Summary
Overview
Work History
Education
Skills
Languages
Timeline
Training
Generic

Mary Fazeli

Thornhill

Summary

Experienced Fraud Agent at CIBC with a strong record of achieving the lowest Average Handling Time (AHT) in the group and consistently high Net Service Performance (NSP). Expert in utilizing key fraud detection and management systems including PRM, COINS, TS2, and ICBS. Skilled in problem-solving, risk assessment, and regulatory compliance, with a focus on delivering accurate, timely, and high-quality outcomes. Adept at working efficiently under pressure and collaborating with teams to uphold organizational goals.

Overview

11
11
years of professional experience

Work History

Fraud agent

CIBC
10.2024 - Current
  • Maintained the lowest AHT in the group, improving productivity and response times.
  • Expert user of PRM, COINS, TS2, and ICBS platforms for fraud detection and prevention.
  • Collaborate closely with team members and management to identify and mitigate fraudulent activities.
  • Support investigative processes by analyzing transaction data and customer information.

Store Assistant Manager

Fido
03.2022 - 08.2024
  • Supported the Store Manager by training and coaching sales associates, ensuring a high standard of customer service and achieving sales targets.
  • Built and maintained positive relationships with diverse clients, exceeding sales goals and fostering customer loyalty.
  • Utilized exceptional interpersonal skills to manage complex customer interactions and resolve issues efficiently.

Sales and Customer Representative

Ashley Home Store
07.2019 - 03.2022
  • Led and motivated a sales team, implementing strategies to achieve sales targets and improve team performance.
  • Analyzed sales data to identify areas for improvement and developed action plans to enhance sales results.
  • Provided outstanding service to clients, addressing their needs and resolving concerns while maintaining strong client relationships.

Fraud Analyst

Al Hilal Bank
02.2018 - 07.2019
  • Delivered prompt and professional support to clients and colleagues, ensuring compliance with fraud prevention guidelines.
  • Assisted in the development and delivery of fraud awareness training, enhancing overall fraud prevention efforts across the organization.
  • Maintained rigorous risk management practices to safeguard client information and prevent fraud-related losses.

Senior Financial Advisor

Al Hilal Bank
01.2015 - 02.2018
  • Provided comprehensive banking solutions to clients, supporting account management and performing various financial transactions.
  • Facilitated client onboarding and offered tailored financial advice aligned with branch objectives and client needs.

Education

Bachelor of Science - Business Administration

IA
Tehran

Bachelor of Applied Science - health and safety

Toronto Metropolitan University

Skills

  • Customer service
  • Problem-solving
  • Communication
  • Digital literacy
  • Multi-tasking
  • Prioritization
  • Organization
  • Attention to detail
  • Accuracy
  • Timeliness
  • Legal and regulatory compliance
  • Empathy
  • Performance objectives
  • Adaptability
  • Teamwork
  • Customer Service Excellence
  • Problem-Solving and Conflict Resolution
  • Banking and Financial Regulations
  • Digital Literacy and Multitasking
  • Team Collaboration and Independent Work
  • Integrity and Compliance Management

Languages

English
Farsi

Timeline

Fraud agent

CIBC
10.2024 - Current

Store Assistant Manager

Fido
03.2022 - 08.2024

Sales and Customer Representative

Ashley Home Store
07.2019 - 03.2022

Fraud Analyst

Al Hilal Bank
02.2018 - 07.2019

Senior Financial Advisor

Al Hilal Bank
01.2015 - 02.2018

Bachelor of Applied Science - health and safety

Toronto Metropolitan University

Bachelor of Science - Business Administration

IA

Training

  • Introduction to Anti-Money Laundering Regulations, Alison
  • Interpretation, Multilingual
  • First Aid & CPR/AED Certificate, Coast2Coast First Aid and Aquatics

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Mary Fazeli