Muhammed Ceesay
Regina,SK
Summary
Resourceful and analytical Fraud Analyst with a diverse professional background in technical support, customer retention, and retail operations. Former Senior Technical Support Analyst with expertise in system troubleshooting, data analysis, and fraud detection tools. Proven ability to investigate suspicious activity, assess risk, and implement preventive measures to safeguard customer data and financial assets. Skilled in resolving complex technical issues, de-escalating customer concerns, and delivering high-quality service. I bring a unique, cross-functional perspective to fraud prevention by combining technical expertise, frontline customer insight, and operational discipline.
Overview
5
5
years of professional experience
Work History
Fraud Analyst
Canadian Imperial Bank of Commerce (CIBC)
02.2024 - Current
- I specialize in identifying and preventing unauthorized credit card transactions, detecting stolen card information, and analyzing patterns to stop credit card fraud.
- I analyze large volumes of data to identify patterns, trends, and anomalies that could indicate fraudulent activities.
- I continuously monitor financial transactions, both online and offline, for any signs of suspicious activity.
- I conduct in-depth investigations to verify the authenticity of the transactions.
- I develop and implement fraud prevention strategies and security measures, which includes updating existing protocols.
- I assist customers in reporting fraudulent activities, guide them through the resolution process, and work to restore their trust in the organization.
- I ensure that the organization complies with relevant laws, regulations, and industry standards related to fraud prevention and data security.
- I analysts conduct regular tests and simulations to evaluate the effectiveness of security systems and fraud prevention measures.
Technical Support Analyst
Scotiabank
01.2023 - 07.2023
- I provided support to cooperate, commercial and small businesses on their global business payment and technical support needs on the Scotia Connect platform.
- I assist clients to make wire, payroll file delivery, EFT, ACH, IMT, and Interac e-Transfer payments on the site.
- I assist clients trace, recall, and reverse payments etc
- I interpret technical and procedure manuals for Scotia Connect clients.
- I troubleshoot any and all technical issues related to software and hardware.
- I train clients in the use of Scotia Connect website.
- I set priorities for problem resolution, monitor progress, and apply the appropriate escalation procedures.
Sr. Technical Support Analyst
Concentrix Technologies Services (Canada) Ltd.
07.2021 - 12.2022
- I served as a supervisor to our front-line advisors and act as a mediator between customers and our engineers to solve emerging technical issues.
- I gifted appeasements to customers, process payments, and serve as an official point of contact for customers dealing with extreme technical issues related to our products.
- I also troubleshoot any and all technical issues related to software and/or hardware
- I analyze, examine, and validate problem resolution processes
- I interpret technical and procedure manuals for clients.
Fresh Food Associate
Wal-Mart Canada
09.2020 - 12.2022
- I was charge of responding to consumer requests, inspecting stock consistency, unloading orders, portioning, and pricing food portions.
- I was in charge of binning, auditing, making picks, and carrying out CPVs (customer value program).
- I checked and maintained temperature controls, verified dates, and disposed lesser-quality products.
- I assisted customer to locate items in the store.
Education
Ontario College Diploma - Business
Fleming College
04.2021
High School Diploma - Commerce
Nusrat Senior Secondary School
05.2016
Skills
- Technical support
- Commercial awareness
- Excellent interpersonal skills
- Solid communication skills
- Electronic payment systems
- Case handling
- Microsoft office
- Inbound-marketing
- Email marketing
- Google Analytics
- Microsoft Outlook
- Problem Solving
- Fraud Investigation
- Critical thinking
- Analytical thinking
- Information seeking
- Complaint resolution
- Multi-line phone talent
- Time management
- Self-motivation
- Conflict management
- Troubleshooting
- Customer service
- Filling and organizing
- Ability to work under pressure
- IT User support
- Service Now
- Salesforce
- Handling payment details
- Fraud management system
- Transaction dispute management
- AS400
Languages
English
Full Professional
Timeline
Fraud Analyst
Canadian Imperial Bank of Commerce (CIBC)
02.2024 - Current
Technical Support Analyst
Scotiabank
01.2023 - 07.2023
Sr. Technical Support Analyst
Concentrix Technologies Services (Canada) Ltd.
07.2021 - 12.2022
Fresh Food Associate
Wal-Mart Canada
09.2020 - 12.2022
Ontario College Diploma - Business
Fleming College
High School Diploma - Commerce
Nusrat Senior Secondary School
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