Melanie Hajjage
Summary
Adept at data analysis and fraud prevention, I significantly reduced fraud losses at Rogers Communications. My keen analytical skills and effective communication fostered both team cohesion and exceptional customer service, exceeding performance targets and enhancing customer satisfaction through personalized solutions.
Overview
11
11
years of professional experience
Work History
Bilingual Fraud Analyst
Rogers Communications
07.2023 - Current
- Evaluated customer data to identify and prevent fraudulent activities.
- Conducted thorough investigations into suspicious account activity, leading to identification and mitigation of potential fraud.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
- Consistently exceeded performance targets by demonstrating keen attention to detail and exceptional analytical skills in identifying fraudulent patterns.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
Retention Customer Service Representative
Rogers Communications
04.2019 - 06.2023
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered accurate information regarding billing inquiries and assisted in resolving discrepancies quickly.
- Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
- Fostered a positive work environment by contributing constructive input during meetings and participating in team-building activities.
Agent D’indemnisation
CNESST
01.2017 - 02.2019
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Informed clients of policies and procedures.
- Gathering information from claimants, doctors, and psychologist to come to a decision on a case.
- Receptionist for clients wishing to deposit claims, pay debts.
Deli Clerk
Metro Grocery Store
01.2014 - 04.2016
- Greeted customers at counter to fulfill requests and answer questions.
- Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
- Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
Education
High School Diploma -
Dawson College
Montreal, None07-2016
Skills
- Fraud prevention
- Loss prevention
- Fraud detection
- Verbal and written communication
- Teamwork and collaboration
- Time management
Languages
French
Native or Bilingual
English
Native or Bilingual
Timeline
Bilingual Fraud Analyst
Rogers Communications
07.2023 - Current
Retention Customer Service Representative
Rogers Communications
04.2019 - 06.2023
Agent D’indemnisation
CNESST
01.2017 - 02.2019
Deli Clerk
Metro Grocery Store
01.2014 - 04.2016
High School Diploma -
Dawson College
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