ISHITA MALHOTRA
KITCHENER,ON
Summary
Client-focused financial services professional with experience in banking operations, credit card disputes, Visa chargebacks, and customer advisory support. Proven ability to manage high-volume client interactions, apply Visa Operating Regulations, and make accurate, compliant decisions using sound judgment. Strong background in call ownership, data verification, risk mitigation, and customer relationship management.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Contact Center Representative (Disputes)
CIBC Pvt. Ltd.
11.2024 - 12.2025
- Delivered client-focused financial support for credit card disputes and application inquiries, providing trusted guidance and timely resolutions
- Took full ownership of inbound and outbound calls, ensuring professional, empathetic, and compliant client interactions
- Collected, verified, and documented customer data in accordance with Visa Operating Regulations
- Processed and supported Visa chargebacks, customer correspondence, and follow-ups to ensure accurate case resolution
- Applied Review, Secured, Duplication, Missing, and Verification rules to resolve credit card inquiries
- Referred clients to appropriate internal CIBC teams to support long-term financial success
Corporate Service Support Coordinator (Co-op)
Centerline (Windsor) Limited
01.2024 - 04.2024
- Managed phone and email inquiries while processing service transactions with accuracy and policy compliance
- Oversaw RMA procedures, ensuring timely resolution and cross-department coordination
- Utilized Epicor to open, track, and manage customer service orders
- Supported internal and external stakeholders while maintaining documentation standards and service quality
Sales Associate
Leon's Furniture
08.2023 - 11.2023
- Achieved sales targets through consultative selling, needs assessment, and relationship management
- Built and maintained a loyal client base through effective communication and follow-up
Customer Service Associate
Travclan Pvt. Ltd.
03.2022 - 04.2023
- Handled high-volume calls, customer grievances, and transaction processing
- Managed cancellations, account inquiries, and payment-related issues
- Collected customer feedback and supported service improvement initiatives
Education
Global Hospitality & Business Management (Co-op) -
Conestoga College
Waterloo, ON08.2024
Bachelor of Science in Hospitality & Hotel Administration -
Institute of Hotel Management, Pusa
New Delhi, India05.2022
Skills
- Financial Services & Banking Operations
- Visa Chargebacks & Dispute Resolution
- Visa Operating Regulations
- Call Ownership & Client Advisory
- Risk Assessment & Decision Making
- Data Collection & Verification
- Compliance & Policy Adherence
- Epicor Software
- Customer Relationship Management
- Payment Processing
- Complaint resolution
- Workload management
Certification
- Smart Serve
- Food Handler Safety
Timeline
Contact Center Representative (Disputes)
CIBC Pvt. Ltd.
11.2024 - 12.2025
Corporate Service Support Coordinator (Co-op)
Centerline (Windsor) Limited
01.2024 - 04.2024
Sales Associate
Leon's Furniture
08.2023 - 11.2023
Customer Service Associate
Travclan Pvt. Ltd.
03.2022 - 04.2023
Global Hospitality & Business Management (Co-op) -
Conestoga College
Bachelor of Science in Hospitality & Hotel Administration -
Institute of Hotel Management, Pusa