Samina Kullab - Resume Oct 2016
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This document is a resume for Samina Kullab that outlines her qualifications and work history. She has over 20 years of experience in customer service roles, including as a bilingual contact associate and agent. She is proficient in several languages and excels at building rapport with customers to resolve issues and retain their business. Her education includes a BA in English and diplomas in phonetics and business administration.
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- 1. Samina Kullab 501-3 Rean Drive 416-222-7205 • skullab@hotmail.com HIGHLIGHTS OF QUALIFICATIONS  Proven excellence in building rapport, quality assurance and complaint resolution issues  Increased company sales by large amount by retaining valued customers  Handling large number of calls and problem related issues  Proficient in MS Office, Flash, HTML, outlook, MS PowerPoint, MS word, MS excel  Multilingual: Fluent in English, French, Italian, Spanish, Urdu and Bangla  Great Team player  Outbound marketing and retention with great success  Inbound customer’s service and retention with outstanding success  Developing websites with templates  Making brochures  Proven track record of servicing high profile customers EDUCATION HISTORY BA honors, English 1986 Dhaka University, Bangladesh Diploma in Phonetics 1987 Sorbonne, France Diploma in Business Admin Toronto School of Business, Toronto, Ontario 1998 EMPLOYMENT HISTORY BMO Insurance Bilingual Contact Associate Direct Marketing 60 Yonge Street  Taking inbound calls Educating Clients Saving clients  Making outbound calls Reminding clients of payments and arranging payments for late premium payments  Working with NUMS, AS400 and Work Management applications in each call  Corresponding with clients  Building rapport with each client  Problem solving  Dealing with Escalating calls  Working in spoken and written French at all times Aimia Loyalty 2011 to present Etobicoke, Ontario
- 2. Bilingual Contact Agent  Working with credit protection services, credit card protection services and travel protection services, with view of retaining customers services when they called in to cancel their services  Provided excellent Customer’s service and excelled at rapport building at each call  Dealt mainly with inbound calls.  Educated customers with existing and new products  Updated their file address and made sure that the email addresses were updated.  Proven track record of solving customer’s problems, resolving their issues by offering various options  Rapport building with customers with long term clientele building in view  Logging each call with all pertinent information at the end of each call  Sending emails for follow up  Informing verification of files for complaint issues  Training new recruits Teaching SGMS Toronto, Ontario Franca Institute of Language  Experience in Teaching English and French  Experience in class management  Teaching one on one and group  Making Lesson plans and rubrics BMO bank, Toronto, Ontario 2007 – 2008 Senior Account Transfer’s agent  Transferring Mutual funds and RRSPs into the BMO from other financial institutions  Inputting percentages of assets and liquid amounts into the database for each client  Receiving mail  Making follow-up calls  Helping in the mail room if required.  Inputting profiles in the data-base  Following up with specialty clients  Making correspondence in both English and French Combined Insurance 1999 – 2006 Markham, Ontario Bilingual Conservation specialist  Retaining customer’s making outbound calls When payments were not received 1. NSFs 2. Closed accounts 3. Return Mail Accounts  Educated the customer on the health, illness or life policies
- 3. According to the method used for payment: Applied the correct withdrawal re-request in the system from their banks Sent forms for transferring payment to the new account With mail return without attached payment- customers were reminded and payment was arranged ï‚· Logging in complaints and sending them to the compliance ï‚· Sent claim forms References Available Upon Request