Amal Dungarwalla
Niagara Falls,LIV
Summary
Enthusiastic Senior Customer Service Representative with more than 12 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of the company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at a high level to consistently meet or exceed business quality and productivity standards.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Customer Service Associate
Scotiabank
05.2021 - Current
- Enhanced customer satisfaction by efficiently resolving service issues and providing timely solutions.
- Increased customer retention through active listening, empathy, and tailored assistance for individual needs.
- Opened 200+ bank accounts and conducted credit card applications for new and existing customers
- Collaborated with team members to develop and implement strategies for improving overall customer experience.
- Trained employees who were customer associates to become senior.
- Assisted in wire payments, meeting the correct regulatory requirements of Scotiabank before processing.
Customer Experience Associate
Scotiabank
05.2021 - 02.2022
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined communication with clients to improve understanding of their needs and preferences, which deepened relationships to book appointments for customers with Financial advisors.
- Maintained a professional demeanor and ensured timely resolution of issues.
- ensured compliance with AML, Scotiabank policies and any government-related policies.
- Resolved complex issues through diligent research, collaboration with colleagues, and implementation of creative solutions.
Payments and Rewards Representative
PC Financial
06.2020 - 04.2021
- Enhanced company reputation by providing exceptional customer service and support.
- Contributed to team sales goals by upselling products and services to customers.
- Ensured compliance with established policies and procedures.
- Ensured resolution of any customer service issues and provided information.
- Actively participating in ongoing work training and team meetings.
Customer Advisor
NatWest Bank
09.2017 - 12.2019
- Enhanced customer satisfaction by providing personalized support and solutions to their inquiries.
- Managed customer complaints with empathy and professionalism, resulting in resolved issues and improved relationships.
- Created agendas and communication materials for team meetings.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Performed site evaluations and customer surveys.
- Guided teams to increase business portfolio and grow bottom-line profitability.
- Maximized branch revenue by optimizing daily operations.
- Worked with regulatory representatives to complete accurate filings and maintain compliance.
Post Office Manager
Market Deeping Post Office
09.2016 - 05.2017
- Reduced customer wait times through the optimization of staff scheduling and task management.
- Increased employee satisfaction by providing ongoing training and support in a positive work environment.
- Improved overall productivity with the implementation of new mail processing equipment and technology.
- Documented conversations with customers to track requests, problems and solutions.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- suggested merchandise without being intrusive or pushy.
- Oversaw daily staffing needs and handled scheduling for all employees of the store.
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
Education
Bachelor of Arts - Business, Finance And Events Management
University of Hertfordshire
Hertfordshire09.2017
Skills
- Customer Service
- Product Location
- Client Engagement
- Interpersonal Communications
- Work ethic
- Revenue generation
- Team management
- Project management
- Email Etiquette
- Problem Solving
- Team Leadership
- Product Knowledge
- Training and Development
- Multitasking
Organized
Strong critical thinking and problem-solving skills to meet clients' needs
Accomplishments
Best of the Best- Culture Catalysts- Fiscal 2022
Certification
Received the Toronto Flower School diploma certification
Timeline
Senior Customer Service Associate
Scotiabank
05.2021 - Current
Customer Experience Associate
Scotiabank
05.2021 - 02.2022
Payments and Rewards Representative
PC Financial
06.2020 - 04.2021
Customer Advisor
NatWest Bank
09.2017 - 12.2019
Post Office Manager
Market Deeping Post Office
09.2016 - 05.2017
Bachelor of Arts - Business, Finance And Events Management
University of Hertfordshire
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