Afia Appiah-Kubi is seeking a position as a customer service professional offering reliable and hard work. She has over 5 years of experience in customer service roles at RBC Royal Bank of Canada and CIBC handling credit cards, insurance, and disputes. Her skills include excellent communication, accuracy, problem solving, and meeting sales targets.

1. Afia Appiah-Kubi
103-215 Queen ST E Brampton ON L6W2B5 | 647 391 7881 | afiaakubi@gmail.com
Objective
· Reliable and hard-working professional seeking a position as a ---------- in a dynamic environment. Offering
intuitive ability to handle clients for the organization, respond to inquiries and route customers to the
proper individual in a sociable and professional manner.
Experience
CREDIT CARDS ADVISOR | RBC ROYAL BANK OF CANADA | OCT 2015 - PRESENT
· Assist clients with all credit card needs and maintenance issues.
· Consistently met sales targets and call handling time measurements.
· Answer questions about the product details, the company, and issues with account for the customers.
· Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
· Assist customers with any technical issues experienced with website and escalate any issues to management
appropriately.
· Target new customers or achieve upsells to existing customers
· Sales Leader on Cards Team
CREDITOR INSURANCE SPECIALIST | RBC ROYAL BANK OF CANADA | MARCH 2015 – OCTOBER 2015
· Responsible for the timely and accurate completion of cash processing and data entry of employee member changes
· Maintain insurance records reports and files.
· Terminating insurance policies as requested by agents and verifying the accuracy of insurance company records.
· Change policy records to conform to insured party's specifications.
· Resolve problems at first point of contact in a friendly and helpfulmanner and refer more complex situations to other
RBC departments as appropriate
DISPUTE AND CREDIT SPECIALIST | CIBC | JUNE 2014 – FEBRUARY2015
· Measure to achieve resolution, relying on good judgment,decision-making skills and proceduralknowledge.
· Linking all aspects of the call within expectations of the Branded Customer Experience.
· Respond to incoming or outbound calls, in a pleasant,courteous, knowledgeable and professional manner
· Able to adjudicate credit card applications with depth understating of credit bureau.
· Advice client ways to improve credit history and maintaining it as well
· Handled 60-70 customer and branch calls per shift regarding credit and status updates on credit card application
· Moderates group coaching to assist in team and individual development
Skills & Abilities
 Demonstrated ability to log all minutes and follow up information accurately
 Able to take credit card orders via phone with precision
 Highly skilled in verifying pricing and products
 Excellent spoken and written communication skills
 Dedicated and detailed—high level of accuracy and strong attention to detail