Zeinab Abdallah
Ottawa,Ontario
Summary
Highly reliable and organized customer service agent offers excellent interpersonal communication skills and attention to detail. Uses problem-solving skills and multi-tasking while demonstrating high level of accuracy and bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Overview
4
4
years of professional experience
Work History
Credit Card Customer Service Representative
TD Bank
04.2024 - Current
- Received inbound calls and promptly offering credit card holders with the best solution regarding credit card accounts issues, transactions, billing statements, general inquiries, and filing disputed transactions.
- Reviewed meticulously any suspicious/ fraudulent transactions and reporting it to the right department.
- Assisted customers with account maintenance tasks such as updating personal information, changing billing cycles, pre-approvals, processing payments, activating-deactivating their credit cards.
- Investigated and resolved customer concerns and complaints efficiently and effectively, demonstrating empathy and professionalism.
- Educated customers on credit card features, benefits, and policies to enhance their understanding and satisfaction.
- Identified opportunities to promote additional products or services to customers based on their needs and usage patterns such as offering pre-approvals, credit limit increases or product transfers.
- Collaborated/escalated to other departments such as fraud prevention, credit operations, and collections to address complex customer issues and ensure timely resolution.
- Adhered to company policies, procedures, and regulatory requirements at all times and documented each customer’s interaction through the company’s tracking system.
Insurance Sales and Activations Agent
Td Insurance, Credit Protection
10.2022 - 04.2024
- Receiving inbound calls for activating credit cards accounts.
- Building a good report with the customer and promptly offering credit card insurance by explaining the benefits, costs and eligibility based on the customer’s interaction and needs.
- Providing legendary experience by going above and beyond the customer’s initial need by offering digital assets and how it can help them meet their financial needs now and in the future.
- Playing a key role in addressing concerns and providing subject matter guidance to customers and be accountable for problem solving and raising matters to the appropriate people when needed.
Tax Preparer Intern
Rideau Rockcliffe Community Center
01.2021 - 04.2021
- Contributed to a positive work environment through effective communication and teamwork.
- Streamlined the tax preparation process by implementing efficient organizational systems.
- Attended virtual training session with the CRA to stay up to date on the current changes in tax laws and best practices.
- Reviewed financial records meticulously to identify discrepancies or inaccuracies that could impact the final return.
- Managed sensitive client information, ensuring confidentiality and adherence to privacy guidelines.
- Provided excellent customer service, addressing client concerns and answering questions regarding their taxes.
Customer Service Representative
Millennium 1 Solutions
10.2020 - 04.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Bachelor Of Business Administration - Accounting
Beirut Arab University
Beirut Lebanon06.2019
Skills
- Excellent interpersonal and communication skills verbal and written
- Problem solver
- Adaptable to variant situations
- Work independently and within a team
- Strong active listening skills
- Strong organizational and multi tasking skills
Languages
English
Full Professional
Arabic
Native or Bilingual
Timeline
Credit Card Customer Service Representative
TD Bank
04.2024 - Current
Insurance Sales and Activations Agent
Td Insurance, Credit Protection
10.2022 - 04.2024
Tax Preparer Intern
Rideau Rockcliffe Community Center
01.2021 - 04.2021
Customer Service Representative
Millennium 1 Solutions
10.2020 - 04.2021
Bachelor Of Business Administration - Accounting
Beirut Arab University
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