Shaymaa El-Rafaey
Mississauga,Ontario
Summary
I am seeking an opportunity to utilize my career experience, skills and education to contribute to your company’s objectives and exceed them.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Royal Bank of Canada
01.2022 - Current
- Responsible for performing a broad range of financial transactions for clients, (including but not limited to: deposits, withdrawals, bill payments, and other transactions, as necessary) in an accurate and efficient manner.
- Creates exceptional customer experience interaction; provides advice and solutions to personal banking; opens and closes bank accounts; assists with resolving customer concerns; and offers insurance benefits and credit cards to clients.
- Investigates withdrawn funds that may be potential fraud cases.
- Collaborates with market-leading professionals in financial planning, retirement planning, mortgages, and business banking experts to ensure clients receive customized and relevant expert advice.
- Monitors daily transactions, monthly transactions, and reports in accordance with regulatory guidelines and internal policies.
- Provides training to team members on processes, procedures, best practices and directions on day-to-day banking tasks.
- Investigates unusual or suspicious account activities to identify potential account compromises and criminal activities; prepares and submits detailed investigation report and Suspicious Activity Reports when necessary.
- Supports all other operational activities as required, including but not limited to: inventory management, escalated service requests, following up on customer applications, filing, opening and closing activities.
Assistant Sales Manager
Canadian Dental Supplies
01.2017 - 01.2022
- Tested dental products to ensure functionality and quality assurance and quality control company standard’s have been met.
- Researched competitor’s product and services, and prepared reports and briefing on best practices, lessons learned, benefits and milestones to align with industry trends and remain competitive.
- Trained new employees on dental products, services, processes and various codlings to ensure team readiness.
- Collaborated with clients and vendors ensuring seamless experience with the ability to manage conflicts in a respectful manner to achieve shared goals.
- Managed daily account payables and receivables, expenses, budgets, and inventory.
- Established customer needs and requirements using Quickbooks and Shopify
- Prepared and delivered reports on sales, forecasts, monthly spent-to-date reports, expense reports, and other various reports for the purpose of cost-analysis research.
- Built relationships, develops business strategy, and maximized business opportunities for all products and services located within Ontario.
Manager Loyalty and Retention and Technical Support Agent-Assurer
Telus Communication
01.2013 - 01.2017
- Led Loyalty and Retention Team and built strong culture of values and ethics focused on managing client complaint resolution for the optimal outcome in a timely manner.
- Formulated and implemented strategies and tactics to increase client loyalty and retention.
- Assisted clients with a range of inquiries from technical difficulties with home phone, internet, optic television, account information.
- Provided recommendations to clients on various packages based on their needs and payment plans to ensure satisfaction and tailored solutions.
Travel Agent
Hogg Robinson Group
01.2010 - 01.2013
- Liaised with client to provide travel services for the ideal vacation experience; advised clients on travel options offered by our various partners; sold travel packages in all product categories including the preparation of complex itineraries using various booking platforms.
- Ensured seamless communication with both internal teams and external clients; promptly addressed client inquiries, and resolved any travel-related issues that arise during client’s vacation, such as flight delays, cancellations, or accommodation problems, and provided alternative solutions promptly.
- Networked and promoted new travel business and grow and repeat client base; met monthly and yearly sales and revenue targets.
- Performed other administrative tasks, including: managing group trip logistics in software system, processing invoices, assisting with ticketing and package documentation, and maintaining accurate passenger information.
- Created and maintained client itinerary files in SharePoint; sent reminders to agents for second deposits and final payments as scheduled; maintained passenger booking forms and follow-up with agents on missing information.
Education
Diploma - Business Administrative and Management
CIMT College
09.2020
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Professional telephone demeanor
Languages
English
Professional Working
CUST
- Dear Human Resources:
- My name is Shaymaa El-Rafaey and I am applying for XXXXX position with the your department. Enclosed is my resume highlighting my work experience and accomplishments.
- Over the course of my experience and studies, I have developed strong client service, administrative, clerical and interpersonal skills that allow me to work efficiency in any office and professional environment. I have over fourteen years of experience working in various managerial and customer service roles. I am able to fluently write, speak and read in English and French.
- I have obtained my Business Administrative and Management Diploma in September 2020. Throughout my studies I developed extensive knowledge in Human Resources, Project Management, and Marketing. I am capable of maintaining complex paper and electronic filings and repositories; covering reception; drafting correspondences; using various billable software; maintaining office supplies, arranging for purchases of office materials; conducting research to provide strategic advice to senior management; creating reports for management; and handling a large volume of files, with tight deadlines. Additionally, my current typing speed is 80+ words per minute. I have extensive knowledge of Microsoft Word, Excel, Outlook, Teams, Powerpoint, Quickbooks, Adobe Pro and Foxit PDF software. I am able to work under pressure and tight deadlines with minimal supervision.
- In my current role, I have gained significant work experience resolving billing and other client issues in a timely and accurate manner, and in accordance to our company’s policies, while simultaneously meeting customer transaction-based needs with seamless execution. I have trained new hires, maintained BF (bring forward) systems for executives, answered client inquiries and achieved sales goals and corporate objectives.
- I am interested in a position strongly focused on administrative, data analysis, clerical and marketing operations. I am confident that my education and work experience would be an asset to this position. I hope to have the opportunity to work for your company.
- Thank you in advance for your time and consideration.
- Sincerely
- Shaymaa El-Rafaey
Timeline
Customer Service Representative
Royal Bank of Canada
01.2022 - Current
Assistant Sales Manager
Canadian Dental Supplies
01.2017 - 01.2022
Manager Loyalty and Retention and Technical Support Agent-Assurer
Telus Communication
01.2013 - 01.2017
Travel Agent
Hogg Robinson Group
01.2010 - 01.2013
Diploma - Business Administrative and Management
CIMT College
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