Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
JOANNA WILLIAM

JOANNA WILLIAM

Toronto,ON

Summary

With over 7 years of experience across sales and fraud recovery, I excel in driving significant outcomes in customer satisfaction and fraud reduction. Leveraging skills in trend analysis, dispute resolution and office software, to contribute to sales growth and reduce fraud-related losses. Eager to apply analytical and problem-solving abilities in a challenging environment to achieve and surpass company goals.

Overview

8
8
years of professional experience

Work History

Senior Fraud Recovery Analyst II

JP Morgan Chase & Company
05.2019 - 05.2023


  • Collaborated with cross-functional teams to optimize recovery efforts and maximize results, achieving improvements in recovery time and ensuring timely follow-up and thorough documentation for a high volume of accounts. Trained new team members on best practices in recovery analysis, contributing to increase in team efficiency.
  • Leveraged expertise in AML, Data Gathering Analysis, and Financial Regulation to enhance fraud detection processes, resulting in a 25% decrease in fraudulent activities within the first year. Utilized advanced tools for Fraud Management and Risk Control to streamline recovery processes, thereby increasing recovery rates by 25% and minimizing negative client impact.
  • Analyzed transaction data to identify trends and develop targeted strategies for fraud prevention, leading to reduction in operational risk and maintaining operational efficiency within established benchmarks. Enhanced client satisfaction levels by promptly addressing concerns and providing clear explanations regarding account status during the recovery phase, resulting in increase in client satisfaction scores.
  • Trained new team members on company policies, procedures, and best practices in the field of recovery analysis.
  • Pioneered new verification methods, significantly reducing instances of fraud.
  • Effectively resolved chargeback issues, enhancing customer trust

Client Service Representative

AMERICAN EXPRESS
07.2018 - 04.2019
  • Managed client services, ensuring satisfaction and fostering collaboration
  • Implemented innovative sales strategies, boosting telecom service sales
  • Effectively resolved chargeback issues, enhancing customer trust
  • Achieved significant reduction in customer complaints through effective problem-solving
  • Increased company revenue through strategic sales initiatives
  • Enhanced client satisfaction by 30% through innovative telecom solutions, driving sales and fostering teamwork.
  • Led a team to surpass sales targets by 25% in 2017, through strategic marketing and exceptional client service.
  • Implemented detailed client feedback systems, improving service solutions and boosting sales efficiency.

Client Service Manager & Sales Marketing Executive

Convergys, AT&T
03.2016 - 06.2018
  • Telecom services: Satisfaction, solutions, sales, collaboration.

Sales Associate

SoftMoc
09.2023 - 12.2023
  • Boosted sales and customer satisfaction by building rapport, recommending products, addressing concerns, and providing a welcoming environment.

Education

Post Graduate - Marketing and Entrepreneurship

Trent University
09.2023

Bachelor - Business Administration

CALORX TEACHERS UNIVERSITY
06.2015

Skills

  • Investigation and Documentation
  • Office software proficiency (Microsoft Office, Excel, Adobe, Google Docs)
  • Trend Analysis
  • Fraud detection techniques
  • Past Due Account Management
  • Dispute Resolution
  • Customer Inquiries
  • CRM, TSYS, LexisNexis

Accomplishments

  • Developed and implemented a fraud prevention training program for customer service representatives, leading to a 20% improvement in fraud detection skills.

Timeline

Sales Associate

SoftMoc
09.2023 - 12.2023

Senior Fraud Recovery Analyst II

JP Morgan Chase & Company
05.2019 - 05.2023

Client Service Representative

AMERICAN EXPRESS
07.2018 - 04.2019

Client Service Manager & Sales Marketing Executive

Convergys, AT&T
03.2016 - 06.2018

Post Graduate - Marketing and Entrepreneurship

Trent University

Bachelor - Business Administration

CALORX TEACHERS UNIVERSITY

Similar Profiles

CREATE PROFILE
JOANNA WILLIAM