Mary Simchison
Associate Director
Hamilton,Ontario
Summary
An accomplished Operations Manager with experience in directing complex, high touch investigations pertaining to Consumer Credit Reporting cases. Versatile and adaptable with good analysis skills, and ability to execute and deliver results. A dynamic, initiative-taking professional offering exceptional foresight and abilities in the following areas: Designed and developed TransUnion’s Fraud Department in 1997 Consumer Reporting Case Management & Vendor Leadership Member of International Association of Financial Crime Investigators (IAFCI) Operational Management Project Management & Strategic Planning Staff Development, Coaching & Training Networking & Public Speaking Collaboration with the Credit Reporting Industry Consultant & Technical Advisor Organizational Policy & Procedure Development
Overview
34
34
years of professional experience
Work History
Associate Director, Client, and Member Support
Teladoc Health Canada
01.2021 - Current
Operations Manager, Special Investigations & Mail Department
TransUnion Canada
01.2018 - 11.2020
Account Executive Manager, Mid-Market Sales
TransUnion Canada
01.2018 - 12.2018
- Provided support and assistance to the VP of Sales and Director
- Offering product support
- Assist the Mid-Market Sales Reps in boarding new clients, UAT testing right through to production
- Salesforce management
Account Manager, Insurance Sales
TransUnion Canada
01.2017 - 12.2017
- Help to manage day to day activity for the vertical
- Assist the Director of Insurance Sales with customer support
- Assisting existing customers with troubleshooting issues
- Ensuring that customer experience through the product launches is successful
- Reviewing the pipeline to ensure financials are being tracked accordingly
Operations Manager, Consumer Solutions/Membership/Sales Support
TransUnion Canada
01.2015 - 01.2017
Contact Manager, Fraud & Mail Department
TransUnion Canada
01.2012 - 01.2015
- Assist victims of credit fraud victims restore their credit report
- Managed the reduction of risks within Fraud for consumers
- Attended conferences on Fraud to improve knowledge and shared with others to mitigate risks among businesses and consumers
- Collaborated with industry leaders pertaining to Fraud issues/solutions
- Provided expertise with affiliated offices throughout Canada on various fraud procedures
- Active member and speaker in Industry affiliated organizations and associations
- Participated in the development of fraud automated processes
- Developed Membership screening and automated fraud warning processes
- Conducted surveys, presentations and debriefing on fraud internally and externally
- Owned and managed SLA agreements ensuring department meets compliance standards
- Conducted daily / monthly coaching sessions among team members
- Key contact on Fraud matters between TransUnion offices and other 'companies' national & internationally
- Developed fraud products and solutions for customers
- Created, organized, and maintained fraud and mail standard operating procedures and process flows and documentation control process
- Managed performance of TransUnion Fraud Investigation team and maintained high performance standards through employee development and performance appraisal system
- Assisted in the development of TransUnion’s Fraud website
- Provided timely and accurate reports on statistics and service levels
- Monitored quality assurance levels to ensure compliance standards within framework
- Developed industry compromise solutions
- Met weekly with Legal / Compliance teams to discuss issues / concerns pertaining to Fraud
- Worked and provided training with 3rd Party vendors
Team Leader – Auditing Department
TransUnion Canada
01.2009 - 01.2012
- Managed day to day operations of department
- Oversee Auditing procedures and practices of an outsource call center and in-house departments
- Developed and monitored quality assurance monitoring
- Problem solving score dispute issues
- Conducted calibrations of calls
- Dispute advisor / Monitored and ensured compliance within department
- Developed and improved monitoring system
- Conducted Daily / Monthly coaching sessions
- Managed performance review among subordinates
- Monitored quality assurance levels/provided statistical and attendance Reporting
Team Leader – Maintenance
TransUnion Canada
01.1998 - 01.2009
- Offered the opportunity to manage the company’s Maintenance Department as well as oversee the Fraud Department
- Lead directed and supported associates in various questions that are asked regarding policies and procedures
- Maintained service level agreements for customers
- Performed Quality auditing reviews
- Provided daily/monthly coaching to associates to assist them in achieving standards
- Developed and organized procedural manual and process flows
Credit Investigator
TransUnion Canada
01.1995 - 01.1997
- Investigated consumer credit disputes
- Maintained 97% in Quality Control
- Maintaining a department quota
- Attended and participated in group meetings
- Excellent communication skills with customers
Mail Department
TransUnion Canada
01.1994 - 01.1995
- Processed all incoming consumer relations’ mail
- Assisted with all consumer walk-ins at the counter
- Excellent critical thinking skills
- Assisted other departments as needed
Administrative Assistance
TransUnion Canada
01.1992 - 01.1994
- Maintained filing system and statistical reports
- Managed various administration duties
- Assisted with telephone inquiries
- Provided customer service
- Possessed computer and analytical skills
On-Line Operator
TransUnion Canada
01.1991 - 01.1992
- Provided Customer Service
- Performed Data Entry tasks
- Conducted File maintenance and quality control
Education
Business Administration - 3-year Diploma
Mohawk College of Applied Arts & Technology
Personal Support Worker Diploma - Alzheimer's Dementia Care, Stroke Awareness and Palliative Care
Skills
- Designed and developed TransUnion’s Fraud Department in 1997
- Consumer Reporting Case Management & Vendor Leadership
- Member of International Association of Financial Crime Investigators (IAFCI)
- Operational Management
- Project Management & Strategic Planning
- Staff Development, Coaching & Training
- Networking & Public Speaking
- Collaboration with the Credit Reporting Industry
- Consultant & Technical Advisor
- Organizational Policy & Procedure Development
https://www.linkedin.com/in/mary-simchison-66a74717/
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Associate Director, Client, and Member Support
Teladoc Health Canada
01.2021 - Current
Operations Manager, Special Investigations & Mail Department
TransUnion Canada
01.2018 - 11.2020
Account Executive Manager, Mid-Market Sales
TransUnion Canada
01.2018 - 12.2018
Account Manager, Insurance Sales
TransUnion Canada
01.2017 - 12.2017
Operations Manager, Consumer Solutions/Membership/Sales Support
TransUnion Canada
01.2015 - 01.2017
Contact Manager, Fraud & Mail Department
TransUnion Canada
01.2012 - 01.2015
Team Leader – Auditing Department
TransUnion Canada
01.2009 - 01.2012
Team Leader – Maintenance
TransUnion Canada
01.1998 - 01.2009
Credit Investigator
TransUnion Canada
01.1995 - 01.1997
Mail Department
TransUnion Canada
01.1994 - 01.1995
Administrative Assistance
TransUnion Canada
01.1992 - 01.1994
On-Line Operator
TransUnion Canada
01.1991 - 01.1992
Business Administration - 3-year Diploma
Mohawk College of Applied Arts & Technology
Personal Support Worker Diploma - Alzheimer's Dementia Care, Stroke Awareness and Palliative Care
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