Danielle Levesque
Rockland
Summary
Experienced fraud prevention professional prepared to tackle challenges in field. Known for effectively investigating and resolving fraud cases, leveraging keen analytical skills and collaborative approach. Dependable team player with strong problem-solving abilities and adaptability to dynamic environments.
Overview
9
9
years of professional experience
Work History
Fraud Agent 2
Td Canada Trust
11.2023 - Current
- Conducted thorough investigations of fraudulent activities to ensure accurate resolutions.
- Mentored junior agents, fostering a team-oriented environment focused on continuous improvement.
- Reduced fraud cases by implementing effective detection strategies and monitoring systems.
- Provided training on fraud awareness and prevention techniques, increasing staff knowledge and vigilance.
- Maintained detailed records of all investigations, ensuring compliance with company policies and regulatory requirements.
- Served as a subject matter expert within the organization, providing guidance and support to colleagues in matters relating to fraud prevention and detection.
- Evaluated customer data to identify and prevent fraudulent activities.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Monitored high-risk accounts for unusual activity patterns that may indicate fraudulent behavior or identity theft attempts.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Assist with Scam and Level 1 escalations inboxes
Fraud Agent 1
Td Canada Trust
05.2021 - 11.2023
- Analyzed transaction patterns to identify potential fraud cases
- Conducted in-depth investigations into suspicious activities, ensuring compliance with regulatory requirements.
- Trained junior agents on fraud detection techniques and investigative methodologies, fostering team development.
- Worked closely with customers to verify transactions when potential fraud was detected, maintaining trust while protecting their accounts from unauthorized access.
- Monitored high-risk accounts for unusual activity patterns that may indicate fraudulent behavior or identity theft attempts.
- Implemented advanced authentication methods for account access, enhancing security measures and customer confidence.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
Customer Service Representative
TD Canada Trust
03.2020 - 05.2021
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction and retention.
- Maintained comprehensive product knowledge to address customer needs effectively.
- Documented customer interactions meticulously to enhance future service strategies.
- Adapted quickly to changing priorities, maintaining productivity during peak periods.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
Customer Experience Coordinator
TD Canada Trust
03.2019 - 03.2020
- Coordinated outreach initiatives to promote new products and services, improving customer awareness and engagement.
- Managed scheduling of appointments, ensuring optimal availability of resources for client consultations.
- First point of contact for customers.
- Assist with any question or resolve any concerns customers may have.
- Assist on the front line when needed.
- Assist with open and close procedures .
- Set up the mail bag.
- Update all information for health and safety.
- Provide exceptional customer experience.
- Answer phone calls.
- Return voicemails.
Customer Experience Associate
TD Canada Trust
05.2018 - 03.2019
- Assisted customers with inquiries, ensuring prompt and accurate resolutions.
- Provided support to team members in daily operational tasks.
- Learned company policies and procedures to enhance customer interactions.
- Collaborated with team to maintain high service quality standards.
- Looked for additional ways to expand products to customers by upselling new products and services.
- Employed active listening skills to accurately understand customer concerns and address them effectively.
- Assisted in training new employees on company policies, procedures, and best practices for delivering exceptional service.
- Asked customers questions to determine, verify and solve common problems.
- Maintained an up-to-date knowledge of company offerings in order to provide relevant recommendations based on client needs.
- Maintained up-to-date knowledge of product and service changes.
Bartista
Tim Hortons
08.2016 - 11.2016
- Trained new baristas on equipment operation and customer service standards.
- Managed inventory levels, ensuring timely restocking of supplies for smooth operations.
- Prepared high-quality beverages according to established recipes and customer preferences.
- Implemented efficient workflow processes to enhance service speed during peak hours.
- Maintained cleanliness and organization of workstations in compliance with health regulations.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Cleaned counters, machines, utensils, and seating areas daily.
Education
Early Childhood Education
Algonquin College
Ottawa, ON04-2019
High School Diploma -
Sir Wilfred Laurier High School
Ottawa, ON06-2015
Skills
- Suspicious activity reporting
- Anti-fraud systems
- Know your customer
- Investigation techniques
- Fraud prevention
- Financial intelligence
- Telephone and email etiquette
- Verbal and written communication
- Call management
- Transaction monitoring
- Conflict resolution
- Regulatory compliance
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Fraud Agent 2
Td Canada Trust
11.2023 - Current
Fraud Agent 1
Td Canada Trust
05.2021 - 11.2023
Customer Service Representative
TD Canada Trust
03.2020 - 05.2021
Customer Experience Coordinator
TD Canada Trust
03.2019 - 03.2020
Customer Experience Associate
TD Canada Trust
05.2018 - 03.2019
Bartista
Tim Hortons
08.2016 - 11.2016
Early Childhood Education
Algonquin College
High School Diploma -
Sir Wilfred Laurier High School
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