JOANNA WILLIAM NA
Toronto,ON
Summary
With over 7 years of experience across sales and fraud recovery, this candidate excels in driving significant outcomes in customer satisfaction and fraud reduction. Leveraging skills in trend analysis, dispute resolution, and advanced office software, they have directly contributed to sales growth and reduced 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
1
1
Certification
Work History
Senior Fraud Recovery Analyst II
J.P. MORGAN SERVICES INDIA PVT. LTD
04.2020 - 05.2023
- Leveraged cutting-edge technology and multiple verification tools to enhance fraud detection.
- Streamlined recovery process, boosting efficiency and recovery rates.
- Managed a high volume of accounts, ensuring timely follow-up and thorough documentation.
- Collaborated with cross-functional teams to optimize recovery efforts and maximize results.
- Analyzed account data to identify trends and develop targeted strategies for improvement.
- Trained new team members on company policies, procedures, and best practices in the field of recovery analysis.
- Increased client satisfaction levels by addressing concerns promptly and providing clear explanations regarding their accounts'' status during the recovery phase.
- Led fraud prevention strategies, enhancing system efficiency and boosting recovery rates.
- Drove recovery improvements, directly increasing rate of fraud case resolutions.
- Pioneered new verification methods, significantly reducing instances of fraud.
- Rigorously analyzed transactions to identify and prevent fraud, ensuring financial security.
- Transformed fraud recovery processes, establishing new benchmarks for success in the industry.
- 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 by 15% 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.
Lead Sales Executive - Construction Materials
MILAN CONSTRUCTIONS
05.2019 - 03.2020
- Build customer relationships, provide effective solutions, prioritize efficiently, and use good judgment to achieve positive outcomes.
Client Service Manager & Sales Marketing Executive
CONVERGYS INDIA SERVICES PVT. LTD
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 of Business Administration - Business Administration
CALORX TEACHERS UNIVERSITY
06.2015
12TH -
NATIONAL COLLEGE BASAVANAGUDI
07.2012
HIGH SCHOOL -
MITRALAYA GIRLS HIGH SCHOOL
04.2010
Skills
- Office software like Microsoft Office, Excel, Adobe, Google Docs
- Training Junior Team Members
- Trend Analysis
- Fraud detection techniques
- Past Due Account Management
- Dispute Resolution
- Customer Satisfaction
- Customer Inquiries
- Machine Learning
- Trained in CRM, TSYS, LexisNexis
- Transaction review
- Fraud prevention
- Fraud Detection
- Continuous Improvement
- Problem-solving abilities
- Report Writing
- Irregularity reporting
- Investigation documentation
Certification
- Best Employer of the year
- Best trainer of the year
Languages
English
Tamil
Telugu
Hindi
Kannada
Timeline
Sales Associate
SoftMoc
09.2023 - 12.2023
Senior Fraud Recovery Analyst II
J.P. MORGAN SERVICES INDIA PVT. LTD
04.2020 - 05.2023
Lead Sales Executive - Construction Materials
MILAN CONSTRUCTIONS
05.2019 - 03.2020
Client Service Representative
AMERICAN EXPRESS
07.2018 - 04.2019
Client Service Manager & Sales Marketing Executive
CONVERGYS INDIA SERVICES PVT. LTD
03.2016 - 06.2018
Post Graduate - Marketing and Entrepreneurship
Trent University
Bachelor of Business Administration - Business Administration
CALORX TEACHERS UNIVERSITY
12TH -
NATIONAL COLLEGE BASAVANAGUDI
HIGH SCHOOL -
MITRALAYA GIRLS HIGH SCHOOL
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