DONOVAN BROWN
Pickering,Ontario
Summary
Fraud analyst with a strong background in monitoring transactions, investigating irregularities, and improving detection rules. Partners with risk teams to refine thresholds, reduce false positives, and strengthen fraud controls. Known for clear investigation records, careful analysis of credit bureau data and OSINT sources, and steady support for operational efficiency.
Overview
18
18
years of professional experience
Work History
Fraud Analyst
Flexiti
03.2025 - 06.2026
- Identified fraudulent transactions through analysis of internal data, credit bureau reports, and OSINT tools, enhancing detection accuracy
- Collaborated with Risk Team to optimize rules and thresholds, minimizing false positives and improving detection rates
- Documented investigations and actions taken to inform process improvements and enhance operational efficiency
Customer Service Representative
Impact Automotive Auction
08.2023 - 03.2025
- Delivered personalized recommendations to enhance customer satisfaction based on preferences and purchase history
- Trained new CSRs on company policies and best practices to ensure consistent service delivery
- Escalated complex customer issues to management and pursued skill development through workshops to improve service resolution
Dispatch Manager
Classic Towing and Storage
Etobicoke, ON
11.2021 - 08.2023
- Coordinated dispatch coverage during peak periods and staff shortages to ensure timely resolution of customer service issues and equipment requests
- Motivated the team to achieve and maintain departmental service goals through targeted support and guidance
- Tracked operational activity and provided management with updates to enhance decision-making
- Recruited, interviewed, and trained new hires; developed refresher training to reinforce company standards
Membership Service Advisor
CAA
09.2020 - 01.2021
- Processed 60–80 calls per shift, assisting customers with new memberships and service requests
- Explained membership benefits, coverage details, and service options.
- Retrieved customer data and provided tailored product information; facilitated cancellation requests for customers.
- Assisted CAA members with roadside service requests and account inquiries.
- Scheduled towing and emergency service through dispatch systems.
Customer Service Representative (Part-Time)
LCBO
Toronto, ON
05.2020 - 02.2021
- Provided high-volume customer service daily, ensuring satisfaction and effective issue resolution.
- Evaluated customer needs to deliver personalized support and escalate complex issues to supervisors.
- Served customers across the LCBO retail floor with courteous product guidance.
- Processed sales transactions through point-of-sale systems and cash handling procedures.
- Verified age identification and followed LCBO responsible sales policies.
Fraud Analyst
Interac Acsys
Toronto, ON
08.2008 - 11.2019
- Monitored transactions for suspicious activity, ensuring adherence to bank security protocols
- Investigated account irregularities, reducing potential fraud risk across multiple accounts
- Cultivated client relationships through clear communication and effective issue resolution
Skills
- Fraud analysis
- Fraud Detection Techniques
- Transaction monitoring
- Credit Bureau Reporting (Equifax, TransUnion)
- OSINT Research Tools
- Risk Management Coordination
- Data Entry & Documentation
- Microsoft Office
- SAP
- Customer relationship management
- Banking operations
- Cross-functional collaboration
- Stakeholder engagement
- Banking operations
Timeline
Fraud Analyst
Flexiti
03.2025 - 06.2026
Customer Service Representative
Impact Automotive Auction
08.2023 - 03.2025
Dispatch Manager
Classic Towing and Storage
11.2021 - 08.2023
Membership Service Advisor
CAA
09.2020 - 01.2021
Customer Service Representative (Part-Time)
LCBO
05.2020 - 02.2021
Fraud Analyst
Interac Acsys
08.2008 - 11.2019