Nadia Ahmed
Lake View,NY
Overview
4
4
years of professional experience
Work History
Senior Specialist (IDV Fraud)
KeyBank National Association
Amherst, NY
12.2024 - Current
- Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices.
- Enhanced team productivity by implementing efficient project management strategies.
- Analyzed transaction patterns to identify potential fraudulent activities and mitigate risks.
- Improved fraud detection methods by implementing advanced analytical techniques and technology solutions.
- Mentored junior staff, providing guidance on best practices and professional development.
- Reference available upon request
Lead Specialist (Residential Collections)
KeyBank National Association
Amherst, NY
11.2023 - 12.2024
- Processing payments and negotiating to collect balance in full.
- Empathizing with clients' financial situations while working towards resolution.
- Handling inbound calls and manual/automatically dialed outbound calls
- Skip tracing and internal dept coordination such as Loss Mitigation, Foreclosure, and Probate.
- Increasing productivity levels and hitting metrics through time management
- Mentoring new employees.
- Reference available upon request
Customer Service Specialist (Consumer Banking)
KeyBank National Association
Amherst, NY
01.2023 - 11.2023
- Answered client questions, problem solving, educating and making suggestions that help deliver ease, value, and expertise to clients.
- Provided technical support for Key’s online products and services (PC, mobile, and tablets).
- Collaborated with a wide range of Key employees to help solve client challenges.
- Demonstrated success in problem resolution, multi-tasking and attention to detail.
- Strong interpersonal, verbal, and written communication skills.
- Reference available upon request
Customer Service Representative
Independent Health Association Inc.
Williamsville, NY
01.2022 - 01.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Met customer call guidelines for service levels, handle time and productivity.
- Reference available upon request
Education
Master of Arts - Creative Writing
University of Stirling
Stirling, UK (Scotland)2016
Bachelor of Arts - English (minor in History)
University of Alberta
Edmonton, Alberta (Canada)2013
Skills
- Sales expertise
- Professional telephone demeanor
- Complaint resolution
- Typing 60 wpm
- Microsoft Office proficiency
- Content Development
Timeline
Senior Specialist (IDV Fraud)
KeyBank National Association
12.2024 - Current
Lead Specialist (Residential Collections)
KeyBank National Association
11.2023 - 12.2024
Customer Service Specialist (Consumer Banking)
KeyBank National Association
01.2023 - 11.2023
Customer Service Representative
Independent Health Association Inc.
01.2022 - 01.2023
Master of Arts - Creative Writing
University of Stirling
Bachelor of Arts - English (minor in History)
University of Alberta