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
 Logging in complaints and sending them to the compliance
 Sent claim forms
References Available Upon Request