Krunal Patel
Concord,ON
Summary
Dynamic fraud investigation professional with proven success at RBC, leveraging data analysis and management skills to enhance transaction monitoring and reduce fraud incidence. Recognized for achieving operational efficiency and fostering strong customer relationships, consistently delivering results that exceed expectations while maintaining compliance and driving team performance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Fraud / Dispute Officer
RBC
North York, Canada
07.2024 - Current
- Managed fraud case portfolio, ensuring timely investigation and resolution per company policies.
- Utilized advanced analytics tools for real-time transaction monitoring, reducing fraud incidence.
- Prepared and presented comprehensive fraud analysis reports to senior management.
- Maintained accurate records of all customer account dispute activities.
- Processed chargeback requests from merchant banks following established procedures.
- Investigated and resolved customer complaints related to fraudulent activity.
- Monitored account activity for suspicious behavior indicating potential fraud or identity theft.
- De-escalated situations, resolving client issues at the first point of contact.
Fraud Analyst
Royal Bank of Canada
Toronto, Canada
02.2024 - 07.2024
- Investigated potential fraudulent transactions across multiple channels to enhance detection accuracy.
- Mitigated fraudulent activities, enabling swift recovery of funds.
- Reduced operational risks through diligent oversight, minimizing negative impacts on clients.
- Maintained quality and accuracy in daily tasks to uphold service standards.
- Balanced client experience enhancement with operational efficiency and risk management.
- Consistently achieved established benchmarks, supporting business service level agreements (SLAs).
- Implemented effective strategies to prevent fraud and mitigate associated risks.
Customer Contact Representative
LendCare
Pickering, Canada
08.2023 - 02.2024
- Managed high volumes of inbound and outbound calls to cultivate client relationships.
- Conducted outbound campaigns to promote products and services effectively.
- Maintained adherence to company policies during customer interactions.
- Actively listened to customer concerns, resolving issues promptly and escalating major ones as needed.
- Provided tailored loan solutions based on clients' individual needs.
- Exceeded service goals by 150% through application of best practices in customer service and sales.
- Demonstrated strong problem-solving skills to resolve customer issues efficiently.
- Collaborated with team members to enhance processes and elevate overall customer experience.
Customer Solution Advisor
Scotiabank
Toronto, Canada
09.2022 - 08.2023
- Engaged customers to assess needs, resolve issues, and provide product information.
- Processed transactions with accuracy and efficiency, adhering to established timelines.
- Utilized problem-solving abilities to diagnose customer issues and devise innovative solutions.
- Cultivated relationships with clients to enhance repeat business opportunities.
- Analyzed customer data for trend identification and growth potential.
- Designed a customer service survey to boost satisfaction ratings.
- Surpassed monthly sales targets through strategic lead generation and cold calling efforts.
- Exhibited strong communication skills to address customer inquiries effectively.
Manager
Circle K
Toronto, Canada
10.2017 - 08.2022
- Led a team of 14+ members to ensure effective store operations.
- Developed and executed a business development strategy, achieving 35% sales increase.
- Established processes to enhance operational efficiency by 100%.
- Collaborated with cross-functional teams to identify and pursue new sales opportunities.
- Implemented strategies to boost customer satisfaction and drive sales growth.
- Conducted performance evaluations, providing constructive feedback for team improvement.
- Analyzed sales data to uncover trends and areas for improvement.
- Identified and recruited top talent to build a motivated, high-performing team.
Education
Post-Graduate Diploma - Accounting and Finance
Seneca College of Applied Arts And Technology
Toronto, ON04.2020
BBA - Accounting and Finance
Gujarat University
03.2015
Skills
- Management skills
- Fraud investigation
- Chargeback processing
- Case management
- Data analysis
- Transaction monitoring
- Compliance awareness
- Customer relationship management
Certification
- Communicating with Confidence
- Strategic Thinking
- Excel Essential Training (Microsoft
365) (2018)
Timeline
Fraud / Dispute Officer
RBC
07.2024 - Current
Fraud Analyst
Royal Bank of Canada
02.2024 - 07.2024
Customer Contact Representative
LendCare
08.2023 - 02.2024
Customer Solution Advisor
Scotiabank
09.2022 - 08.2023
Manager
Circle K
10.2017 - 08.2022
Post-Graduate Diploma - Accounting and Finance
Seneca College of Applied Arts And Technology
BBA - Accounting and Finance
Gujarat University