Customer Service Management

Yonan Younan

Fraud Analyst & Loss Prevention

**** ******** *****, *********** - ********, Ontario, CA *****.******@*****.*** - 905-***-****

My name is Yonan and I currently have over 2 years of noteworthy experience in the financial industry which has taught me a great deal about the financial industry and the credit system. I am currently working at Rogers as a fraud analyst which given me a great deal of knowledge in the fraud management industry. Before that i was working as a retention specialist at just energy which has taught me the importance of a well structured conversation and customer service.

I am a fast learner have been adapting easily to new environments and new people from all over the world which has really given me an appreciation for different cultures and values. WORK EXPERIENCE

Fraud Analyst

Rogers Communications Inc. - Toronto, ON - March 2014 to Present Responsibilities

Fraud Analyst- Fraud Management & Loss Prevention

Rogers Communications Inc, Toronto 2014-Present

• Completes preliminary investigations to determine if fraudulent activity is occurring and take necessary action to deal with suspect items as required.

• Review daily alerts generated by fraud monitoring programs and take direct measures to ensure the validity of each alarm and take action accordingly.

• Responds to fraud-related issues referred from stores – such as altered identifications being used to open accounts.

• Enters data into the company’s defensive software application with a high degree of accuracy.

• Investigate potential fraud orders, including contacting customers

• Identify problem areas and conduct research in order to improve effectiveness of fraud management systems from emerging Fraud Trends.

• Undertakes questioning of victims, suspects and employees.

• Compiles documentary evidence including legal contracts, financial records, bank statements, corporate records, witness statements, etc. and ensures evidence is available and organized for presentation.

• Respond to internal corporate emails regarding and concerns or suspicion of fraud on the loss prevention inbox.

• Detect criminal attacks against the company, its staff, customers, assets and programs through effective communication with key stakeholders and Executives through prevention/detection presentations approved by line management.

• Promote a team environment and spirit that enhances both team and individual performance. Manager

BMO-Bank of Montreal - Toronto, ON - December 2012 to March 2014 BMO Bank of Montreal- Direct Banking

Everyday Banking, MCCC

• Service customer enquiries, determine customer needs and provide solutions with regards to their banking requirements

• Educated customers on product options and technology issues

• Manage customer and bank privacy

• Consistently ranked in the first quartile of my department

• Effectively use a variety of computer programs to access customer details and databases, and -research options

• Deep knowledge of BMO's credit policies and directives

• In-depth knowledge of Risk Management and Compliance

• In-depth knowledge of personal lending products and services

• In-depth knowledge of mortgage products and service

• Identify opportunities to make qualified referrals to financial partners in BMO branches

• Served customers efficiently and processed financial transactions

• Identified financial needs and referred to specialist accordingly

• Completed the Anti-Money Laundering and Terrorist Financing reporting course

• Worked in a team to achieve targets and positive outcomes for customers and the bank

• Mentored those new to the team and assisted with a smooth transition from training

• Employee representative for my team and had direct meetings with senior management

• Rewarded with Our Way Bravo certificate

• Safeguarding procedures in accordance with Bank policy and business process for the prevention of loss due to fraud

• Part of the virtual account opening team

• Identify and report suspicious and other reportable transactions that are suspected to be related to money laundering.

• Ensured that I follow my Schedule and have regularly surpassed my adherence requirements Team Leader, Sales/Retention team

JustEnergy Corp., Recovery Department - 2009 to 2012 Assisted subscriber's with their problems or requests

• Provided answers to questions regarding the company's services

• Rewarded Team Work certificate for my call center initiatives to help make new employees more comfortable

• Helped keep call volume down by providing quick and effective service

• Provided clients with alternative options regarding their energy supply

• Consistently exceeded my weekly, monthly, and yearly targets

• Part of the staff committees on ways to reduce improve employee morale RELATED PROJECTS

• Currently volunteering with the Canadian Coptic Center as a Social Agent, helping and informing new migrants with their transition into Canadian society.

• Presented an hour-long seminar to fellow colleagues about issues currently being debated regarding Race and Ethnicity in Canada. The presentation was informative and life changing to those who are not familiar with Canada's history and its Supreme Court decisions regarding race-related crime

• Deacon for the Church of the Virgin Mary and St. Athanasius as well as doing Nemours things for the Canadian Coptic Center to help those who are new to Canada find programs which would be helpful and help find affordable housing

EDUCATION

Bachelor of Arts in Criminology

University of Ontario Institute of Advanced Learning and Technology 2006 to 2009

Diploma in Technology

Sheridan College

2004 to 2006

LINKS

http://ca.linkedin.com/pub/yonan-younan/58/939/85

ADDITIONAL INFORMATION

HIGHLIGHTS OF QUALIFICATIONS

• Superior communications skills

• Results oriented with demonstrated flexibility in adapting to a constantly changing environment.

• Experience in dealing with the public in dispute management or conflict resolution situations.

• Demonstrated ability to work effectively in a team

• 10 years experience working within client service environments.

• Excellent human relations skills, having dealt with management and clientele on a daily basis

• Good knowledge of call centre technology, processes and metrics

Contact this candidate