Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Awaldi Stuart

Brampton,ON

Summary

Results-driven professional with extensive experience in project management and client relations. Expertise in consulting, system configuration, and delivering comprehensive support. Proven ability to enhance operational efficiency through data analysis and system troubleshooting.

Overview

9
9
years of professional experience

Work History

Fraud Analyst

EQ Bank
Toronto, ON
04.2024 - Current
  • Developed recommendations for process and customer service enhancements.
  • Monitored inbound fraud queue to support clients effectively.
  • Analyzed data from detection systems to evaluate and determine necessary actions.
  • Collected evidence for incident reports, loss prevention, and litigation purposes.
  • Documented investigation findings to maintain comprehensive account files.
  • Executed routine service requests within established service level agreements.
  • Provided notifications and instructions to stakeholders regarding incidents as needed.
  • Handled escalations and completed diverse tasks within prescribed limits.

Senior Service Rep - Garnishment

Bank of Montreal
Toronto
02.2024 - Current
  • Analyzes data and information to provide insights and recommendations.
  • Gathers and formats data into regular and ad-hoc reports, and dashboards.
  • Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives.
  • Checks and reconciles information and documentation to ensure accuracy and completeness.
  • Provides accurate, consistent, knowledgeable responses to stakeholder questions and requests.

Associate - Deposits & Payments Operations

Bank of Montreal
Toronto, ON
01.2023 - 02.2024
  • Analyze data and information to provide insights and recommendations
  • Executing routine tasks such as transactions (deposits), service requests, and other high-level inquiries within relevant service level agreements
  • Collaborate in the development/implementation of new processes/systems and changes/improvements to existing systems and processes
  • Function as a problem-solving resource for more junior staff and performing quality control and training
  • Perform keying tasks such as deposits and other client transactions
  • Maintained 100% quality assurance score over the last 6 months.

Customer Service Representative (Part Time)

Hertz
Mississauga, ON
09.2023 - 12.2023
  • Resolved customer issues and concerns professionally using effective customer service techniques
  • Qualify and process customer rentals with accuracy and attention to detail
  • Resolved customer issues and concerns professionally using effective customer service technique
  • Emphasis on selling and revenue maximization on core products such as, but not limited to, options to waive customer's responsibility of damage, fuel options, and vehicle upsells
  • Provided excellent customer service to resolve customer complaints in a timely manner.

Senior Fraud Analyst

Scotiabank
Toronto, ON
07.2020 - 05.2022
  • Maintaining/exceeding customer expectations by providing adequate updates to customers related to fraud investigation/incident
  • Ability to gather, analyze, organize, document, and present large volumes of information in a succinct and organized manner
  • Assisting the department in identifying potential fraud trends to reduce losses and cost to the Bank
  • Review each case/alert and decide including any instances that may involve some uncertainty or with less than perfect information..
  • Analyzing and recommending changes to current departmental processes that may increase Customer Satisfaction and/or efficiencies within the department
  • Conducted periodic reviews of customer accounts to identify and mitigate potential risks, and escalated issues to senior management as necessary

Client Service Consultant

Scotiabank
Mississauga, ON
08.2016 - 07.2020
  • Resolved client issues in a timely manner while maintaining excellent customer relations.
  • Assisted clients with inquiries regarding account status and transactions.
  • Maintained detailed records of client interactions and transactions.
  • Identified opportunities for improvement in customer service processes.
  • Ensured compliance with applicable laws, regulations, policies and procedures.

Education

Certificate - Product Management

York University
Toronto Ontario
07-2023

Skills

  • Stress Tolerance
  • Strong Work Ethic
  • Training and Mentoring
  • Call Management
  • Multi-Task Management
  • Team Development
  • Payment Processing

Accomplishments

Scotiabank - 08/01/16 - 05/01/22

  • Lead a project team to properly receive client feedback to better improve our services. The target was to receive above 95% response, my team and I reached a target of 98% responses from our client.
  • Applause Certificate – Top Employee for the deposit and transactions team
  • A part of the development team, creating new SOPs and training guides for new employees. Implemented a new deposit process to better streamline daily deposits from our clients.
  • Maintained a high 90% prevention rate, preventing bank loss and client loss

Millennium 1 Solutions - 06/01/14 - 08/01/16

  • Work Class Certified – Awarded to Top Client service consultant (98% quality score)
  • Sensors Quality Management (SQM) – Recognized for delivering high-quality service to customers
  • President's Choice Financial Ambassador Award – Recognized for exceeding sales goals and maintaining an exceptional customer rating Developed training guides and assisting in training classes
  • Maintained 98% quality score (team average 95%) Test and troubleshoot system configuration and functionality

Timeline

Fraud Analyst

EQ Bank
04.2024 - Current

Senior Service Rep - Garnishment

Bank of Montreal
02.2024 - Current

Customer Service Representative (Part Time)

Hertz
09.2023 - 12.2023

Associate - Deposits & Payments Operations

Bank of Montreal
01.2023 - 02.2024

Senior Fraud Analyst

Scotiabank
07.2020 - 05.2022

Client Service Consultant

Scotiabank
08.2016 - 07.2020

Certificate - Product Management

York University

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