ZAINAB ASHRAF
Winnipeg,MB
Summary
Proactive and detail-oriented Officer with a track record of achieving exceptional productivity standards and maintaining a high level of work output. Adheres to well-defined procedures and guidelines, promptly escalating issues to ensure optimal results and client satisfaction.
Overview
5
5
years of professional experience
Work History
Assessment, Account and Benefits Processing Officer
Canada Revenue Agency
02.2022 - 03.2023
- Analyzed, verified, and resolved files and requests from external clients by applying established policies, procedures, and related publications, ensuring adherence to regulatory requirements.
- Utilized various computer applications and systems to enter information, conduct research, analyze inquiries, and resolve questions or problems raised by taxpayers, including payment reconciliation.
- Gathered information from taxpayers to accurately determine the nature of their enquiries or requests, providing comprehensive and precise responses.
- Effectively communicated with taxpayers over the telephone, addressing their COVID-19 benefits enquiries and concerns with explanations and clarification.
- Conducted thorough file reviews to ensure the completion and correctness of various workflows and activities, maintaining data accuracy and compliance.
Customer Care Advisor
Bnak Of Nova Scotia
Toronto, ON
08.2021 - 02.2022
- Review file of clients with an account past due and determine if they should be transferred to agency relation teams to make payment arrangements
- Educating eligible clients' accounts about student benefits and assisting them to switch to student accounts
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Also, advising them about lower banking fees and interest rates on various Credit products such as Line of Credit and Credit Cards so that they can avail maximum benefits
- Assisting customers with inquiries and troubleshooting regarding online and mobile deposits such as E transfer, Visa direct and Western Union Transfers
Easy line Specialist
TD Canada Trust
Markham, ON
08.2020 - 01.2021
- Open new personal bank accounts such as Chequing, Savings, TFSA's and provide access to automated banking machines, telephone banking and online banking services
- Assisting customers with Cross Border services such as opening US Dollar bank accounts, transferring between Canadian and US bank accounts, and proving them the necessary information to send and receive International Wire transfer
- Disputing unauthorized transactions on customer's account, reporting fraudulent activities on accounts, and submitting disputed fraud claims to senior fraud department for review
- Helping existing customers in increasing limits on their Line of Credit and making lumpsum payments on their existing Secured, Unsecured and Home Equity Line of Credit.
- Cultivated professional working relationships with peers and supervisors.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
Financial Services Representative
Gatestone & Co
08.2019 - 01.2020
- Gatestone & Co
- Arranging and helping clients with right installment goals on one or numerous Credit Card records including Consumer and Business accounts
- Controlling the AHT (Average Handling Time) and meeting focuses according to BMPH (Balance Moved Per Hour)
- Administrative money-related evaluations and guaranteeing desk work are arranged effectively for the best positive client experience
- Keeping quality in concern and clench to the conditions like Active Listening, Tone, Empathy,
- FCR (First Call goals) and Percentage of Outbound Calls Resulting in Promise to Pay (PTP).
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
Financial Services Representative
Centennial College
05.2019 - 08.2019
- Managed and maintained meticulous student financial records, ensuring accurate data entry, record-keeping, and compliance with privacy regulations.
- Provided dedicated support to students in processing financial services, offering guidance and assistance with applications, scholarships, grants, and student loan programs.
- Collaborated with the financial aid team to ensure seamless processing of student financial transactions, contributing to a smooth and efficient administrative workflow.
Education
Advance Diploma - Business Administration-Human Resource
Centennial College
04.2019 - 4 2023
Certification in Business Foundation - Business
Centennial College of Applied Arts And Technology
Scarborough, ON 04.2017 - 4 2018
Bachelor of Arts - undefined
Centennial College
01.2014 - 1 2016
Statement of Recognition in Environics Analytics - Business Administration
Centennial College of Applied Arts And Technology
Scarborough, ONSkills
Skillsundefined
Timeline
Assessment, Account and Benefits Processing Officer
Canada Revenue Agency
02.2022 - 03.2023
Customer Care Advisor
Bnak Of Nova Scotia
08.2021 - 02.2022
Easy line Specialist
TD Canada Trust
08.2020 - 01.2021
Financial Services Representative
Gatestone & Co
08.2019 - 01.2020
Financial Services Representative
Centennial College
05.2019 - 08.2019
Advance Diploma - Business Administration-Human Resource
Centennial College
04.2019 - 4 2023
Certification in Business Foundation - Business
Centennial College of Applied Arts And Technology
04.2017 - 4 2018
Bachelor of Arts - undefined
Centennial College
01.2014 - 1 2016
Statement of Recognition in Environics Analytics - Business Administration
Centennial College of Applied Arts And Technology
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