Summary
Overview
Work History
Skills
Languages
Reference
Timeline
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Marlene Gazalian

Toronto,ON

Summary

I seek a progressive and challenging position to enhance my abilities, skills, and experience. With over 30 years in customer service and administration, I excel at managing multiple priorities and identifying areas for operational improvement. My strong analytical and research skills enable effective decision-making and corrective actions. I have demonstrated leadership through training and delegation and am proficient in Microsoft Office and specialized systems like COINS, BCCLASS, and ENVOY. Eager to learn new skills, I am open to further training and receptive to feedback and direction.

Overview

30
30
years of professional experience

Work History

Bilingual Analyst Business Monitoring

CIBC Imperial Service
11.2008 - Current
  • Identified and investigated suspected fraudulent activities using in-depth knowledge of risk management policies and procedures.
    Collaborated with CIBC partners to conduct thorough investigations and determine resolutions, escalating cases when necessary.
  • Provided effective customer service via email and telephone, ensuring client files were maintained within SLA.
    Captured detailed information, documented actions taken, and updated relevant databases to ensure accurate record-keeping.
  • Conducted quality assurance reviews for front-line lenders and overrides, ensuring all loans and PLCs met CIBC guidelines and procedures before disbursement.

Senior Credit Services Control Specialist

CIBC Imperial Service
04.2004 - 11.2008
  • Conducted thorough verification of customer information for all outbound and inbound calls.
  • Reviewed and assessed both secured and unsecured files, adhering to verification rules in collaboration with credit bureaus.
  • Analyzed and interpreted customer inquiries to establish clear objectives and provide accurate solutions.
  • Addressed customer questions and concerns, performing identity checks and investigating to resolve issues efficiently.
  • Ensured timely contact with all past-due clients via email, phone, and letters to inform them of their account status.
  • Assisted in special investigations related to collection accounts, contributing to the resolution of complex cases.

Merchant Services Commercial Cards—Collection

CIBC Imperial Service
01.1994 - 04.2004
  • Escalated issues related to application assessments from both internal and external customers.
  • Responded promptly to corporate customer emails via the mailbox, ensuring timely communication.
  • Investigated CIBC account payments in suspense, taking appropriate actions to expedite liquidations in accordance with guidelines.
  • Performed special assignments as delegated by the manager and tracked volume metrics.
  • Identified, investigated, and escalated complex issues to CIBC’s legal department for further analysis, especially in cases of potential conflict or sensitivity.
  • Utilized computer applications to effectively update and maintain the bank’s database.
  • Monitored client account listings to ensure timely execution of payments.
  • Provided translation services, assisting colleagues with French demands in both written and verbal communication.

Skills

  • Risk Mitigation
  • Continuous Improvement
  • Information Gathering
  • Analytical Support
  • Teamwork and Partnering
  • File Management
  • Quality Assurance
  • Data Processing
  • Deadline Adherence
  • Evidence-Based Decision Making
  • Time Management

Languages

English
Native/ Bilingual
French
Native/ Bilingual
Armenian
Native/ Bilingual

Reference

Upon request

Timeline

Bilingual Analyst Business Monitoring

CIBC Imperial Service
11.2008 - Current

Senior Credit Services Control Specialist

CIBC Imperial Service
04.2004 - 11.2008

Merchant Services Commercial Cards—Collection

CIBC Imperial Service
01.1994 - 04.2004

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Marlene Gazalian