Shabana Khan

Dedicated banking and customer service professional with experience in financial services, credit card borrowing, customer support, and legal administration. Proven ability to manage high-volume client interactions, resolve complex financial inquiries, and deliver exceptional customer experiences in fast-paced environments. Strong understanding of banking products, credit card services, compliance, confidentiality, and client relationship management.

Recognized for professionalism, communication skills, and a results-driven approach.

Contact Center Representative / Credit Card Specialist – Borrowing at TD Bank (2025-03 – Present)

Manager: Duvall Dawkins

• Manage high volumes of inbound customer inquiries related to banking products, account services, and TD credit card borrowing solutions.
• Provide guidance on billing disputes, payment options, interest rates, rewards programs, credit limits, and account management.
• Process account changes, balance transfers, and customer requests while ensuring compliance with TD policies and regulatory standards.
• Document customer interactions accurately and maintain strict confidentiality when handling sensitive financial information.
• Identify customer needs and recommend appropriate banking and borrowing solutions to improve customer experience and financial well-being.
• Escalate complex customer concerns using sound judgment and a customer-first approach.

Client Services Agent at Contact Point 360 (2023-07 – 2025-03)

• Provided customer support through phone, email, and live chat for a diverse client base.
• Resolved customer concerns, processed account updates, and maintained accurate customer records.
• Exceeded performance targets while maintaining high service quality and customer satisfaction.

Client Service Centre Specialist at Legal Aid Ontario (2021-03 – 2021-08)

• Assessed client eligibility for legal aid services using legal and financial criteria.
• Provided information on legal services and referral processes while maintaining professionalism and empathy.
• Managed confidential client data using PeopleSoft and Excel.

Court Clerk and Registrar at Ministry of the Attorney General (2018-10 – 2020-04)

• Prepared court documentation, maintained legal records, and administered oaths.
• Supported court proceedings and coordinated with legal professionals and court staff.
• Maintained accuracy, confidentiality, and compliance in legal operations.

Diploma in Medical Technician – Anderson College (2024)

Diploma in Law Clerk – Humber College (2013 – 2016)