Summary
Overview
Work History
Education
Skills
Timeline
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Veronica Iskander

Toronto,ON

Summary

Motivated professional with extensive experience at AGF, specializing in client resolutions and support. Proven track record of fostering strong relationships with AGF Sales and clients while consistently achieving high service standards. I’ve exceeded expectations through effective cross-collaboration with various teams. I am seeking growth in a sales role with AGF, as I believe I would be a strong asset to the team. While having a strong background in client resolutions and support, I am forward-thinking and eager to harness new skills. Recognized for outstanding performance in fast-paced environments and dedicated to continuous professional growth within AGF.

Overview

6
6
years of professional experience

Work History

Bilingual Client Resolutions Specialist

AGF
01.2023 - Current
  • Provide daily support to AGF Sales and be the primary contact for Montreal Sales Support.
  • Provide back office support for AGF SAF Private Credit Retail financial advisors
  • Be the primary contact for advisors/investors to provide insight/solutions for account, transactional, procedural and product queries, in accordance to established Service Level Standards
  • Collaborate with members of Primerica Head Office to resolve escalations, gather feedback and oversee time sensitive transactions
  • Maintain up to date knowledge on AGF products, services, policies, and procedures to provide accurate and complete information to advisors/investors
  • Collaborate with different teams to encourage ideal solutions for investors and advisors.
  • Leading team meetings or initiatives while sharing useful insights to resolve issues to foster a collaborative environment
  • Investigate, resolve and report external fraud and PIPEDA incidents

Senior Bilingual Client Services Representative

AGF Investments
11.2020 - 12.2022
  • Be the primary contact for advisors/investors to provide insight/solutions for account, transactional, procedural and product queries, primarily over the phone, in accordance to establish Service Level Standards
  • Resolve customer requests that you are accountable for and interface with other parts of the organization, as needed
  • Maintain a high level of professionalism with clients and work to establish a positive rapport with every caller
  • Be able to work rotating shifts, between 8 AM and 8PM, Monday to Friday
  • Maintain up to date knowledge on AGF product, services, policies, and procedures to provide accurate and complete information to advisors/investors
  • Actively participate in building a supportive team environment that fosters positivity and engagement

Sales Associate

Steve Madden
Mississauga, ON
09.2019 - 09.2020
  • Awarded store sales competition for Second Highest sales earner for part-time employee across Canada, resulting in recognition as a high performing team member
  • Kept apprised of emerging trends and provided informative customer service to assist in product selection
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
  • Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions
  • Processed orders, store transfers and coordinated product deliveries recalls

Education

Bachelor of Arts - Economics Honors

Brock University
St. Catharines, ON
09.2020

Skills

  • Excellent bilingual (French/English) verbal/written communication
  • Dynamic initiative taker
  • Team leadership
  • Strong cooperative skills
  • Cross-functional collaboration
  • Salesforce navigation
  • Customer service-oriented
  • Great focus and attention to detail
  • Listening skills
  • Meets multiple daily deadlines
  • Frequent Inbound and Outbound Calling
  • Microsoft Office expertise
  • Prioritizing call backs
  • Easily navigate AGF website
  • Cross-functional collaboration
  • Time management

Timeline

Bilingual Client Resolutions Specialist

AGF
01.2023 - Current

Senior Bilingual Client Services Representative

AGF Investments
11.2020 - 12.2022

Sales Associate

Steve Madden
09.2019 - 09.2020

Bachelor of Arts - Economics Honors

Brock University

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Veronica Iskander