Isabella Familia-Brown
Brantford,ON
Summary
Independent self-starter with a high level of initiative and a proactive approach. Ability to exercise appropriate judgement and discretion, especially when handling confidential information. Extremely organized, excellent attention to detail and follow-through. A team player with strong interpersonal and communication skills and the ability to work as part of a team.
Overview
8
8
years of professional experience
Work History
Specialty Fraud Agent II
TD Bank Financial Group
01.2023 - Current
- Use critical thinking to break down problems, evaluate solutions, and make decisions.
- Engage in analytical interpretation to assist in case decision making.
- Collaborate with team members to discuss fraud trends and brainstorm methods to combat this type of activity.
- Contact customers directly to notify of fraudulent activity and minimize impacts.
- Proactively cancel wire payments deemed to be high risk and suspicious
- Develop and maintain courteous and effective working relationships.
- Escalate and engage with other lines of businesses to work collaboratively on fraud cases and trends.
- Raise concerns to appropriate team/individual based on chain of command for clarification or interpretation
- Review wire cases and individual transactions which appear suspicious to uncover possible fraudulent activity.
Global Security Analyst I
TD Bank Financial Group | Corporate Defense
07.2022 - 01.2023
- Perform security patrols on designated executive floors and other areas within the TD Centre
- Ability to manage time, prioritize tasks, and work with minimal supervision
- Ability to multi-task and work effectively with a team and work autonomously.
- Perform access control management duties including keeping track of who is accessing the floor and dealing with exceptions
- Answering phones and redirecting inquiries as required – including managing and promptly responding to all incoming inquiries for information of any nature including customer and employee related questions.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Established company-wide security best practices and protocols to mitigate risk of data breach.
- Monitored video surveillance feed and system alerts for suspicious activity.
- Provided safety reports and data analysis to building managers to inform security processes.
- Performed risk analyses to identify appropriate security countermeasures.
- Also referred to as Executive Concierges in appropriate settings
Personal Banking Associate
TD Canada Trust
08.2021 - 07.2022
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Provided advice on different bank products and financial options.
- Balanced teller drawers and ATM cash.
- Managed escalated phone calls by applying conflict resolution skills and extensive knowledge of bank policies, products, and services.
- Evaluated client financial positions and identified the most appropriate banking products.
- Trained and mentored junior banking staff to maximize performance, efficiency, and compliance.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Opened, closed, and updated accounts for customers.
- Managed over 30 calls per day, incoming and outbound.
Easyline Representative | Contract Role
TD Canada Trust
03.2020 - 09.2020
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on company systems, form completion and access to services.
- Resolved concerns with products or services to help with retention and drive sales.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Customer Service Representative
TD Canada Trust
10.2018 - 08.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat business and improved sales.
Shift Supervisor
Tim Hortons Restaurants
08.2016 - 08.2018
- Helping to build a positive work environment by promoting teamwork
- Cleaning and sanitizing food preparation machines
- Preparing food products for customers
- Preparing and serving hot and cold drinks
- Working Drive-Thru
- Conducting customer transactions in a timely manner
- Restocking on overnight shifts
- Baking/preparing food items
- Leading team through daily tasks effectively
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Helped store management meet standards of service and quality in daily operations.
- Prepared, calibrated, and monitored production machinery to maintain optimal production levels and consistently achieve daily targets.
Legal Administrative Assistant
Breithaupt Law
01.2016 - 06.2016
- Screened phone calls to effectively handle less important inquiries and keep senior staff free for more important matters.
- Maintained organized office and case-specific paper and digital files for easy tracking and retrieval.
- Kept office efficient and organized by managing tasks such as supply restocking and general upkeep without oversight.
- Prepared drafts of forms, letters and agreements for legal staff use.
Education
Bachelor of Arts degree - Criminology, Policing Minor
Wilfrid Laurier University
Brantford, Ontario 04.2022
High School Diploma -
Resurrection Catholic Secondary School
Kitchener, Ontario 06.2017
High School Diploma -
St. Mary’s High School
Kitchener, Ontario 12.2016
Skills
- Knowledge of Financial Institution Policies and Procedures
- Critical Thinking
- Ability to Learn Quickly
- Strong Leadership Abilities
- Can work Efficiently Under Pressure
- Security Analysis and Protection
- Fraud Investigation
- Loss Mitigation
- Communications Strategies
- Internal Fraud
- Fraud Prevention and Detection
- Interview Skills
Accomplishments
- Assisted management to receive a more efficient front line team of staff through effectively helping with training, reference tools and procedures.
- Successfully completed the Royal Canadian Air Cadet program along with several successful training courses and testing.
- Dean’s Honor Roll at Wilfrid Laurier University
- Ensure the protection of high value clients and employees of TD
- Golden Catch (fraud), Wires Fraud Detection
- Most Valuable Employee, Wires Fraud Detection
Timeline
Specialty Fraud Agent II
TD Bank Financial Group
01.2023 - Current
Global Security Analyst I
TD Bank Financial Group | Corporate Defense
07.2022 - 01.2023
Personal Banking Associate
TD Canada Trust
08.2021 - 07.2022
Easyline Representative | Contract Role
TD Canada Trust
03.2020 - 09.2020
Customer Service Representative
TD Canada Trust
10.2018 - 08.2021
Shift Supervisor
Tim Hortons Restaurants
08.2016 - 08.2018
Legal Administrative Assistant
Breithaupt Law
01.2016 - 06.2016
Bachelor of Arts degree - Criminology, Policing Minor
Wilfrid Laurier University
High School Diploma -
Resurrection Catholic Secondary School
High School Diploma -
St. Mary’s High School
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