Angela Nowaczek
OTTAWA,ON
Summary
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth. I am excited to prove myself in different roles within my current job. I very much look forward to any opportunities.
Overview
1
1
Language
18
18
years of professional experience
Work History
Disputes Senior Operations Officer
TD Bank
Ottawa, Ontario
10.2018 - Current
- Reviewed dispute claims for financial services cases and supporting account records.
- Documented case notes, evidence files, and resolution decisions in dispute systems.
- Communicated with customers, merchants, and internal teams on claim details.
- Applied banking regulations and company procedures to disputed account reviews.
- Escalated complex disputes to fraud, operations, and compliance partners.
- Processed refunds, adjustments, and account updates for completed dispute cases.
- Created detailed summaries of each case along with recommendations for resolving them.
- Educated customers on the dispute resolution process via telephone or email communication.
- Responded promptly to emails, faxes and phone calls regarding disputes.
- Identified areas where existing policies could be improved upon in order to improve efficiency and reduce costs associated with disputes handling processes.
- Assisted customers with dispute resolution, providing explanations of the process, account information and answers to inquiries.
- Provided feedback on trends identified in dispute resolution processes.
- Analyzed customer accounts to identify and resolve disputes.
Customer Service Representative
CUETS
Ottawa, Ontario
11.2009 - 10.2018
- Answered customer calls for CUETS mastercard credit card accounts.
- Verified customer identity using account details and security questions.
- Processed payment inquiries, balance requests, and transaction disputes.
- Explained card features, account terms, and billing information clearly.
- Updated customer records in service systems and account notes.
- Resolved billing concerns through calm, professional communication.
- Followed CUETS policies for confidential account handling.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Customer Service Manager
Wal-Mart
Ottawa, Ontario
09.2008 - 10.2009
- Managed Walmart customer service desk operations and daily front end coverage.
- Resolved customer complaints and escalated issues using store service policies.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Trained new associates on customer service procedures and cash handling.
- Processed returns, exchanges, and refunds at register and service counter.
- Maintained service area standards and organized customer waiting lines.
Education
Some College (No Degree) - Developmental Service Worker
Algonquin College
OttawaSkills
- Dispute case review
- Regulatory compliance
- Case documentation
- Account reconciliation
- Great multitasking skills
- Organizational skills
- Independent work
Languages
English
First Language
Timeline
Disputes Senior Operations Officer
TD Bank
10.2018 - Current
Customer Service Representative
CUETS
11.2009 - 10.2018
Customer Service Manager
Wal-Mart
09.2008 - 10.2009
Some College (No Degree) - Developmental Service Worker
Algonquin College