Kanwal Murtaza
Member Operations Specialist- Member Experience @Borrowell
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WORK HISTORY
Member Operations Specialist- Member Experience @Borrowell
Toronto, ON, CA
o Processed payment retries, delinquency cancellations, Metro2 file submissions, cashback payouts, and ad-hoc lending corrections to ensure compliance, prompt payments, and minimize defaults.o Assessed and responded to Stripe disputes by conducting detailed evaluations, compiling evidence, and preparing reports for banks to successfully counter claims.o Reviewed Equifax team tickets to verify customer identities and investigate potentially fraudulent accounts.o Administered and optimized Zendesk (including QA) and Tidio AI chatbot systems, improving workflows, content accuracy, and overall member experience.o Conducted audits and QA testing for cancellation, payment, and equity return processes within our LMS- LoanPro, driving operational excellence.o Developed and maintained SOPs and Help Center articles, enabling customer self-service and supporting internal training.o Monitored and coached Tidio AI Agent performance, tracked KPIs (Automated Resolution Rate, CSAT), and delivered actionable reports to leadership.o Audited analytics and transcripts to verify accuracy, address gaps, and collaborate with stakeholders for continuous process improvement.o Supported cross-functional projects on analytics, vendor evaluations, and documentation, ensuring resources remain current and strategically aligned.
EDUCATION
Conestoga College
Academic and Career Entrance Certificate (ACE)
Uvaro
Customer Success Management
Penn Foster Group
Diploma, Hotel & Restaurant Management
University of Cambridge
Advanced Level-, Business Studies, Economics & Computer Science
McMaster University Continuing Education
Certificate of Completion, Communication
SKILLS
ABOUT KANWAL MURTAZA
Welcome to my LinkedIn profile! As a seasoned Senior Administrative Executive, I\'ve been on a dynamic journey spanning over 15 years, driven by my passion for unravelling complex challenges and crafting tailored solutions that ignite transformative change. My career is more than a collection of roles; it\'s a story of resilience, leadership, and the relentless pursuit of growth. Unearthing Process Gaps, Crafting Solutions Throughout my career, I\'ve honed a unique skill: the ability to keenly identify hidden process gaps, like pieces of a puzzle waiting to be assembled. These gaps aren\'t just obstacles; they\'re opportunities. With each challenge I\'ve encountered, I\'ve meticulously constructed customized solutions that not only bridge these gaps but elevate operations to new heights. It\'s this process of discovery and innovation that fuels my professional fire. Leading with Vision and Fervor Leadership isn\'t just a title; it\'s an unwavering commitment to inspire, mentor, and propel teams toward shared success. My leadership style is anchored in a profound belief in the potential of every individual. I thrive on fostering an environment where innovation flourishes, collaboration blooms, and growth is an inevitable outcome. Leading and nurturing these transformations is where I truly shine. Bridging Communication, Shaping Strategy Effective communication is the lifeblood of any endeavor. My ability to convey complex ideas with clarity and empathy has been a cornerstone of my success. It\'s the bridge that connects vision to action. As a strategic thinker, I\'ve masterfully navigated intricate landscapes, using my expertise to develop and execute plans that steer organizations toward their most ambitious goals.I invite you to join me on this exciting path of innovation, growth, and shared success. Let\'s connect, collaborate, and make a lasting impact together. Reach out to explore how we can reshape possibilities and embark on transformative journeys.
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