Azla Sheriff
Toronto,ON
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Relentless professional known for working hard to uncover the truth. A smart Fraud Investigator promoting exemplary talents in forensic analysis, digital investigating and assessment of client needs.
Overview
12
12
years of professional experience
Work History
Fraud Investigator
Canadian Imperial Bank of Commerce - CIBC
02.2024 - Current
- Investigate fraud reported by clients where impersonation has occurred at CIBC or Simplii, Manage around 15 cases a day.
- Determine liability and provide safeguarding steps by speaking to clients
- Investigating files by reviewing applications, notes and recorded calls.
- Performed detailed background checks on individuals suspected of fraudulent activity to gather critical information needed for successful investigations.
- Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
- Maintained high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
- Developed strong relationships with external partners, including banks, credit bureaus, and other relevant organizations for improved collaboration in combating fraud.
- Enhanced internal communication by providing regular updates on current fraud trends and emerging threats.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Customer Service Representative
Paymentus Canada Corporation
11.2023 - 02.2024
- Process payments for client's mutual customers (Inbound and Outbound)
- Assist customers by explaining procedures, answering questions, and providing most suitable solutions
- Handled over 120 incoming call managing AHT with minimum errors
- Follow call center scripts and processes when handling different topics
- Work collaboratively with Customer Service, Operations, Marketing, and Sales to improve client satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Contact Centre Manager
HSBC Bank Sri Lanka (Wealth & Personal Banking)
07.2017 - 03.2023
- Oversee the overall operations & development of the department including creating, reviewing policies, budgeting, recruiting, training & conducting regular assessments of financial procedures (Staff incentives, staff salary increments, staff overtime, external training budget, etc.)
- Managed large teams with over 20 staff , Coaching, mentoring & training to ensure to provide best customer service for each an every incoming call
- Country contact lead for conversational banking in Sri Lanka whilst managing digital media channels interface (Facebook/Web Chat / Live chat)
- Local contact & account owner of the emergency group encashment managing the account reconciliation & signs off for any group encashment done globally
- Managed official Facebook page of HSBC Bank Sri Lanka and attending to customer queries and signing off response
- Central contact of HSBC Web Chat Sri Lanka to ensure driving commercialization in call deflection for Contact Centre, Led project to launch authenticated live chat and deflected voice calls to webchat by achieving call deflection main KPI by 35% reduction on call volumes
- Key party to drive call deflection plan for Contact Centre driving Digital KPIs for overall of Contact Centre, launched campaign that resulted in diverting customers to automated channels, allowing annual cost saving of $4000 in postal and staff cost.
- Skilled at working independently and collaboratively in a team environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed and maintained courteous and effective working relationships.
Digital Cards Acquisition Manager
HSBC Bank Sri Lanka (Wealth & Personal Banking)
01.2021 - 01.2022
- Managed process of digital cards journey as it was premature sales channel for Sri Lanka, to fine-tune and smoothen process with other key stakeholder involvement
- Contributed to improving sales final in terms of lead quality, target personas, driving team, and managed to increase card sales from 20%- 75% KPI achievement
- Digital cards acquisition team replaced door-to-door sales team of 40 staff to 15 Digital staff which was cost-saving to business impact of sales funnel improvement done
- Staff reduction from 40 - 15
- Introduced paperless cards application journey allowing business to save on paper and other cost
- Analyzed customer profiles and behavior and managed team with coaching and training to manage client base better
- Skills Learnt: Insight analysis, Staff training/Coaching, New product launch and project management.
Direct Channels Officer
HSBC Bank Sri Lanka (Wealth & Personal Banking)
01.2015 - 01.2017
- Managed ATM, Self Service Terminal and Day and Night Banking Centre (DNBC/self-service Centre) network
- Coordinated with regional contact parties and local stakeholders in driving projects and initiatives to ensure project timelines
- Was part of Global service platform migration project for HSBC Sri Lanka
- Involved with regional teams and local stakeholders for project-related tasks
- Completed UAT and sign off for HSBC Sri Lanka Successfully launched GSP 'Revamped Mobile banking app' in 2017
- Managed phone banking, SMS banking platform and e-mail / secure message systems.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
Senior Banking Associate - 'Personal Internet Banking'
HSBC Bank Sri Lanka (Wealth & Personal Banking)
01.2012 - 01.2015
- Developed and executed strategies for attracting new users for online banking and increasing its usage
- Executed both local and group projects related to Internet banking
- Supported to solve system-related technical difficulties related to Internet banking
- Compiled and reported MIs to both local and group offices
- Adhered to Audit, compliance, and regulatory requirements.
- Championed digital transformation initiatives within the department, driving adoption of new technologies that streamlined operations.
- Led successful cross-selling initiatives that expanded product offerings to existing clients, contributing to significant revenue growth.
- Collaborated with legal counsel on contract negotiations and dispute resolutions, protecting the bank''s interests in all matters.
Education
MBA - Finances, Human Resources, Marketing, Strategy, and Operations Management
University of The West of Scotland (UWS)
Sri Lanka 01.2022
Skills
- Problem Solving
- Excellent Communication Skills
- Teamwork
- Critical Thinking
- Leadership
- Partnering and relationships
- Anti-Money Laundering
- Cybersecurity knowledge
- Report filing
- Criminal Investigations
- Verbal and written communication
- Financial Fraud
Websites
Accomplishments
- Award winner for HSBC Circle of Excellence representing HSBC Sri Lanka 2021
- Awarded the Best Performer - Outbound Telemarketing 2008 annual bank awards
- Awarded the Best Performer - Direct Channels 2014 annual bank awards
- Led the Best Digital team/ Best Inbound team - 2020/2022 1st 2nd 3rd & 4th Quarter
- Won the award for 'Best Internet Bank - Sri Lanka' for HSBC in year 2011, 2012 ,2013 and 2015
- Led the Best Digital team/Best Inbound team - 2019 1st &2nd Quarter
- Led the Best Inbound team - 2021 1st & 2nd Team
Languages
English
Native or Bilingual
Timeline
Fraud Investigator
Canadian Imperial Bank of Commerce - CIBC
02.2024 - Current
Customer Service Representative
Paymentus Canada Corporation
11.2023 - 02.2024
Digital Cards Acquisition Manager
HSBC Bank Sri Lanka (Wealth & Personal Banking)
01.2021 - 01.2022
Contact Centre Manager
HSBC Bank Sri Lanka (Wealth & Personal Banking)
07.2017 - 03.2023
Direct Channels Officer
HSBC Bank Sri Lanka (Wealth & Personal Banking)
01.2015 - 01.2017
Senior Banking Associate - 'Personal Internet Banking'
HSBC Bank Sri Lanka (Wealth & Personal Banking)
01.2012 - 01.2015
MBA - Finances, Human Resources, Marketing, Strategy, and Operations Management
University of The West of Scotland (UWS)
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