Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Sharfi Shakhawat

Oshawa,ON

Summary

Experienced Business Support Officer with 2 years of banking experience and 5 year of customer service experience accountable for providing professional, accurate and prompt support for the requirements of customers, contact centers, business partners and branches. Perform a range of specialized functions using some independent judgement, in depth knowledge and investigative skills while working with standards/procedures to fulfill internal and external customer requests made through Electronic Banking Channels. Ensure productivity standards are achieved or exceeded by following well-defined procedures and guidelines and escalating issues.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Business Support Officer

CIBC
03.2022 - Current
  • Process and fulfill retail and non-credit customer requests made through electronic banking channels
  • Accurately and efficiently ensure adherence to outlined practices, procedures, and policies to meet service level agreements
  • Review and identify all incorrect, invalid, or incomplete customer requests for escalation
  • Identify and escalate unresolved issues or situations to team leader for further analysis
  • Collect measurement information for job function following procedures and guidelines volume and time
  • Keep abreast of all relevant CIBC products and services by consistently updating products, procedural and technological knowledge and all upgrades within area of responsibilities
  • Prioritize and organize workload to ensure deadlines are met and diarized items are processed according to policies and procedures
  • Assist in training new hired or temporary staff on procedures and guidelines to ensure transfer of knowledge and consistency in process
  • Cross trained campaigns (AML) to assist or provide support of equal value in peak times or temporary basis to meet or exceed service level agreements
  • Identify opportunities for improving control process and procedural adherence and recommend changes to existing processes and procedures to support continuous improvement, cost containment, and client satisfaction
  • Create complete and accurate statistics and reporting using MS Excel as required e.g- statistic gathering, investigative report
  • Create client profiles and provide unique identification, verification of the documents, and processing of loan approval.

Seasonal Warehouse Associate

Amazon.com
07.2021 - 01.2022
  • Receive Dock Processing Guide (Back Up Assistant Manager)
  • Perform Analytical and problem solving
  • Perform TDR (Transport Docking and Releasing)
  • Perform Dock Clerk Daily Operation
  • Help Associate and Processing Assistant to Meet Target (Receive Line Loading, Loader).

Assistant Store Leader

7-Eleven
02.2018 - 06.2021
  • Train and coach associates on a daily basis for running daily operation of the store
  • Ensure compliance of company policy and procedures
  • Provide prompt, efficient, and courteous customer service and handle customer complaints
  • Reconcile daily cash and prepare bank deposit as scheduled by the store leader
  • Reconcile all paperwork accurately and complete in a timely manner
  • Assist store leader in ensuring effective cost management practices
  • Ensure execution of all asset protection guidelines on a daily basis to secure merchandise and cash assets and to reduce shortage
  • Complete and analyze shift control on a daily basis
  • Provide outstanding customer service, receiving 98% in customer service feedback.

Sales Associate & Senior Sales Associate

7-Eleven
06.2016 - 02.2018
  • Assist an average to high value of customer per as cashier as well as finding or selecting items and providing recommendations which have generated a total sales of retail
  • Stock, replenish, and organize inventory with accuracy and efficiency, completing tasks
  • Maintain accurate and attractive merchandise displays, ensuring strategic placement of products in order to maximize purchases
  • More than 2 years’ experience in petro gas station activate fuel pumps through digital database and assist the customers with operating fuel pumps and explaining proper used of techniques including petro Canada points card, gift card, and prepared daily reports of fuels and oils and daily inspection with checklist as well as monthly inspection of oils and pumps area.

Customer Service in General Banking

Standard Bank Limited
10.2012 - 12.2012
  • Open accounts
  • Issue cheques
  • Collect bills
  • Write pay orders
  • Manage basic bookkeeping
  • Receive and forward telephone calls and messages
  • Close accounts
  • Provide general information to clients and the public.

Education

Master of Business Administration - Finance

Southeast University
01.2014

Bachelor of Business Administration - Finance

Eastern University
01.2012

Skills

  • Business Operation
  • Risk Management
  • Regulatory Compliance
  • Office Administration
  • Communication and Analytical Skill
  • Ability to work under pressure
  • Problem Solving
  • Date Entry

Certification

  • Security Guard License, Ontario Security Training, 08/01/22, 08/01/25
  • Emergency First Aid CPR/AED Level C, 06/01/21, 06/01/24
  • Business Analysis Foundations, 10/11/23
  • Microsoft 365 (office 365), 03/08/23
  • Food Safety Level 1, Regina Qu’Appelle, 05/18/17

Languages

English
Limited Working
Hindi

Timeline

Business Support Officer

CIBC
03.2022 - Current

Seasonal Warehouse Associate

Amazon.com
07.2021 - 01.2022

Assistant Store Leader

7-Eleven
02.2018 - 06.2021

Sales Associate & Senior Sales Associate

7-Eleven
06.2016 - 02.2018

Customer Service in General Banking

Standard Bank Limited
10.2012 - 12.2012

Master of Business Administration - Finance

Southeast University

Bachelor of Business Administration - Finance

Eastern University

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Sharfi Shakhawat