Customer Service Representative
Resume:
TONY SCANLING
Mobile: 416-***-****
************@******.***
QUALIFICATIONS
Demonstrated Ability to lead, manage and motivate teams, including direct coaching, performance management and career development
In-depth knowledge of the fraud industry, including fraud related investigations, industry trends and evolving threats
Expert knowledge in risk identification, assessment, monitoring and establishing controls
Ability to manage and adjust fraud prevention, mitigation and detection strategies with urgency and excellence
Excellent interpersonal skills and the ability to effectively communicate and collaborate with the internal Systems team and Process/Project Team
Expert knowledge in interpreting and analyzing complex fraud risk data
Strong business acumen, sound judgment and effective problem-solving capabilities involving risk
Expert knowledge in Fraud Management detection systems, billing systems, Avaya Centre Vu Reporting and Fraud Management tools
Experienced in handling Handle high profile legal and media threat cases escalated to ELT and cross functional teams.
Ability to multi-task with strong attention to detail and excel in a high pressure fast paced environment.
Ability to Audit and identify deficiencies in reporting and provide recommendations for improvement
EXPERIENCE AND SKILLS
Senior Manager, Fraud Management, Rogers Communications, Toronto, ON
Lead, manage and mentor the activities of Team Managers/Fraud Analysts, including productivity levels of the Fraud Management Teams
Ensure that Fraud Management business practices result in a positive customer experience
Identify emerging trends and seek resolution before problems become critical
Provide recommendations related to the monthly report, indicating activity levels, specific issues, resolutions adapted, etc.
Monitor and resolve potential disciplinary issues with staff.
Ensure that all work streams are adequately resourced, and SLAs are achieved.
Establish key performance indicators for the operations teams
Resolve escalated legal issues and sensitive customer issues to resolution
Liaise with internal and external customers: groups such as Care, Credit Operations, Office of the President, Legal and Corporate Investigations
Identify and deliver on continuous improvement, cost reduction, and operating efficiency initiatives
Establish business priorities to reduce fraud losses and support Roger's Priorities
Play a significant role in short- and long-term planning, including initiatives geared towards operational excellence
Manager, Fraud Management, Rogers Communications, Toronto, ON
Support all functions related to fraud detection to realize the goal of minimizing fraud losses. Hire new/replacement staff according to the budgeted headcount.
Schedule staff as required to handle inbound/outbound calls and referrals.
Act as a liaison with other departments, other cellular carriers, vendors, resellers etc.
Support all functions related to fraud detection to realize the goal of minimizing fraud losses.
Identify high-risk activity relating to the Fraud Control function and take appropriate action.
Monitor daily and weekly reports.
Handle first level management referrals from staff, customers, agents etc.
Coach, motivate and develop staff in fraud detection methods, billing system, activation procedures, network traffic relating to CDR’s etc.
Track and resolve service problems that arise.
Provide timely and accurate input into the monthly report, indicating activity levels, specific issues, resolutions adapted, etc.
Fraud Analyst, Fraud Management, Rogers Communications, Toronto, ON
Handle internal and external customer inquiries concerning fraudulent issues.
Detect new & high-risk subscriber activity through fraud detection tools.
Follow constantly changing procedures to minimize company losses.
Ensure all activities are recorded through various fraud databases.
Make certain all necessary fraud related paper work has been completed.
Identify, with a minimum delay, new fraud trends as they transpire.
Achieve individual goals, based on quantitative and qualitative standards.
Perform other duties and special projects as required
Post Sales Support Group Consultant, Rogers Cable Communications, Toronto, ON
Assisting field sales representatives, Technicians both on and off site to process and confirm work orders and verifying all services with the customer
Identified 100s of customers who subscribed to Rogers Home Phone Service that were not being billed in Vision 21.
Common Customer Service Representative, Rogers Common/RHP, Toronto, ON
Processing account adjustment requests (billing, contract terms, address changes etc.) generated by the customer.
Listen, understand and respond to customer inquiries, answer existing customer and new subscriber
inquiries regarding general services, and options.
Promote and sell Rogers Wireless/Cable /RHP products and services to customers.
Ensure retention of existing customers, sell and promote value added products and services.
Follow up and communicate with specific departments for escalation and resolution of more complex problems.
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Customer Service Retention Specialist, Rogers Wireless, Kitchener, ON
Probe to determine the root cause of customers reason to cancel their wireless service and negotiate to resolve any issues and provide the best service solution for the customer.
EMPLOYMENT
2011-present Senior Manager, Fraud Management
Rogers Communications, Toronto, ON
2008 - 2011 Manager, Fraud Management
Rogers Communications, Toronto, ON
2006 -2008 Fraud Analyst, Fraud Management
Rogers Communications, Toronto, ON
2005 –2006 Post-Sales Support Group Consultant
Rogers Cable Communications, Toronto, ON
2005 –2005 Common Customer Service Representative
Rogers Common/RHP, Toronto, ON
2003 - 2005 Customer Service Representative
Rogers Communications, Kitchener, ON
EDUCATION/TRAINING
1991 - 1993 Occupational Studies
American Academy of Dramatic Arts, New York
1987 - 1991 Performing Arts Program Diploma (O.S.S.G.D.)
Eastwood Collegiate Institute, Kitchener, ON
1987 - 1991 Speech & Drama Conservatory Diploma
Beckett School of Speech & Drama, Kitchener, ON
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