Nazia Ahmad
Hoffman Estates
Summary
Accomplished banker offering over Ten years in Customer Service industry. Highly skilled in responding to emergency situations and remaining cool under pressure. Dedicated to exceptional customer service. Energetic and multilingual Banker with dynamic customer service skills. Poised, personable and dedicated to team-driven environment. Known for excellent customer relations and welcoming attitude.
Overview
11
11
years of professional experience
Work History
Personal Banker
Fifth Third Bank
10.2023 - Current
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Responded to customer inquiries regarding new accounts and account services.
- Greeted customers and delivered information about new account processes.
- Provided customers with additional information regarding account services.
Associate Banker
BMO Harris Bank
09.2018 - 10.2023
- Maintained accurate records of all transactions, keeping track of daily activities for auditing purposes.
- Strengthened client relationships through consistent communication and personalized attention to individual needs.
- Provided advice on different bank products and financial options.
- Balanced teller drawers and ATM cash.
- Resolved complex client issues by coordinating with relevant departments, ensuring timely resolution and customer satisfaction.
- Provided exceptional customer service through active listening skills, empathy, and genuine concern for clients'' needs and concerns.
- Collaborated with team members to achieve sales targets and maintain high-quality customer service standards.
- Assisted customers with banking needs and inquiries.
- Trained new hires on customer service policies and procedures.
Customer Service Representative
Sears
01.2013 - 12.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
Bachelor of Arts - Arts And Entertainment Management
University of Karachi
Karachi, Pakistan01.2003
Skills
- Customer Service
- Customer Satisfaction
- Interpersonal Skills
- Relationship Building
- Strong Work Ethic
- Reliability and punctuality
- Hospitality service expertise
- Public Speaking
- Guest Services
- Issue Resolution
- Decision-Making
- Team Collaboration
- Emergency Procedures
Languages
Urdu
Native or Bilingual
Hindi
Full Professional
Timeline
Personal Banker
Fifth Third Bank
10.2023 - Current
Associate Banker
BMO Harris Bank
09.2018 - 10.2023
Customer Service Representative
Sears
01.2013 - 12.2018
Bachelor of Arts - Arts And Entertainment Management
University of Karachi
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