Zahraa Fahs
Pickering,ON
Summary
Skilled Branch Manager with demonstrated success in coordinating team and financial activities. Friendly and adaptable professional with remarkable leadership and program management skills. Talented at educating customers on banking services and products and recommending best options to meet long- and short-term needs. Zahraa's drive, dedication, and ability to adapt makes her a viable candidate for challenging career opportunities Outside work, she likes to watch Toronto Raptors basketball games with family and friends. She enjoys traveling and discovering new countries and new cultures.
Overview
10
10
years of professional experience
Work History
Branch Manager
RBC Royal Bank
12.2021 - Current
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
- Complied with regulatory guidelines and requirements.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Resolved various issues impacting sales management and business operations.
- Developed strategic plans for day-to-day financial operations.
- Engaged employees in business processes with positive motivational techniques
Assistant Branch Manager
TD Canada Trust
01.2020 - 12.2021
- Managed branch operations, including sales, customer service, finances, and recordkeeping
- Coached and developed branch staff by offering constructive feedback and virtual training opportunities
- Developed sales strategy to meet established sales objectives
- Reviewed credit applications for risk factors and credit worthiness
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals
- Resolved customer complaints to maintain high level of satisfaction
- Received regional scorecard recognition award
- Prepared and implemented strategic growth plans for territory based on company goals and expectations
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Trained and developed new team members in alignment with branch service standards and objectives
Financial Advisor
TD Canada Trust
02.2018 - 01.2020
- Process branch administrative duties and complex transactions related to investments and unsecured credit compliance based on banking solutions, processes and procedures expertise
- Liaise with One TD partners to serve customers in way that suits their financial needs
- Support execution of branch plan and objectives
- Mentor dynamic team on offering banking solutions and advice-giving strategies to improve customer experience
- Achieve customer demands and compliance requirements by maintaining employee scheduling while adhering to all policies, procedures and guidelines of conduct
- Assist advisory and front line staff for resolution of customer complaints within guidelines.
Manager Customer Experience
TD Canada Trust
03.2016 - 02.2018
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
- Developed new employees and on-going performance assessment of current employees
- Established performance and service goals and held associates accountable for individual performance
- Communicated progress of monthly and quarterly initiatives to internal and external sales teams.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
Bilingual Sales Representative
TD Phone Channel
01.2014 - 03.2016
- Contributed to team objectives in fast-paced environment.
- Responded to customer calls to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Trained and mentored new sales representatives.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Educated customers on online banking and access to services.
Education
Branch Compliance Officer
Canadian Securities Institute
Personal Financial Services
Canadian Securities Institutes
Investment Fund in Canada
Canadian Securities Institute
MBA - Professional Selling & Leadership
University of Fredericton
07.2024
BBA - Banking And Finance
Business & Computer University
07.2007
Skills
- Employee Training Oversight
- Goal Setting
- Time Management
- Customer Service
- Coaching & Mentoring
- Team Building Leadership
- Relationship Building
- Decision Making
- Service-Oriented
- Sales Development
- Business Relationship Management
- Prioritizing & Strategic Planning
Languages
Arabic
French
Volunteer Experience
- RBC Race for the Kids
- Diversity & Inclusion Champion
- Women in Leadership
- TD Black Employee Network
- Member-Each One Teach One
- United Way Ambassador
Timeline
Branch Manager
RBC Royal Bank
12.2021 - Current
Assistant Branch Manager
TD Canada Trust
01.2020 - 12.2021
Financial Advisor
TD Canada Trust
02.2018 - 01.2020
Manager Customer Experience
TD Canada Trust
03.2016 - 02.2018
Bilingual Sales Representative
TD Phone Channel
01.2014 - 03.2016
Branch Compliance Officer
Canadian Securities Institute
Personal Financial Services
Canadian Securities Institutes
Investment Fund in Canada
Canadian Securities Institute
MBA - Professional Selling & Leadership
University of Fredericton
BBA - Banking And Finance
Business & Computer University
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