NIAMAT ALLAH ELMAAROUFI
Ottawa,ON
Summary
Holder of a Diploma of College Studies (DEC) in Computer Programming from a Canadian institution, I am a resultsdriven and detail-oriented professional with over two years of experience in analytical roles, specializing in fraud detection and prevention. Fluent in French, English, Arabic, and Turkish, I excel in effective communication with diverse client bases. Proven ability to develop and implement strategies, resolve complex issues, and collaborate with stakeholders to achieve organizational goals. Skilled in using advanced data analytics tools for accurate fraud detection. Committed to continuous learning and professional growth, with a strong focus on delivering exceptional customer service and maintaining regulatory compliance.
Overview
4
4
years of professional experience
1
1
Diploma in Computer programming
Work History
Bilingual Customer Service Professional - Retirement and Savings Plans
Manulife
Montreal, Canada
01.2025 - Current
- Handling retirement plan inquiries and assisting members with balance verification, withdrawals, and fund transfers
- Maintaining high service quality by meeting Key Performance Indicators (KPIs) such as response time, customer satisfaction, and accuracy
- Supporting employers in opening and managing retirement savings plans, ensuring smooth transitions from other financial institutions
- Assisting clients with online platform navigation, ensuring they can efficiently access and manage their accounts
- Provide expert guidance on retirement savings, pension plans, and insurance policies while handling 30-40 daily client inquiries
- Process withdrawals, transfers, and contributions while ensuring accuracy and regulatory compliance
- Maintain accurate client records, track transactions, and ensure seamless service delivery through MPS platforms
Bilingual Senior Fraud Analyst (Inbound)
Bank of Montreal
Ottawa, Canada
07.2024 - 12.2024
- Investigated and resolved multiple fraud types (e-transfers, cash advances, account takeovers, online fraud) for U.S
- And Canadian clients using TSYS and other advanced monitoring systems
- Coordinated with internal departments (risk management, compliance, legal) to expedite card blocking/unblocking, replacements, and account security measures
Bilingual Fraud Prevention Specialist (Outbound-Agent)
Global Payments
Sudbury, Canada
12.2022 - 05.2024
- Supported and educated clients on fraud prevention, providing legendary customer experiences in a high-volume, fast-paced call center environment
- Detailed fraudulent transactions and examined unusual activities, ensuring accurate and timely fraud detection and prevention
- Communicated with various bank departments to resolve fraud cases, block and unblock cards, and provide replacement credit cards
- Offered personalized fraud prevention advice, enhancing client security awareness
- Managed high call volumes, handling over 60 accounts per day, and delivering exceptional customer service
- Exhibited strategic empathy by adopting a cardholder-centric mindset to deliver tailored solutions and cultivate trust
- Prepared detailed fraud reports, highlighting significant trends and insights for strategic decision-making
- Stay abreast of regulatory requirements and ensure all fraud detection and prevention measures comply with relevant laws and standards
- Improved cardholders trust by promptly addressing and resolving reported instances of fraud
Customer Service Associate
Dollarama
Ottawa, Canada
09.2022 - 12.2022
- Processed customer transactions accurately using advanced cash register systems
- Conducted price verifications, preventing customer complaints and ensuring a smooth checkout experience
- Maintained a clean and organized checkout area, enhancing the shopping environment
- Provided exceptional packaging services, increasing customer satisfaction
Customer Experience Representative
SITEL Group
04.2021 - 01.2022
- Efficiently handled customer requests and transactions, managing more than 60 accounts per day to ensure prompt and professional service
- Managed and resolved customer complaints in a timely and effective manner, enhancing customer satisfaction
- Promoted the company's brand image and products while maintaining strict confidentiality and security standards
- Demonstrated comprehensive knowledge of procedures, specificities, and legal obligations related to various services
- Adhered to company policies and procedures related to security and confidentiality, safeguarding sensitive information
Education
Diploma of College Studies (DEC) - Computer Programming
COLLEGE LA CITE
OTTAWA, ON01.2024
Skills
- Inbound and Outbound Calling
- Calm and Professional Under Pressure
- Fluent Bilingualism
- Fraud Detection
- Customer Service
- Data Analysis
- Regulatory Compliance
- Problem - Solving
- Communication
- Microsoft Office Suite (Excel, Microsoft, PowerPoint)
- Cybersecurity Awareness
- SQL
- Java
- Call Management
- Internal Controls
- Multi-Task Management
Certification
- Diploma in Computer Programming, Graduated with a comprehensive understanding of various programming languages and software development methodologies.
- Corporate Training Program (TSYS), Intensive two-month program focusing on fraud detection and internal processes.
- CSS Certification, Successfully completed a specialized certification in Cascading Style Sheets (CSS).
- Google IT Support Professional Certificate (Coursera - Google, 2025), Globally recognized certificate validating expertise in troubleshooting, OS management, network configuration, and cybersecurity principles.
Training
- Corporate Training Program, Participated in a two-month intensive training program with TSYS, Global Payments, focusing on fraud detection, customer service, and internal processes.
- Corporate Training Program, Participated in a two-month intensive training program with BMO, focusing on fraud detection, risk management, customer service, and compliance with financial regulations.
- Corporate Training Program, Participated in an intensive training program with Manulife, focusing on retirement plans, pension management, customer service, and financial compliance.
Languages
- French, First Language
- English, Advanced (C1)
- Arabic, Proficient (C2)
- Turkish, Intermediate (B1)
Timeline
Bilingual Customer Service Professional - Retirement and Savings Plans
Manulife
01.2025 - Current
Bilingual Senior Fraud Analyst (Inbound)
Bank of Montreal
07.2024 - 12.2024
Bilingual Fraud Prevention Specialist (Outbound-Agent)
Global Payments
12.2022 - 05.2024
Customer Service Associate
Dollarama
09.2022 - 12.2022
Customer Experience Representative
SITEL Group
04.2021 - 01.2022
- Diploma in Computer Programming, Graduated with a comprehensive understanding of various programming languages and software development methodologies.
- Corporate Training Program (TSYS), Intensive two-month program focusing on fraud detection and internal processes.
- CSS Certification, Successfully completed a specialized certification in Cascading Style Sheets (CSS).
- Google IT Support Professional Certificate (Coursera - Google, 2025), Globally recognized certificate validating expertise in troubleshooting, OS management, network configuration, and cybersecurity principles.
Diploma of College Studies (DEC) - Computer Programming
COLLEGE LA CITE
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