Catherine Rocha ****-**** Danforth Road

Scarborough, ON

ac7qwt@r.postjobfree.com – 416-***-****

WORK EXPERIENCE

Fraud Analyst

BMO Financial Group - Toronto, ON -August 2017 to Present

• Review transactions to verify if fraudulent or legitimate on MasterCard and bank accounts.

• Use various tools to perform duties: 411, internet search

• In bound calls from customers to verify information

• Assist with Fraud Detection with suspicious transactions

• Investigate and submit potential and confirmed fraudulent transaction

• Experience with PC programs

Sr. Coordinator, Dispute Agent

Capital One Canada - Scarborough, ON -March 2015 to August 2017

• Review Universal Data forms (UDF) to open and work new customer dispute cases

• Process Chargebacks within MasterCard rules

• Review & Clear Credit Balance Refunds for fraud or unusual activities

• Submit missing MasterCard documents as required

• Use various tools to perform duties: InfoD, Credit Bureau, internet search

• Reach out to customers via telephone to verify information

• Deal with dispute escalations

• Submit daily stats for quality

• Experience with PC programs

Prebooking Clerk

Capital One Canada - Scarborough, ON -July 2014 to March 2015

• Review new applications to verify authenticity of application against applicant and detect fraud

• Use various tools to perform duties: InfoD, Credit Bureau, internet search

• Reach out to customers via telephone to verify information

• Assist with Fraud Detection with suspicious transactions

• Investigate and submit potential and confirmed fraudulent transaction UDF’s

• Experience with PC programs

• Record and present weekly huddle notes

Bed Allocator/Registration Clerk (RC) & Unit Clerk (UC)

TORONTO EAST GENERAL HOSPITAL - Toronto, ON -October 2011 to July 2014

• (RC) Greet patients pleasantly and answer their queries regarding their appointments through our Central

• Patient Registration Department

• Booking and registering various appointments/surgeries for patients

• Experience with Out-patient Mental Health registration and booking

• Call Centre experience, both inbound and outbound

• Bed Allocation - assigning beds to patients admitting through the hospital

• (UC) Worked with the Orthopaedic Surgical Department

• Transcribing physician orders through PowerChart

• Creating and dismantling patient charts

• Ensuring the floor bed board is accurate with patient demographics

• Updating the Medication Administrative Record as ordered

Unit Clerk & Personal Support Worker (PSW)

LAKERIDGE HEALTH - Oshawa, ON -October 2009 to January 2012

• (Unit Clerk duties same as above)

• (PSW) Re-direct, re-orient, de-escalate and divert patients/clients with dementia, Alzheimer's disease,

Delirium and the elderly and frail

• Learned new computer program (Meditech) used by the hospital

• Chart on patient's experience/event for the shift (Day, Evening or Night)

• Encourage patients to complete tasks independently

Registration Clerk (RC) & Unit Clerk (UC)

TORONTO EAST GENERAL HOSPITAL - Toronto, ON -September 2004 to October 2009

• (RC) With Central Patient Registration Department, duties same as above

• (UC) Worked with the Paediatric Department

• Same duties as UC above, as well as booked surgeries for the Paediatrician's, Pre-op visits, as well as

Booking and registering circumcisions for newborn babies

• Volunteered as department Social Convener to develop after hour activities to boost staff morale

EDUCATION

PSW Certificate Graduated with honours - Durham Secondary School Continuing Education - Oshawa, ON - 2010

Diploma in MONARCH PARK COLLEGIATE - Ontario Secondary - Toronto, ON - 1990

SKILLS

Cerner (2 years), customer service (10+ years), diverse environment (2 years), DIVERSE TEAM (2 years),

Excel (Less than 1 year), Meditech (2 years)

HIGHLIGHTS OF QUALIFICATIONS:

• Over 20 years' experience delivering excellent customer service including experience working in an

Ambulatory clinic, in a hospital setting

• Experience with triaging referrals

• Experience with electronic systems, such as an Electronic Patient Record, including: MS Office: Excel, Word,

Outlook, PowerPoint, Access; Cerner, Raptor, SNAP, Chordiant, Pega, Nova, Penagon, IRIS

• Strong MS Office application skills including Word, Excel, and Outlook

• Ability to work well under pressure and use good judgment in assessing difficult situation

• Ability to produce high quality work in accordance with Hospital standards

• Comprehensive knowledge of health care, organizational/office practices, procedures and standards.

• Excellent verbal and written communication skills

• Ability to work effectively in an inter-professional team

• Experience, knowledge and understanding of Physician orders, MARS, and Discharge orders

• Ability to work effectively in a diverse environment

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