Customer Service Front Desk

CRYSTAL PATTERSON

Scarborough ON 416-***-****

To obtain a full time position as a Fraud Analyst where my analytical skills may contribute to the organization’s profit

HIGHLIGHTS OF QUALIFICATIONS

Over 2 years experience In the financial industry with 1 year of call center knowledge in fraud detection

Possess strong organizational skills with the ability to analyze data and recognize trends

Excellent problem-solver, investigative, and possess outstanding time management skills

Strong ability to use sound judgment to recognize unusual account activity

Superior analytical skills with strong communicational skills both orally and written

Advanced computer proficiency; Microsoft Office - MS Word, Excel, Internet Explorer, Power point, and Email.

PROFESSIONAL EXPERIENCE

Fraud Analyst July 2019 – Oct 30th, 2020

Bank of Montreal (BMO), Toronto, ON

Reviewed over 100 alerts, and handled customer concerns regarding fraudulent issues

Reported suspicious account activity by emailing branch templates outlining types of suspicion

Documented detailed notes, outlining illegitimate transactions to assist the loss prevention analysts

Responded to incoming emails from branch managers and customers regarding suspicious account activity

Analyzed customer transaction history, and cheques to detect potential fraud situations

Reduced US and Canadian fraud, by capturing customers cards, and placing altered cheques on hold

Recognized as a top performer for capturing fraud cheques, for two consecutive months (Oct 2019- Dec 2019)

Collections Agent May 2017 – October 2018

(Gate Stone) North York, ON

Delivered friendly, and professional service to clients through outbound calls, and provide information regarding their account balances

Resolved customer’s problem by offering programs in an effort to bring their store credit card payments up-to-date

Contacted customers in order to set up payment plans for overdue balances

Took and processed debit card and cheque by phone payments over the phone

Answered over 150-200 phone calls per day regarding client’s outstanding payments

Recognized as a top collector, for two consecutive months (May 2018- July2018), which resulted in promotion of position.

Customer Service Rep/Mailroom Clerk – Contract January 2013 –April 2016

Shannon Agency, Richmond Hill, ON

Answered over 100 calls per days: screened and transferred calls, and notified employee of their appointments

Managed payment receipts, tracked courier, financial records, and organized reports

Assisted visitors and answered all inquiries and requests in a professional and friendly manner

Crystal Patterson Page 2

Front Desk Receptionist - Contract July 2012

Shannon Agency, Richmond Hill, ON

Screened inbound phone calls and redirected phone calls to the appropriate staff

Welcomed all guests entering the front desk, by providing front line customer service support

Logged, received, and distributed mail and coordinated courier deliveries

Customer Service Insurance Representative - Contract Aug – Oct 2011

Aviva Insurance, Toronto, ON

Handled all customer requests, special needs and complaints with diplomacy and applying the appropriate solutions within given deadline

Assisted clients reporting auto and property accidents and documented all conversations

Guided clients on new claims processes, and assisted with general concerns

EDUCATION

TESOL Certificate 2014

Global Leadership College, Scarborough, ON

Bachelor of Arts (B.A.) English Language Literature 2010

University of Windsor, Windsor, ON

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