Zainab Haider

Customer care and support professional with 3+ years of experience in customer service, client relations, and financial services. Skilled at triaging customer issues, owning resolution from start to finish, and escalating complex or sensitive cases to the right team. Communicates clearly on the phone and in writing, handles difficult conversations with empathy and good judgment, and keeps accurate records in CRM systems.

Experienced in collaborating with cross-functional teams to deliver a consistent, positive customer experience, with a strong commitment to privacy, confidentiality, and compliance. Post-Graduate training in digital content marketing and public relations.

Outbound Sales Representative - Aviva Canada - Toronto, ON

(2026-05 - 2026-09)

• Conducted high-volume outbound calls to customers who submitted online insurance quote requests, confirming interest and triaging their immediate needs to determine the right next step.
• Engaged prospective customers through needs-based conversations to qualify leads.
• Handled customer questions and objections with empathy and professionalism, providing clear information about quotes and the advisor consultation process.
• Scheduled appointments with licensed Aviva insurance advisors, escalating customers who needed advisor support to ensure a smooth handoff.
• Accurately documented customer interactions, lead status, follow-ups, and appointment details in CRM platforms with strong attention to detail.
• Maintained customer privacy, confidentiality, and compliance standards in a target-driven contact centre environment.

Sales Development & Client Engagement Specialist - Perveen Inc. - Hamilton

(2024-06 - 2026-04)

• Triaged and resolved high-volume inbound and outbound customer inquiries while maintaining service excellence and a positive customer experience.
• Engaged customers in needs-based conversations to identify personal banking and credit needs, increasing conversion rates and customer satisfaction.
• Partnered with cross-functional teams to deliver a seamless, consistent customer experience and achieve business objectives.
• Escalated complex client needs by initiating referrals to appropriate banking and credit specialists, enhancing overall customer outcomes.
• Maintained accurate customer records and documentation in CRM systems.
• Ensured compliance with company policies and confidentiality standards when handling sensitive client information.

Sales Representative - Teleperformance

(2022-09 - 2023-05)

• Managed high-volume inbound and outbound calls while meeting defined service level agreements (SLAs).
• Handled sensitive client objections with empathy while maintaining compliance and quality assurance standards.
• Navigated multiple systems simultaneously to document client details accurately.
• Achieved 20% revenue growth by leading with needs-based conversations that put customer needs first.
• Followed regulatory guidelines and quality assurance standards to ensure compliant practices.

Account Relationship Manager - Axis Bank

(2021-08 - 2022-08)

• Managed a portfolio of banking clients, providing credit advisory and structured repayment solutions for overdue accounts.
• Conducted financial needs assessments to understand client challenges and recommend appropriate banking products.
• Reviewed customer profiles to identify additional banking and credit product opportunities.
• Ensured adherence to regulatory, AML, and privacy standards, identifying and escalating suspicious account activity in line with compliance guidelines.
• Improved portfolio performance by 15% through proactive follow-ups and structured financial guidance.

Post-Graduate Certificate - Digital and Content Marketing - York University (2025)

Post-Graduate Certificate - Public Relations - York University (2024)

Bachelor of Applied Arts - Economics, Political Science & Philosophy - Amity University (2021)