Customer Service & Fraud Support Specialist

Gurpreet Kaur

Brownstown / 734-***-**** / **************.***@*****.***

Summary:

Highly motivated and skilled customer service professional with over 7 years of experience in providing exceptional service to clients across diverse industries. Strong communicator with excellent interpersonal skills, able to build strong relationships with clients and colleagues at all levels. Expert in identifying customer needs and providing solutions to complex problems. Proven ability to work collaboratively with cross-functional teams, including sales, marketing, and operations, to deliver results.

Highlights of Skills:

• Extensive experience in a call center environment with a focus on customer service and quality monitoring processes.

• Proficient in Microsoft Word for creating and editing documents, formatting text, and utilizing advanced features such as styles, tables, and mail merge.

• I am skilled in Microsoft Excel for data analysis, creating spreadsheets, and employing formulas and functions including VLOOKUP, HLOOKUP, and Pivot Tables.

• Proficient in Microsoft products, including operating systems, Office Suite, and Outlook in a networked environment.

• Ability to work independently and flexibility to new techniques and processes.

• Excellent problem-solving and multitasking skills.

• Ability to work in a fast-paced computerized environment.

• Strong interest in technology and its advancements.

• Excellent communication skills.

• Escalates problems to higher-level technical support professionals when necessary.

• Assists in the resolution of application and software problems.

• Assist customers with issues and concerns they are experiencing during the use of the product.

Work Experience:

TD Bank – Ontario, Canada Jun 2024 to Present

Fraud Loss Prevention

• Greet and assist customers in a professional manner.

• Address customer concerns calmly, especially when verifying potentially fraudulent activity.

• Monitor accounts and transactions for suspicious activity.

• Investigate cases of DEBIT or CREDIT fraud.

• Work with fraud detection systems and flag unusual activity.

• Collaborate with law enforcement and compliance teams.

• Assist in resolving customer disputes that may involve fraudulent transactions or identity issues.

• Communicate with customers regarding investigations and outcomes.

• Maintain accurate records of fraud incidents, customer interactions, and resolutions.

• Prepare incident reports and summaries for internal use or regulatory compliance.

• Communicate with customers to verify unusual activities, explain fraud alerts, and assist with account protection.

• Help customers report fraudulent transactions and guide them through recovery steps.

• Maintain professionalism and empathy, especially when dealing with victims of fraud. TD Bank – Ontario, Canada April 2023 to May 2024

Operations Analyst

• Provides and documents financial period analysis for financial information packages e.g., monthly run-rate forecast, quarterly forecast to actuals, etc.

• Ensure financial results are well understood and how they impact business results.

• Develops knowledge related to business/group strategy, plans, and financial activities.

• Gathers and formats data into regular and ad-hoc reports, and dashboards.

• Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.

• Collaborates with internal and external stakeholders to deliver on business objectives.

• Employ systems e.g., customized exception reports, tracking reports, etc. to manage information.

• Analyzes data and information to provide insights and recommendations.

• Creating, editing, and formatting documents using Word and Excel.

• Developing project plans and Timelines to ensure that deadlines are met. Petro Canada – Ontario, Canada Dec 2020 to March 2023 Customer Service Representative

• Operating the point-of-sale (POS) system to process sales transactions, including handling cash and credit/debit card payments.

• Provide excellent customer service by responding to customer inquiries, complaints, and resolving issues in a timely and professional manner.

• Accurately enter customer information into the database and maintain customer records.

• Participate in training and ongoing professional development to maintain and improve customer service skills.

• Maintained a high level of professionalism and customer satisfaction through positive communication and problem-solving.

• Managed the front desk, including greeting visitors, answering phone calls, and directing inquiries to the appropriate departments.

• Multitasked by managing multiple projects and tasks simultaneously while maintaining a high level of accuracy and attention to detail.

HDFC Bank – Chandigarh, India May 2017 to April 2019 Customer Service Representative

• Assisting customers with technical issues, troubleshooting problems, and resolving inquiries or complaints related to products or services.

• Handling customer inquiries through various channels such as phone, email, chat, or in- person interactions and providing prompt and accurate responses.

• Provide support for customers remotely with password or access issues as they arise.

• Diagnose and resolve problems using documented procedures and checklists in the performance of responsibilities.

• Answer incoming calls from customers in need of elementary technical assistance regarding their products or services and provide an optimal solution.

• Promote complementary solutions according to the customer's needs and habits discussed.

• Participate in continuous improvement initiatives and support additional team or organizational projects as needed.

• Adapt quickly and effectively to new and changing situations and work environments.

• Consider how decisions affect customers, markets, and sales representatives when resolving issues.

• Provide extended support beyond standard hours when required to manage high call volume or workload.

Education:

Postgraduate Diploma in Mobile Application & Development 2022 Cambrian College, Brampton

Bachelor’s degree in engineering 2016

Global Institutes, Amritsar, India

Diploma in Engineering 2013

Government Polytechnic College, India

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