MONISHA BABBAR
Ontario
Summary
Multi-talented Support Specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing years of experience in customer service. Hardworking support leader experienced in field and ready for challenging assignments. Reliable in completing quality work and exceeding expectations. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Support Leader
CIBC Canadian Imperial Bank of Commerce
06.2022 - 12.2024
- Helping agents and clients to Identify and mitigate fraud and initiating fraud cases to submit on visa and Mastercard's
- Provide agents coaching for any opportunity to make sure that procedure should be followed for any fraud or non-fraud scenario
- Analyzing the non-fraudulent disputes and creating a dispute with an appropriate visa category
- Making outbound calls to clients for feedback of agents
- Go beyond extra mile to help agents for valuable clients in despite of unfavourable situation
- Assigned tasks to employees while supervising daily operations and task completion
- Drove customer escalations to resolution by engaging directly with clients
Dispute and Credit Representative
CIBC Canadian Imperial Bank of Commerce
06.2021 - 06.2022
- Responsible for handling of dispute / chargeback inquiries from customers and business partners through multiple channels including inbound calls, web applications and written correspondence
- Attention to detail in probing, documenting and loading cases into dispute system
- Reviewed company portfolio of clients to flag delinquent accounts and identify high-performing accounts to target for future advertising and promotions
- Reviewed customer financial data to ascertain level of risk involved for extending credit
- Developed comprehensive understanding of financial statements, enhancing opportunities to assess risk
- Developed debt collection protocols applicable to delinquent accounts, defining timelines for courtesy calls and referral of problem accounts to debt collectors
Cashier/Customer Service
Walmart
05.2020 - 05.2021
- Handled cash, check, and card transactions with consistent attention to detail and maintained balanced drawer
- Went beyond basic job requirements to help guests with limited mobility or understanding of store technical systems
- Placed customer merchandise orders to fulfill requests and resolve service issues
- Stayed on top of policy changes and promotions to better serve customers with current information
Cashier
Carlo's No Frills
04.2020 - 09.2020
- Processed cash register transactions by inputting product costs and giving back change
- Counted money in cash drawers at the start of each shift and balanced drawer at the end of each shift
- Processed checks, debit and credit cards, EBTs, WIC checks, refunds, product coupons, and gift certificates
- Adhered to all cash handling policies and procedures
Office Administrator
RK Enterprises
07.2018 - 08.2019
- Answered phone calls and correspondence and preparing service requests to assist customers
- Maintained database of current customers, updated data, and purged system of inactive account information
- Conducted administrative support tasks, including assisting with pay records, invoices, balance sheets, and correspondences
- Received, screened, managed, and directed all incoming telephone calls
Education
Post Graduate Diploma - Business General
Mohawk College
Hamilton, Ontario05.2021
Diploma - Computer Applications
SimmyCat Computer Academy
Ludhiana, Punjab07.2019
Kasauli International Public School
Kasauli, Himachal Pradesh05.2018
Skills
- Credit analysis
- Supervision
- Proficient in software
- Banking regulations
- Data Management
- Multitasking
- Customer service
- Problem resolution
- Troubleshooting
- Microsoft Office
Languages
Timeline
Support Leader
CIBC Canadian Imperial Bank of Commerce
06.2022 - 12.2024
Dispute and Credit Representative
CIBC Canadian Imperial Bank of Commerce
06.2021 - 06.2022
Cashier/Customer Service
Walmart
05.2020 - 05.2021
Cashier
Carlo's No Frills
04.2020 - 09.2020
Office Administrator
RK Enterprises
07.2018 - 08.2019
Diploma - Computer Applications
SimmyCat Computer Academy
Kasauli International Public School
Post Graduate Diploma - Business General
Mohawk College
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