AUSTIN OKWARANOSHIE
Ottawa,Canada
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Identity Theft Response (fraud Specialist)
CIBC- CANADIAN IMPERIAL BANK OF COMMERCE
10.2023 - Current
- Using sound judgment to determine the legitimacy of the application by contacting applicants, employers, branches, other financial institutions, and credit bureaus, as well as gathering and analyzing documents for potential fraud
- Conducting in-depth investigations into possible fraud trends, potential fraudulent applications, cheques, payments, and possible account takeovers referred to or identified within internal and external sources
- Providing recommendations on operational and system procedures that support early fraud detection
- Maintaining the confidentiality of departmental and investigative procedures and internal and external information received or shared
- Being fully conversant with VISA and MASTERCARD products, procedures and policies related to fraud detection to ensure that all duties are performed with up-to-date and approved methods
- Using sound judgment and taking appropriate actions in closing and declining VISA and MASTERCARD accounts applications to prevent further losses and protect the integrity of the bank
- Taking appropriate measures on any escalated complaints received from the Cardholder or other sources
- Responsible for informing credit bureaus or other financial institutions of trends and patterns related to fraudulent applications
- Contributing to enhancing the team focus through participation in special projects, temporary assignments, meetings, and any activities delegated by management.
CUSTOMER SERVICE REPRESENTATIVE
CIBC- CANADIAN IMPERIAL BANK OF COMMERCE
05.2022 - 10.2023
- Over 2 years of experience in customer service roles, demonstrating excellent interpersonal skills and a commitment to customer satisfaction
- Strong verbal and written communication skills, with the ability to communicate effectively and professionally
- Proficiency in using customer service software and CRM systems to track and manage customer interactions
- Received consistent positive feedback from customers, achieving a customer satisfaction rating of 10/10
- Participated in training sessions to enhance product knowledge, and customer service skills, and keep up to date with company policies and procedures.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanour.
Covid 19 Frontline Representative
(KYNDRYL) MINISTRY OF HEALTH – PROVINCE OF BRITISH COLUMBIA – GOVERNMENT OF B.C.
07.2021 - 03.2022
- Assisted callers needing to make appointments and registrations
- Give accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Offered alternative solutions where appropriate to resolve customer complaints satisfactorily.
- Updated existing customer accounts with new information obtained through conversations.
- Answered incoming calls and responded to customer inquiries in a professional manner.
- Demonstrated proficiency in navigating multiple computer programs simultaneously during customer interactions.
- Led on- and off-site customer support teams across multiple time zones.
Education
Bachelor of Science - Agriculture
University of Nigeria, Nsukka
Enugu, Nigeria06-2017
Post-Degree Certificate - Environmental Management And Assessment
Algonquin College
Ottawa, ONSkills
- Microsoft Office
- Excel
- PowerPoint
- Task quality and risk management
- Active listening
- Exceptional customer service
- Time management
- Organizational skills
- Task Prioritization
- Reliability
- Problem-Solving
- Attention to Detail
Certification
CPR & First Aid Certification
Accomplishments
Fraud Saver Award, Moment Maker Award, and leadership Award.
References
References available upon request.
Timeline
Identity Theft Response (fraud Specialist)
CIBC- CANADIAN IMPERIAL BANK OF COMMERCE
10.2023 - Current
CUSTOMER SERVICE REPRESENTATIVE
CIBC- CANADIAN IMPERIAL BANK OF COMMERCE
05.2022 - 10.2023
Covid 19 Frontline Representative
(KYNDRYL) MINISTRY OF HEALTH – PROVINCE OF BRITISH COLUMBIA – GOVERNMENT OF B.C.
07.2021 - 03.2022
Bachelor of Science - Agriculture
University of Nigeria, Nsukka
Post-Degree Certificate - Environmental Management And Assessment
Algonquin College
CPR & First Aid Certification
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