Vaishali Dudeja
Toronto,ON
Summary
A personable and innovative individual with superior skills in working in both team-based and independent capacities. Bringing a strong work ethic and excellent organizational skills to any setting. Analytical, result-oriented, and resourceful professional with 4+ years of cumulative experience in analysis, collections, copywriting, consultative customer service, and sales roles with a drive to deliver personalized customer experience. Hands-on knowledge of using CAS, GO2, IIQ, MS Office (Word, Excel, Powerpoint, and Outlook) and a go-getter who can exercise initiative and be accurate and detail-oriented to handle several tasks and changing priorities. Confident and experienced with social media, online tools, and applications. Multilingual; offering solid comprehension of cultural diversity.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Fraud Analyst
America Express
Toronto, CA
02.2022 - Current
- Performed detailed analysis of financial transactions to identify suspicious activity, working on 35+ cases a day.
- Monitored customer accounts and identified any discrepancies or irregularities in account activity.
- Investigated cases of suspected fraudulent activities, including tracing money trails and analyzing documents, contributing in prevention of over $2 mil in annual loss.
- Conducted interviews with customers to verify their identity and validate information.
- Collaborated with other departments on investigations as needed to review evidence, analyze data, and prepare reports for management.
- Created strategies to reduce instances of fraud by identifying vulnerabilities in existing processes.
- Documented investigative findings in reports.
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
Technical Support Consultant
Apple (Teleperformance payroll)
Toronto, ON
03.2021 - 09.2021
- Assisted customers with various types of technical issues via telephone.
- Researched, resolved and followed up on customer issues, maintaining above average CSAT rating.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Exceeded company productivity standards on consistent basis, handling more than 35 calls each day and maintaining QA score above 91.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Investigated technical issues using knowledge base and personal experience with product knowledge to complete timely resolutions.
Customer Service Representative/Cashier
Wendy's
Brampton, Canada
10.2020 - 12.2020
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
- Worked closely with front-end staff to assist customers and maintain satisfaction levels.
- Informed customers of regular deals or monthly specials, upselling 40% of orders.
- Maximized customer satisfaction by quickly addressing and resolving complaints with food or service.
Content Writer
Website Sketchers
Delhi, India
07.2015 - 08.2018
- Applied strong writing, editing and proofreading abilities to each assignment to produce best possible content.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Created content for websites, blogs and social media accounts to increase visibility and engagement.
- Developed keyword-rich SEO articles to promote brand awareness and improve organic search rankings.
- Collaborated with marketing team members to develop compelling copy for promotional materials.
- Optimized web pages for maximum visibility in search engines using targeted keywords.
Education
Post-Degree Certificate - Public Relations - Corporate Communications
Seneca College Of Applied Arts And Technology
North York, ONPost-Degree Certificate - International Business Management
Fanshawe College Of Applied Arts And Technology
London, ONBachelor of Commerce - Finance And Accounting
Delhi University
DelhiSkills
- Credit and collections
- Customer service and relations
- Active listening
- Technologically savvy
- Client engagement
- Analytical and problem solving
- Copywriting, editing, and review
- Excellent interpersonal communications
- Fraud Detection
- Call center operations
- MS office proficiency
- Excel, Powerpoint & Outlook
- Strategic Planning
- Relationship Building
- Communication and Influencing
- Urgency Management
- Product Knowledge
Certification
- Advanced Google Analytics, Google
- Communicating With Confidence, LinkedIn
- Hootsuite Platform Certification, Hootsuite
- Social Media Marketing Certification, Hootsuite
- Excel Essential Training, LinkedIn
Volunteer Work
Engagement Committee Coordinator
- Collaborated with team members and management to develop content for newsletters.
- Compiled data from various sources to create meaningful, engaging stories.
- Edited articles for accuracy, grammar, spelling, punctuation, and style consistency.
- Researched industry trends and topics to determine newsletter focus areas.
- Solicited feedback from management on newsletter content and design.
- Developed and implemented strategies to increase colleague engagement.
- Coordinated communication between the committee and other management involved in the project.
- Organized and chaired regular meetings with members of the committee to discuss progress on projects.
Freelance Social Media Manager
- Developed and executed comprehensive social media strategies, enhancing brand visibility and engagement across platforms.
- Managed content creation, including campaigns and user-generated content, resulting in increased audience growth and positive brand sentiment.
- Utilized analytics tools to track key performance indicators, optimizing social media advertising campaigns for maximum return on investment, and presented regular performance reports to management.
Timeline
Fraud Analyst
America Express
02.2022 - Current
Technical Support Consultant
Apple (Teleperformance payroll)
03.2021 - 09.2021
Customer Service Representative/Cashier
Wendy's
10.2020 - 12.2020
Content Writer
Website Sketchers
07.2015 - 08.2018
Post-Degree Certificate - Public Relations - Corporate Communications
Seneca College Of Applied Arts And Technology
Post-Degree Certificate - International Business Management
Fanshawe College Of Applied Arts And Technology
Bachelor of Commerce - Finance And Accounting
Delhi University