking new avenues to gain more experience and building on my skills to gain further expertise in a competitive and dynamic working environment.
Overview
8
8
years of professional experience
Work History
Manager Customer Experience
TD Canada Trust
Guelph, ON
06.2023 - Current
- Monitored customer service performance metrics and created reports for senior management review.
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Maintained accurate records of all interactions with customers including call logs, emails, online chats.
- Identified opportunities for improving existing processes related to providing an outstanding level of service.
- Drove customer escalations to resolution by engaging directly with clients.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
Investment Consultant
TD Canada trust
Guelph, ON
08.2022 - 06.2023
- Attract, Nurture & build relationships with high value personal and small business clients by providing sound financial advice.
- Analyzing client's Risk Appetite & financial goals to make informed and sound decisions for investments in different products (mutual funds/RRSPs/RESPs or other investment avenues)
- Proactively providing consultation on mortgage deals and leading the whole (RESL) process for clients by partnering with other business segments to ensure seamless service from start to the closing
- · Planning business activities, monitoring key accounts, partnering with sales executives and participating in marketing and business development activities to attract new clients as well as consolidate and retain existing clients.
- Managed business development, client acquisition and retention strategies.
Personal Banking Associate
TD Canada Trust
Cambridge, ON
10.2020 - 07.2022
- Advised customers on bank products, services and financial planning options.
- ·Proactively preparing documentation for approval of chequing and savings products, secured/unsecured lines of credit, student loans etc.
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Completed daily cash balancing and operated ATMs.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Achieved exceptional goals in meeting sales targets for the Business unit & thereby leading the branch to stand out as the top sales (LEI – Legendary Experience Index) performer in the District
Customer Experience Associate
TD Canada Trust
Cambridge, ON
05.2019 - 10.2020
- Improved product knowledge skills to understand customer needs and provide real, effective solutions.
- Assisted customers with making payments or completing orders in system.
- Nurtured existing relationships with longtime customers while exploring opportunities to develop partnerships with prospects and leads.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Supported sales team members to drive growth and development.
Financial Analyst
Loblaws Companies Limited
Brampton, ON
01.2018 - 01.2019
- Review and approve Journal entries of various General Ledger accounts for timely monthly closes
- Reconciliation of General Ledger accounts and variance analysis
- Balance Sheet reconciliations and maintaining schedules
- ·Analysis of trends in operating income and expenses; comparison of forecast vs actual results at month end, quarterly and yearly basis.
- Preparation of bank reconciliation of all accounts and follow-up with concerned banks
Financial Analyst
Telenor
Islamabad, Pakistan
03.2017 - 11.2017
- Prepared and entered various GL entries.
- Analysis of trends in various revenues and expenses
- Reconciling GL/Balance sheet accounts and maintain schedules.
- Assisted in conducting Half year/annual audits and preparation of various schedules for audit reporting
- Preparation of bank reconciliations and follow up with banks to resolve issues
- Prepared AR aging reports
Lecturer, Business and Economics
Pakistan Institute of Development Economics
Islamabad, Pakistan
03.2016 - 02.2017
Education
Investment Funds in Canada
Canadian Securities Institute
04.2022
Mphil - Economics & Finance
Pakistan Institute of Development Economics (PIDE)
Islamabad 01.2016
Master of Arts - Economics
University of Karachi
Karachi2013
Bachelor of Arts - Economics, Psychology & Education
University of Karachi
Karachi2010
Skills
- Building Client relationships & Customer success enablement
- Wealth Management
- Financial planning and optimizing financial lives of clients
- Account Management
- Proactive approach to Business development
- Compelling leadership skills
- Detail Orientation
- Fluent in other languages such as Urdu, Punjabi, Hindi
- Empathy
Timeline
Manager Customer Experience
TD Canada Trust
06.2023 - Current
Investment Consultant
TD Canada trust
08.2022 - 06.2023
Personal Banking Associate
TD Canada Trust
10.2020 - 07.2022
Customer Experience Associate
TD Canada Trust
05.2019 - 10.2020
Financial Analyst
Loblaws Companies Limited
01.2018 - 01.2019
Financial Analyst
Telenor
03.2017 - 11.2017
Lecturer, Business and Economics
Pakistan Institute of Development Economics
03.2016 - 02.2017
Investment Funds in Canada
Canadian Securities Institute
Mphil - Economics & Finance
Pakistan Institute of Development Economics (PIDE)
Master of Arts - Economics
University of Karachi
Bachelor of Arts - Economics, Psychology & Education
University of Karachi
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