Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Soukaina Housbane

Montreal,Quebec

Summary

As an undergraduate economics student currently thriving in the role of Banking Operations Officer at TD, I bring a dynamic combination of academic prowess and hands-on experience in financial operations. My tenure has equipped me with a solid foundation in ensuring streamlined banking processes and delivering exceptional customer service. Now poised for my next challenge, I am eager to leverage my skills and enthusiasm to contribute effectively to a progressive organization that values innovation, growth, and continuous learning in the finance industry.

Overview

3
3
years of professional experience

Work History

Operations Officer

TD Bank
07.2023 - Current
  • Managed financial operations for efficiency and accuracy
  • Identified and mitigated operational risks
  • Led and mentored teams to achieve operational goals
  • Analyzed and improved operational processes
  • Proficient in data analysis for informed decision-making
  • Facilitated effective communication with cross-functional teams
  • Utilized banking software and systems for optimal service delivery
  • Improved branch efficiency by streamlining operational processes and implementing best practices.
  • Contributed to overall company success by sharing best practices with colleagues at other branches and participating actively in cross-functional initiatives aimed at improving organizational performance on a larger scale.
  • Enhanced customer satisfaction with prompt issue resolution and personalized service.
  • Performed banking, business administration and financial tasks to guarantee satisfactory service for clients.
  • Resolved escalated issues promptly, demonstrating strong problem-solving skills while maintaining professionalism at all times.
  • Maintained compliance with all regulations, policies, and procedures to minimize risk

Monitor

Forum Research
11.2022 - 03.2023
  • Listened to live surveyor calls, providing feedback and writing performance reviews
  • Followed up with surveyors to track feedback implementation
  • Prepared detailed reports for management and coached newcomers
  • Ensured adherence to company policies and procedures.
  • Provided valuable feedback to management regarding potential areas for improvement.
  • Streamlined communication between departments by serving as a liaison
  • Enhanced customer experience by closely monitoring activities and promptly addressing concerns.
  • Maximized efficiency within the workplace through effective delegation of tasks among team members during busy periods or employee absences.
  • Led improvement initiatives to advance operational efficiencies and increase revenue.

Surveyor and Interviewer

Forum Research
06.2021 - 11.2022
  • Conducted surveys by contacting potential participants via telephone
  • Addressed participant objections and maintained high accuracy in data entry
  • Ensured participant privacy and confidentiality
  • Met and exceeded daily, weekly, and monthly survey quotas
  • Communicated progress and challenges to supervisors
  • Adhered to company policies and industry regulations.
  • Adapted quickly to changing conditions on job sites, efficiently adjusting plans as needed while maintaining overall project goals.
  • Reduced costly errors by meticulously reviewing survey data and ensuring proper documentation.
  • Assisted in training new team members on surveying techniques, fostering a supportive work environment for continued growth.

Education

BA in Economics (In Progress) -

Concordia University

DEC in Psychology (Social Science) -

Vanier College
08.2022

DES -

École Édouard-Montpetit
06.2020

Skills

  • Communication: Effectively communicating with participants and call center agents to explain survey questions clearly
  • Active Listening: Attentively understanding responses and nuances in participants' communication
  • Time Management: Efficiently managing time to meet survey quotas while ensuring quality
  • Leadership: Motivating and coaching call center agents to enhance performance and meet targets
  • Problem Solving: Identifying and resolving issues and conflicts in a professional environment
  • Customer Service: Providing excellent support and guidance to enhance customer satisfaction
  • Attention to Detail: Maintaining accuracy in data entry and consistently monitoring call center activities
  • Ethical Conduct: Dedication to prioritizing clients' interests, ensuring recommendations aligning with their needs, and upholding strict confidentiality standards

Languages

French
Native or Bilingual
English
Native or Bilingual
Arabic
Native or Bilingual
Spanish
Limited Working

Timeline

Operations Officer

TD Bank
07.2023 - Current

Monitor

Forum Research
11.2022 - 03.2023

Surveyor and Interviewer

Forum Research
06.2021 - 11.2022

BA in Economics (In Progress) -

Concordia University

DEC in Psychology (Social Science) -

Vanier College

DES -

École Édouard-Montpetit

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Soukaina Housbane