Summary
Overview
Work History
Education
Skills
Timeline
Generic

Yasmine Amrani

Toronto,ON

Summary

Bilingual French/English, speaking and writing.

Hardworking and reliable employee with strong experiences (3+years). Offering management and human resources skills. Dynamic, organized and quickly mastering new skills.

Overview

9
9
years of professional experience

Work History

Bilingual Client Relation Specialist

Home Equity Bank
03.2024 - Current
  • Client Communication: Serve as the primary point of contact for clients, responding to inquiries, providing information on home equity products and services, and addressing any concerns or issues they may have. Five 9 system. Various channels such as phone calls, emails, and online chats.
  • Problem Resolution: Resolve any issues or disputes promptly and effectively. Investigate client complaints, escalate complex issues as necessary, and ensure that resolutions are achieved in a timely manner while maintaining a high level of customer satisfaction.
  • Compliance and Regulatory Requirements: Adhere to all relevant banking regulations, policies, and procedures to ensure compliance with industry standards and legal requirements. Maintain confidentiality and discretion.
  • Performance Metrics: Meet or exceed established performance targets, such as customer satisfaction ratings, SLAs, call handling metrics, and sales goals. Regularly review your performance metrics with supervisors and seek feedback to identify areas for improvement and implement strategies for achieving success.
  • Product Knowledge: Develop a comprehensive understanding of Home Equity Bank's home equity products and services, including their features, benefits, eligibility criteria, and application process.

Bilingual Senior Customer Service Representative

BMO BANK OF MONTREAL
Toronto, ON
10.2023 - 03.2024
  • Amazon connect system to handle translation calls with open and clear communication skills to quickly get to root of each issue.
  • Web Plus and Ifast System. To Conduct research on potential investments, taxes, Trades, Mutual Funds, financial transfer and other related topics.
  • Documented customer correspondence in Service Now system to track requests, problems and solutions.
  • Processed customer account changes. Performed data entry into accounting software to update records of financial transactions Using Investment Management software, Citrix workspace,UUA, and SS&C.
  • Strong Knowledge of BMO Global Asset Management and BMO Mutual Funds.
  • Identified and analyzed multilingual customer needs to drive high satisfaction, growth and retention of business.
  • Provided technical support to customers via phone, email, and chat.

Restaurant Waitress

Le Bouchon du village
, Turks And Caicos
10.2022 - 05.2023
  • Handling Customer Concerns, and anticipates their needs.
  • Handling payments
  • Taking orders, serving food...

Cultural Exchange Program

Aupair Care
Nashville , Tennessee
01.2020 - 02.2022
  • Flexibility, adapting to changes
  • Communication, Maintaining open and honest communication with the host family. Regularly updating the family on the children.
  • Childcare. Supervising and caring for the host family's children.

Sales Representative

DUTTY FREE
Toulouse, Haute Garonne
10.2019 - 01.2020
  • Developed Excel Analysis, with quick total, and products satisfaction, to increase customer relationships and sales.
  • Answered product questions with up-to-date knowledge of sales and promotions.
  • Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.

Human Resources Manager

McDonald’s
Toulouse, Haute Garonne
05.2017 - 10.2019
  • Crated job description tram on Microsoft word, to share on the platforms LinkedIn, Indeed, social medias... to find new candidates.
  • Created Power point presentations, to present new goals and target to employees. creation of tram with hygiene rules, how to make products, how to communicate with customers, and using as a reminder for employees.
  • manipulate outlook and gmail to send professional emails, and communicate with business customer, team manager and employees. Using this tool to share documents, projects, note and reminders with colleagues.
  • Managed full-cycle human resource operational activities to maximize HR employee performance. Using excel for goal seek analysis, evaluations, efficiency of employees, and to track the employee's schedule, with total of sick day, work day or vacations. Created tram for salary on SAP/EBP software
  • Managing planning and schedule for the team, using google agenda/calendar, to plan schedule, create digital to do list, share agenda, documents, and schedule meeting.

Human Resources Assistant Intern

STILL
Toulouse, Haute Garonne
01.2018 - 03.2018
  • Worked with HR department to devise and update policies as needed for corporate accountability and workplace health.
  • Contacted candidates by phone or email with Outlook. Conducted interviews, and taking note on microsoft word, created candidates files and using Excel to make comparative tables between all candidates.
  • Managed the Google agenda, and Assisted with planning, organizing and coordinating company events.

Gas Station Manager Assistant

Total SARL CHAF
Toulouse, Haute Garonne
09.2015 - 03.2017
  • Helped increase company profitability through customer relationship development, community involvement and marketing campaigns. Created satisfaction quiz for customer to complete, using Microsoft word for the paper model, and SAP for the online one.
  • Excel analysis, for all the merchandises, to Monitor inventory levels and placed new orders for to keep supply well-stocked.
  • Managed the Google calendar, Prepared staff work schedules and assigned team members to specific duties.
  • Contacted customers, and created tram for clients receipt in the garage sector, using SAP/EBP.

Education

Event Planning, Design And Management -

Certificate
Nashville TN
10.2020

Human Resources management -

Bachelor of Science
Paris
09.2019

Business Administration And Management in Companies -

Higher Technician Diploma
Toulouse TLS
07.2018

Faculty of Law -

One Year of Faculty of Law Validated
Toulouse
08.2016

Science in Management And Technology -

Hight School Diploma
Toulouse
07.2014

First Aid Certificate level 1 and 2 -

Certificate
Paris
10.2010

Skills

  • Administrative Skills
  • Staff Management
  • Develop HR strategies
  • Training Development
  • Communication Skills
  • Call Control
  • Customer Support
  • Account Management
  • Ability to use word and PowerPoint for presentation development and writing Excel, Access, PGI, and SAP to create financial models Microsoft outlook, Google agenda, Google drive, and social media for planning, organization and communication

Timeline

Bilingual Client Relation Specialist

Home Equity Bank
03.2024 - Current

Bilingual Senior Customer Service Representative

BMO BANK OF MONTREAL
10.2023 - 03.2024

Restaurant Waitress

Le Bouchon du village
10.2022 - 05.2023

Cultural Exchange Program

Aupair Care
01.2020 - 02.2022

Sales Representative

DUTTY FREE
10.2019 - 01.2020

Human Resources Assistant Intern

STILL
01.2018 - 03.2018

Human Resources Manager

McDonald’s
05.2017 - 10.2019

Gas Station Manager Assistant

Total SARL CHAF
09.2015 - 03.2017

Event Planning, Design And Management -

Certificate

Human Resources management -

Bachelor of Science

Business Administration And Management in Companies -

Higher Technician Diploma

Faculty of Law -

One Year of Faculty of Law Validated

Science in Management And Technology -

Hight School Diploma

First Aid Certificate level 1 and 2 -

Certificate

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Yasmine Amrani