Michelle Burger Email & Phone Number

Toronto, ON, CA

Greater Toronto Area, Canada

Markham, Ontario

Responsible for managing all aspects of customer support and service - including developing Everlink’s customer service strategy whilst managing the overall performance of people and processes to achieve the highest levels of customer satisfaction.

Markham, ON

I am responsible for delivering our complete, turnkey card provisioning solution to our current credit unions and banks while supporting the onboarding of new clients to our service bureau. I am also responsible for managing and evolving our Fraud product offerings.

Greater Toronto Area, Canada

Mississauga, ON

• Provide proactive management and oversight of DC Payments Fraud and Card operations, ensuring client requirements are fully understood, processes are properly executed and SLAs are met;
• Solid understanding of the Fraud and Card Products business, and a high level technical understanding of the systems and processes that support the business;
• Lead and document root cause analysis and remediation, in partnership with IST, on incidents for both Fraud and Card Products;
• Manage testing and certification;
• Liaise with networks/card associations and vendors;
• Provide support as a subject matter expert on Fraud and Card Production to internal resources and clients;

• Maintain contracted service level agreement between D+H and President’s Choice Financial MasterCard;
• Continuous quality assurance reviews on all employees including performance evaluations;
• Facilitate regular monthly meetings with the Fraud Investigators;
• Facilitate regular team building meetings to recognize milestones and achievements for moral boosting;
• Organize team outings to support and enhance overall moral;
• Regular ‘one-on-one’s’ with subordinates for coaching and quality purposes;

• Initiate, research, and report on fraud investigations;
• Accurately prepare and complete documentation for fraud resolution;
• Ensure compliance in resolving fraud investigations;
• Thorough investigation on all fraud cases and report on trends;
• Information gathering, which includes research with dealers, police, and consumers;
• Fraud tracking and reporting, along with internal and CMS database maintenance;