Summary
Overview
Work History
Education
Skills
Timeline
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Lotaya Temple

Toronto,ON

Summary

Seasoned professional fraud Investigator with years of diverse experience, including data analytics and customer problem resolution in a banking environment. Proven track record in fraud detection & investigator, customer service, and achieving productivity goals.

Overview

8
8
years of professional experience

Work History

Loss Prevention Fraud Investigator III

TD Canada Trust
04.2018 - Current
  • Responsibilities include completing Lost Reports and itemizing fraud transactions, obtaining details for card replacement, reviewing unusual activity, and communicating with various departments within the bank
  • Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
  • Reduced fraudulent activity by implementing effective fraud detection strategies and tools.
  • Monitored account activity in real-time for early detection and swift resolution of potential issues before they escalated into significant losses for the organization.
  • Innovator with purpose as the TD voiceprint lead and ID8 lead (my idea counts)
  • Handling all aspects of claims adjusting including initial claim handling, customer contact, making payments when appropriate, dealing with customer complaints, and claim disposition and ensuring customers are made aware of final resolutions
  • Provide data analytics related to billing and fraud transactions
  • Analyze client’s problems due to fraud on their account, develop alternatives and preferred solutions
  • Follow Customer Problem Resolution process to take ownership of customer concerns and resolving customer issues at first point of contact
  • Lead a team of new hires specialist to provide exceptional customer service while following loss prevention procedures as well as providing ongoing support and guidance to the new hire and to employees on identifying fraud trends and investigating problems.
  • Conduct internal investigations between multiple departments.
  • Process fraud claims and handle claim resolution outcomes; ie declined claims
  • Enters and submits timesheets for correct biweekly paycheques.
  • Maintain department’s planned productivity goals by utilizing available tools and resources designed to enhance navigation and overall efficiency. Maintain exceptional knowledge and understanding of all procedures, products and services related to role Identify and set personal objectives to achieve goals as per scorecard
  • Responsibility to minimize risk by being compliant complying with all TDBG and Industry Codes of Conduct for the role (i.e. Authentication, KYC, AML etc.)
  • Providing assistance and information to management and colleagues in matters relating to fraud alerts and compliance
  • Resolves customer complaints in a high-quality manner and answer inquiries concerning customers frauded credit/debit card responding by phone, in person and in writing
  • Strong knowledge of products and supporting systems including Microsoft Office Suite (Word, PowerPoint,Excel,Outlook, SharePoint, Access, Teams, Prm, CIF, CPA, TSYS, Pega )

Streetcar Transit Operator

Toronto Transit Commission (TTC)
11.2021 - 12.2022
  • Improved passenger satisfaction by providing timely and efficient transit services.
  • Enhanced safety standards by conducting regular vehicle inspections and maintenance checks.
  • Achieved higher on-time performance with strict adherence to schedules and effective route planning.
  • Assisted passengers with disabilities, ensuring a comfortable and accessible travel experience.
  • Responsible for the safe and efficient operation of transit vehicles, and dealing courteously with customers as a front-line employee
  • Providing information to customers with respect to fares, service routes, schedules, short- turns, delays, diversions, emergency situations, transit policies and regulations, etc.
  • Completed and maintained safety critical medical exams that included vision, hearing, and drug and alcohol screening
  • Comply with signals and operating instructions, railroad rules and regulations
  • Oversee safe movement of streetcars
  • Monitor speed, brake, coast, and other gauges to ensure safe and on time train operations
  • Receive and transmit instructions by radio
  • Manipulate switches throughout downtown Toronto when required
  • Walk on uneven surfaces around moving equipment and mainline train traffic when parking a streetcar on the spare track in tunnels
  • Public address announcements to inform passengers of station stops, delays and special communications on the routes when needed
  • Change from using different overhead power sources; Trolly Pole to Panto, depending on which line and routes around the downtown core
  • Knowledgeable on Rail Traffic Control
  • Knowledgeable on Canadian Railway Operating rules
  • Demonstrating proper and courteous behaviour towards customers in the performance of duties
  • Responsible for treating passengers and/or employees with respect and dignity
  • Ensuring the needs of passengers and/or employees with disabilities are accommodated and/or addressed (within the area of responsibility) in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service provider and an employer

Casual Customer Service Representative /Cashier

LCBO
11.2015 - 03.2022
  • Acquired all necessary skills to work in a retail environment
  • Trained new employees on cashier requirements and wine materials throughout the store
  • Use office technology, software, and applications to pick orders and distribute products to other LCBO stores
  • Courtesy greeted customers and efficiently processed transactions within a busy fast paced environment
  • Placed uniform orders for the store employees
  • Confirm payroll entries are accurate for the timely payment of salaried employees and hourly pay employees, and also input overtime
  • Conducts parts counts, cycle counts, year-end counts, and audit warehouse to ensure accuracy of inventory
  • Operated cash register, scanner, and computer to itemize and total customer purchases; checked for applicable identification cards

Education

Associate of Science - Early Childhood Education

George Brown College
Toronto, ON
04.2015

Bachelor of Arts - Sociology

University of Windsor
Windsor, ON
07.2013

High School Diploma -

Weston Collegiate Institute
Toronto, ON
06.2010

Skills

  • Cybersecurity knowledge
  • Risk assessment
  • Financial product knowledge
  • Fraud detection
  • Money Laundering Investigations
  • Credit Card Fraud
  • Evidence collection
  • Case management
  • Asset protection
  • Conflict resolution
  • Data analysis

Timeline

Streetcar Transit Operator

Toronto Transit Commission (TTC)
11.2021 - 12.2022

Loss Prevention Fraud Investigator III

TD Canada Trust
04.2018 - Current

Casual Customer Service Representative /Cashier

LCBO
11.2015 - 03.2022

Associate of Science - Early Childhood Education

George Brown College

Bachelor of Arts - Sociology

University of Windsor

High School Diploma -

Weston Collegiate Institute

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Lotaya Temple