Suzanne Ghattas
Customer Experience Expert
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Strong problem-solver dedicated to using independent decision-making skills and sound judgment to positively impact company success.
Overview
16
16
years of professional experience
1
1
Language
Work History
CONTACT CENTRE REPRESENTATIVE
TD Canada Trust
11.2020 - Current
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to complex and diverse questions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Protected the bank and customers from risk by implementing sound understanding of process/policy risk and strong attention to detail.
SALES REPRESENTATIVE
TD Canada Trust
09.2015 - 11.2018
- Identified customer's needs through customer contact while simultaneously ensuring their initial need was resolved effectively
- Provided legendary customer service while identifying sales opportunities from system identified leads
- Consistent top performer for both sales and customer experience
- Tasked with training New Hires in practicum.
- Used customer insights to develop innovative sales strategies to increase sales.
MANAGER
Colonnade Pizza
12.2006 - 12.2013
- Managed patrons while supervising staff in both front and back of house.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
- Controlled costs to keep business operating within budget and increase profits.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
Finance - Business Administration
Algonquin College
Skills
- P > Gateway/PEGA/S3/C3
- Maitre'D POS Systems
- Agent Desktop
- MS Office Suite
- Risk Management
- P > Compliance
- P > Procedure optimization
- P > Relationship building
- P > Credit risk
- P > Verbal and written communication
- P > Credit decisions
- P > Problem-Solving
Timeline
CONTACT CENTRE REPRESENTATIVE
TD Canada Trust
11.2020 - Current
SALES REPRESENTATIVE
TD Canada Trust
09.2015 - 11.2018
MANAGER
Colonnade Pizza
12.2006 - 12.2013
Finance - Business Administration
Algonquin College
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