Summary
Overview
Work History
Education
Skills
Languages
Certification
Accomplishments
Volunteer Experience
Work Availability
Work Preference
Timeline
AdministrativeAssistant
Sofia Zahrane

Sofia Zahrane

Ottawa, ON,Ontario

Summary

Results-driven Business Marketing professional specializing in mortgage renewals, sales, and customer service. Demonstrated success in negotiating competitive rates, assessing financial risks, and maintaining compliance standards. Bilingual in French and English, with a proven track record of exceeding sales targets and enhancing client retention. Dedicated to fostering exceptional customer experiences and contributing to sustained business growth.

Overview

6
6
years of professional experience
1
1

Business Marketing Diploma

Work History

Senior Mortgage Renewal Specialist

Bank of Montreal, BMO
, Ontario
07.2024 - Current
  • Led high-value mortgage renewal portfolios, delivering strategic financial solutions to maximize client retention and satisfaction.
    Conducted in-depth risk assessments and financial analyses, ensuring mortgage renewals aligned with both client needs and institutional policies.
    Negotiated competitive renewal terms and refinancing options, leveraging market trends to drive profitable outcomes.
    Provided expert advisory services, guiding clients through complex mortgage products, and recommending tailored financial strategies.
    Collaborated cross-functionally with underwriters, compliance teams, and financial planners to streamline approval processes, and mitigate risk.
    Exceeded renewal targets through proactive portfolio management and relationship-building, fostering long-term client loyalty.
    Delivered training and mentorship to junior team members, enhancing overall team performance and service standards.

Administration/Marketing Coordinator

Spray Net
Ottawa, Ontario
09.2023 - Current
  • Provided administrative support for management team.
  • Communicated with various departments regarding administrative matters.
  • Scheduled appointments for department personnel as needed.
  • Assisted with the preparation of reports, presentations and spreadsheets.
  • Answered incoming calls in a professional manner.
  • Managed physical and digital files, monitored spreadsheets, and updated reports to coordinate project materials.
  • Processed financial documents, contracts, expense reports and invoices.
  • Maintained station's social media accounts and website content.
  • Facilitated communication among members via social media platforms.

Customer Support Specialist PC Express/ Joe Fresh

NTT Business Process Outsourcing
04.2023 - 02.2025
  • Processed payments, refunds and adjustments to customer accounts.
  • Resolved customer complaints regarding tickets, seating, refunds.
  • Processed refunds for incorrect payments made by customers.
  • Processed returns, exchanges, refunds, and credits timely.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Investigated customer complaints regarding product quality or service rendered.
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Ensured customer satisfaction through effective communication skills and problem resolution techniques.

Gift of Choice Fraud B2B/Customer Service Representative

NTT Business Process Outsourcing
10.2022 - 05.2023
  • Maintained high level of professionalism and efficiency in handling customer interactions, resulting in positive customer satisfaction ratings
  • Demonstrated expertise in product knowledge and effectively communicated complex information to customers.
  • Provided customer service to cardholders by responding to inquiries, resolving complaints and providing guidance on product features.
  • Maintained up-to-date knowledge of applicable rules, regulations, policies and procedures related to gift cards.
  • Investigated suspected fraudulent activities and reported suspicious activity to the appropriate departments.
  • Resolved escalated customer issues in a timely manner while maintaining positive relationships with customers.
  • Provided outstanding customer support as Tier 1 agent for telecommunications client, resolving inquiries and technical issues

Supervisor

Burrito Gringo Restaurant
06.2022 - 10.2022
  • Directed daily operations and supervised team of employees, ensuring exceptional customer service and smooth restaurant operations
  • Trained and mentored staff members, fostering positive work environment and high-quality service delivery
  • Implemented efficient inventory management practices, optimizing stock levels and reducing waste.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
  • Evaluated employee performance and coached and trained to improve weak areas
  • Over 200 customers day
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts

Founder & Owner

Swag Morocco
01.2019 - 12.2021
  • Established and managed successful sunglasses brand, Swag Morocco, focusing on innovative designs and high-quality products
  • Developed and executed comprehensive marketing strategies, including social media campaigns, influencer partnerships, and online promotions, resulting in increased brand visibility and sales
  • Created engaging content for brand's social media platforms, captivating target audiences and driving customer engagement
  • Oversaw full spectrum of business operations, including product sourcing, inventory management, and customer service.

Education

Diploma - Business Marketing

Algonquin College
Ottawa, ON
08-2023

Skills

  • Sales and Relationship Management
  • Technical and Industry Knowledge
  • Communication Skills
  • Analytical and Problem-Solving Skills
  • Organizational and Time Management Skills
  • Compliance and Risk Management
  • Remote Office Availability
  • Inbound and Outbound Calling
  • Product Knowledge
  • Retail sales customer service
  • Complaint resolution
  • Audience Targeting
  • Market Analysis
  • Customer Service
  • Business Administration

Languages

English
Native/ Bilingual
French
Native/ Bilingual
Arabic
Professional

Certification

  • AI Marketing Google Certification

Accomplishments

  • Increased Mortgage Renewal Conversions – Consistently exceeded renewal targets by securing competitive rates and improving client retention.
  • Top Sales Performer – Ranked among the highest in mortgage renewals and upselling financial products, contributing to revenue growth.
  • Enhanced Customer Experience – Provided seamless bilingual support (English & French), leading to higher customer satisfaction scores.
  • Strengthened Fraud Prevention – Successfully identified and mitigated fraudulent activities, reducing financial risks and ensuring compliance.
  • Improved Operational Efficiency – Streamlined administrative processes, cutting turnaround times and increasing workflow productivity.
  • Developed & Trained Teams – Mentored junior employees, improving overall team performance and service excellence

Volunteer Experience

Association for Young Kids in Morocco (CBE), Morocco Contributed as a dedicated volunteer for CBE (Children's Betterment and Empowerment), a prominent association focused on the well-being and development of young children in Morocco. • Engaged in diverse initiatives aimed at enhancing the lives of children through educational programs, mentoring activities, and community outreach campaigns. • Fostered personal growth, academic success, and empowerment among young kids, while promoting values such as compassion, tolerance, and resilience. • Collaborated with a committed team to create a nurturing environment that supported children's physical, emotional, and intellectual development. • Witnessed the positive impact of our efforts on numerous young individuals, evident through their smiles, enthusiasm for learning, and improved overall well-being.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Work-life balanceWork from home optionCareer advancementCompany CultureHealthcare benefitsPersonal development programs

Timeline

Senior Mortgage Renewal Specialist

Bank of Montreal, BMO
07.2024 - Current

Administration/Marketing Coordinator

Spray Net
09.2023 - Current

Customer Support Specialist PC Express/ Joe Fresh

NTT Business Process Outsourcing
04.2023 - 02.2025

Gift of Choice Fraud B2B/Customer Service Representative

NTT Business Process Outsourcing
10.2022 - 05.2023

Supervisor

Burrito Gringo Restaurant
06.2022 - 10.2022

Founder & Owner

Swag Morocco
01.2019 - 12.2021

Diploma - Business Marketing

Algonquin College

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Sofia Zahrane