Customer Service Representative

The Hiring Manager

Fraud Detections Unit

Nova Scotia Bank

North York, Ontario

Dear Sir/Madam:

My name is Anne. I am a student in Seneca College studying Fraud Examination and Forensic Accounting. I have extensive expérience as a Fraud analyst, I came to Malaysia as a Subject Matter Expert for Citibank Australia, I have worked as a Team Lead, Quality Officer and Compliance Officer handing 7 of Citibank’s markets in Asia and EMEA: Australia, India, Malaysia, Philippines, Singapore, Hongkong, and UK. I also have services the US markets as a customer service officer. My competencies range from customer service, to rewards to backend, to new application,s to fraud detections and Recovery, disputes, and I believe that when given the opportunity, I have a lot to contribute. As as student, I am only available 20 hours per week on the following days: Fridays, Saturdays, Sundays and Mondays. The reason why I went back to school is because I am passionate about fraud.

I am a fast learner and I am quick to adapt. I wanted to be in a job relevant to my future profession. The only missing profile in my knowledge of fraud is the Canada Market. Please allow me to learn about the fraud trends in Canada by giving me the opportunity to work for you.

Thank you very much and I am looking forward to hear from you soon. I am also looking forward to start work soon. Attached is my CV.

Sincerely,

Anne C Gacer

ANNE C. GACER

Email: ****.*****@*****.***

Phone number: +1-519-***-****

Address: 165 Cherokee Blvd

Unit 105 North York, Ontario

M2J4T7

EXPERIENCE

Fraud Risk Analyst 2 - Quality Assurance and Compliance Officer Oct 2016-Sep 2022

CITIGROUP TRANSACTION SERVICES MALAYSIA SDN BERHAD Primary Country Portfolio: Australia, Malaysia, Philippines and Singapore Prepares and presents monthly governance deck

Call Quality Monitoring

Production Quality Monitoring

Analysis on Fraud and NPS Trend

Provides recommendation to country for process improvement Handles Complaint management across hub

Monitor Change Management Request for countries in-scope Handles Quality-related MCA for countries being managed Fraud Risk Analyst 1

CITIGROUP TRANSACTION SERVICES MALAYSIA SDN BERHAD June 2014-June 2015

Investigates and provides deep-dive disaster analysis for large loss cases (NRI, ATO, Sim-jacking) Assisted in the creation of the AU Fraud P&P for Fraud and Authorizations SME for Australia Fraud Team, assisted in Quality and knowledge transfère CITIGROUP BUSINESS PROCESSING SOLUTIONS PHILIPPINES March 2008-May 2014

Fraud Detection: Handles multiple products (Cards, Banking, Mortgage, Ready Credit) and is knowledgeable of Collections, Customer Service and Credit Initiation (New-to-Bank applications) Disputes - Initiates recovery of funds by communicating with merchants Knowledgeable of the fraud end–to-end processes (Detections, Admin function, Recovery, Fraud Log, POTS, Pending, ESMS, MIFT, Authorizations, etc.) Fraud Risk Unit Manager Intern

July 2013-January 2014

AU Rewards Citi Cards Officer

December 2008-April 2009

Customer Solutions Officer (US Citi Cards)

March 2008-November 2008

Customer Service Representative

AMERIPRISE FINANCIAL MANAGED PORTFOLIO TRADING SYKES ASIA March 2005-Dec 2007

Service Licensed Trader Series 6 & Series 63 CRD # 4939023 http://brokercheck.finra.org Mutual Funds and Bonds Trader

KEY TRAININGS RECEIVED

CTSM Mentorship Program 2020: May – Oct 2020

Project Management 101: Sept 7, 2020

AML Theoretical Training: Aug 17- Sept 1, 2020

Six Sigma (Yellow Belt) Training: June 22-24, 2020 Citi Lean Apprenticeship: July 14, 2017 NPS Survey Analysis LANGUAGES

English

Filipino

French

Bahasa Melayu

REFERENCES

Mary Jane de Jesus

Logis7cs Associate/Admin. asst

Ingram Micro - TPG Special Payment Solu7ons

Mississauga, ON

Phone Number: +1-647-***-****

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