Kara Sorge
Kamloops,BC
Summary
Investigation professional with solid foundation in uncovering and analyzing evidence to resolve cases effectively. Known for high standard of teamwork and results-driven approach, adaptable to changing requirements. Proficient in critical thinking and problem-solving, with reputation for reliability and collaborative efforts.
Overview
21
21
years of professional experience
Work History
Investigator
BCLC
Kamloops
08.2023 - Current
- Maintained a high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
- Collected, analyzed and interpreted information and documentation associated with investigations.
- Ensured compliance with legal regulations during investigations, minimizing risk for litigation or procedural errors.
- Conducted interviews with witnesses and clients with prize claims and Casino and Lottery incidents.
- Carefully documented statements, observations, and evidentiary materials.
- Pursued continuous professional development to stay on top of latest investigative techniques and technologies.
- Managed sensitive case information with utmost discretion, ensuring confidentiality and integrity.
- Gathered facts from interviews of suspects, witnesses, and complainants.
- Documented findings and prepared detailed reports.
- Conducted thorough face-to-face interviews with clients and documented investigative findings.
- Resolved customer disputes calmly and professionally
Coordinator, Investigations Operations
BCLC
Kamloops
10.2022 - 07.2023
- Review and complete failed PlayNow registrations for Customers
- Complete ITrak duplicates requested by Casinos or Investigators
- Investigate and completed requested withdrawals for PlayNow account a customers
- Carefully recorded documents and documented information for all files
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
Customer Support Representative
BCLC
Kamloops
05.2021 - 10.2022
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.
Team Leader - Customer Support Centre
BCLC
Kamloops
03.2022 - 07.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
General Manager
McDonald's
Kamloops
05.2004 - 05.2021
- Maintained a high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
- Collected, analyzed and interpreted information and documentation associated with investigations.
- Ensured compliance with legal regulations during investigations, minimizing risk for litigation or procedural errors.
- Conducted interviews with witnesses and clients with prize claims and Casino and Lottery incidents.
- Carefully documented statements, observations, and evidentiary materials.
- Pursued continuous professional development to stay on top of latest investigative techniques and technologies.
- Managed sensitive case information with utmost discretion, ensuring confidentiality and integrity.
- Gathered facts from interviews of suspects, witnesses, and complainants.
- Documented findings and prepared detailed reports.
- Conducted thorough face-to-face interviews with clients and documented investigative findings.
- Resolved customer disputes calmly and professionally
Education
Project Management
CourseraSkills
- Case documentation
- Claims resolution
- Calm in crisis situations
- Interviewing witnesses
- Ethical and honest
- Multitasking and organization
- Customer service
- Relationship building
- Strategic planning
- Operations management
- Problem-solving
- Attention to detail
- Team collaboration
- Adaptability and flexibility
- Conflict resolution
- Recruiting and interviewing
- Effective communication
Accomplishments
Created and delivered a PlayNow Registration presentation for all Team Leaders and Customer Support agents in the Customer Support Centre. This presentation gave more in depth procedures and policy knowledge regarding how PlayNow registration processes are conducted, and reviewed FINTRAC identification requirements.
Chosen to assist eGaming Application Support team at BCLC to investigate over 200 cases with technical inquiries from Players. I reviewed all cases with specific guidelines, and reviewed concerns and technical issues from a Players perspective. With this project, we collaborated with vendors to resolve gaming errors, fixed Player concerns with their gaming experience, and reviewed case accuracy to assist with training opportunities for Customer Support agents.
Timeline
Investigator
BCLC
08.2023 - Current
Coordinator, Investigations Operations
BCLC
10.2022 - 07.2023
Team Leader - Customer Support Centre
BCLC
03.2022 - 07.2022
Customer Support Representative
BCLC
05.2021 - 10.2022
General Manager
McDonald's
05.2004 - 05.2021
Project Management