Wafaa Atallah

Customer relations professional with 25+ years of experience across the federal government, banking, and retail sectors — known for a calm, diplomatic presence and an unwavering commitment to discretion and excellence. Served as a trusted communications specialist within the Privy Council Office, managing sensitive correspondence on behalf of the Prime Minister and Cabinet. A patient, attentive listener who builds genuine trust with clients, colleagues, and senior stakeholders alike.

Trilingual communicator fluent in English, French, and Arabic — skilled at navigating diverse cultural contexts with sensitivity and care. Recognized top performer with a consistent track record of exceeding service-excellence benchmarks.

Communications Specialist — Prime Minister & Cabinet Correspondence - Privy Council Office (PCO), Government of Canada

(2020-05 - 2022-11)

Managed and triaged high-volume, sensitive email communications addressed to the Prime Minister and Cabinet, ensuring every message received a timely, accurate, and appropriately escalated response — a role demanding exceptional discretion and zero margin for error.

• Acted as a critical liaison within one of Canada's most consequential government offices, supporting the smooth functioning of executive communications during a period of national crisis (COVID-19 pandemic response).
• Applied meticulous attention to detail and professional judgment to prioritize correspondence across complex, multi-stakeholder environments, including communications from foreign dignitaries, government agencies, and members of the public.
• Maintained strict confidentiality protocols in alignment with federal information security and privacy standards, handling classified and sensitive ministerial content with the utmost professionalism.
• Leveraged trilingual fluency in English, French, and Arabic to manage correspondence from diverse constituencies across Canada and internationally.

Customer Relations Representative - Scotiabank — Ottawa Main Branch - Ottawa

(2007-11 - 2015-02)

Served as the first point of contact for clients, consistently resolving inquiries with a calm and composed demeanor — de-escalating tensions and turning difficult interactions into positive outcomes.

• Listened attentively to client needs to deliver accurate, tailored financial guidance, driving measurable improvement in client satisfaction scores.
• Coordinated a proactive outreach program, connecting clients with financial advisors and identifying new revenue opportunities through consultative conversations.
• Meticulously prepared and verified daily audit reports, maintaining zero-error records across complex banking compliance requirements.
• Planned and executed client-focused events, strengthening community relationships and branch visibility.

Customer Relations Representative - Scotiabank — Alta Vista & Heron Gate Branches - Ottawa

(1994-10 - 2007-11)

Built deep, trust-based relationships with a diverse client base over 13 years, consistently meeting and surpassing negotiated performance targets.

• Proactively anticipated customer needs, resolving issues swiftly and with a steady, reassuring manner that kept clients confident and informed.
• Provided comprehensive transactional support for walk-in clients and supported sales staff operations, contributing to a collaborative branch culture.

Beauty Advisor - Dior at Nordstrom - Ottawa

(2015-02 - 2016-01)

Delivered personalized consultations, demonstrating active listening to understand each client's preferences before making tailored product recommendations.

• Developed lasting client relationships through thoughtful follow-up, event invitations, and curated product suggestions, consistently achieving personal sales targets.

Merchandise Associate - TD Place — OSEG - Ottawa

(2017-08 - 2018-08)

Delivered warm, professional customer service in a fast-paced event environment, adapting quickly to high-volume situations.

Diplôme de Secrétariat - Saint-Cœur

Diploma in Makeup Artistry - Versailles Institute