Kim Hogan
Vancouver,BC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
28
28
years of professional experience
Work History
Hybrid Disputes/Fraud Officer
RBC Royal Bank
01.2011 - Current
- Take client calls and submit Dispute claims to Visa and MasterCard
- Listen to client's reason for calling and provide accurate information
- Report and submit Fraudulent charges
- Process necessary credits
Fraud Investigator
Rogers Communications
09.2003 - 01.2011
- Identified potential risks by conducting thorough investigations and analyzing transaction patterns.
- Improved company-wide security measures through the development and implementation of fraud training and procedures.
- Collaborated with law enforcement agencies to resolve complex fraud cases, leading to successful prosecution of offenders.
- Responded to Search Warrants and Production Orders
- Provided 24/7 Law Enforcement Support
Customer Service Representative
Rogers Communications
10.1995 - 09.2003
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Associate Certificate - Investigation And Enforcement
Justice Institute of British Columbia
New Westminster, BC01.2010
Skills
- AML Compliance
- Telephone and email etiquette
- Trained in Microsoft Office
- Dispute Resolution
- Verbal and written communication
- Attention to Detail
Accomplishments
- Supervised team of 14 staff members.
Languages
English
Native or Bilingual
French
Limited Working
Timeline
Hybrid Disputes/Fraud Officer
RBC Royal Bank
01.2011 - Current
Fraud Investigator
Rogers Communications
09.2003 - 01.2011
Customer Service Representative
Rogers Communications
10.1995 - 09.2003
Associate Certificate - Investigation And Enforcement
Justice Institute of British Columbia
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