• Employed active listening and discovery techniques to swiftly analyze real-time fraud issues, identifying high-risk scenarios including complex account takeovers, money laundering and identity theft• Familiar with analytical tools such as Fraud UI, TS2/TSYS, PEGA, CAMPS, IRIS, VCAS, CIS, CART, VISA Online and Interac CSP• Educated clients on fraud prevention and implemented effective risk mitigation measures to safeguard client assets and prevent financial losses, handling more than 40 cases within a day on average• Consistently exceeded benchmarks in assisting clients, recovering significant funds through meticulous adherence to procedures and prompt issue escalation, averaging 98% call quality• Demonstrated a customer-centric approach, adeptness at working under pressure, and extensive experience in handling calls within the banking industry, while effectively collaborating with colleagues across multiple departments• Synthesizied detailed security reports with relevant data and analysis to support the investigations team in their inquiries and case resolutions

• Streamlined Excel spreadsheets designs for tracking and reporting, significantly enhancing efficiency and clarity in project management and team collaboration• Consolidated data from diverse sources into unified spreadsheets with standardized formats, ensuring high accuracy and streamlined information accessibility for strategic decision-making• Resolved 1st level support queries via the Cherwell platform, adeptly managing 10-20 tickets weekly

• Provided clerical and administrative support for the Operations Coordinator and Director of Information Learning Technology, pivotal in sustaining departmental efficiency and workflow optimization• Managed multiple inventory databases, overseeing more than 100 pieces of critical equipment, significantly enhancing logistical operations and equipment availability• Leveraged Excel functionalities, including filtering, pivot tables, and conditional formatting, to refine equipment deployment and return processes, substantially increasing both accuracy and operational efficiency

• Responsible for lab facility opening and closing, lab partition arrangements, and lab policy monitoring• Relayed technical difficulties to technicians through detailed interpersonal communication• Developed organization skills to carry out a wide range of tasks