Nimo Aden
Scarborough,ON
Summary
Customer-focused professional with experience enhancing airline operations through de-escalating customer issues,enchancing customer experiences and satifaction and uniting teams to deliver exceptional service. Looking to take next career step in customer service and leadership with Air Canada committed to elevating customer travel experiences
Overview
17
17
years of professional experience
Work History
Cabin Service and Cleaning Attendant
Air Canada
04.2023 - Current
- Equip the aircraft cabin for flight with cabin servicing supplies
- Clean and review the interiors of aircraft
- Vacuum the floor, clean surfaces and replace headrests
- Refill seat pockets with magazines and safety information
Dispute Advisor & Fraud Analyst
Scotiabank
10.2020 - 08.2022
- Reviewed and investigated Unusual Transaction Reports (UTR) to determine potential money laundering, terrorist financing and economic sanctions related risk indicators
- Filed STRs to FINTRAC when required and provided recommendation to management on client life-cycle decisions
- Work with Regulatory Compliance to effectively manage risk, and strengthen internal controls and support on AML/ATF related activities
- Detected and prevented various streams of fraud losses involving credit and debit cards
- Implemented cheque tracking procedure ensuring the detection of fraudulent and counterfeit cheque
- Ensured highest level of compliance while putting customer experience first
- Inquisitive nature
- Keen to challenge the status quo and seek better ways to do things, with a strong commitment to learning
- Assists with continuous improvement of programs, processes, policies and tools to meet regulatory/compliance requirements, industry best practices and/or achieve organizational goals.
Several fraud investigation positions
Cibc
09.2007 - 01.2020
- Responsible for alert and transactions triage and adjudication across business lines to identify and report potential money laundering, terrorist financing and economic sanctions related risk indicators, including assisting STR filings
- Liaised closely with 1st LoD to obtain necessary client information required for Enhanced Due Diligence (EDD) and Customer Due Diligence (CDD), including ATO credit cards on the accounts to reduce the further loss to the Financial sector by eliminating cash flow for both parties involved
- Received regular training on money laundering, terrorist financing, and economic sanctions regulation, industry best practice and developing trends.
Fraud Analyst
Cibc
06.2012 - 01.2013
- Reviewed and researched potentially suspicious transactions or attempted transactions to determine legitimacy
- Developed industry understanding of criminal trends for corporate expertise
- Utilized sophisticated neural network fraud detection software; review all authorizations for potential fraudulent occurrences
- Created detailed fraud reports by outlining all disputed transactions, including brief notes, to assist Fraud Claims
- Resolved client's complaints and problems where clear application of existing practices or processes may not be readily available
- Conducted independent interviews of clients, in person and by phone, as well as site visits as required ascertaining information related to the cardholders' fraudulent application.
Fraud Response Analyst
Cibc
09.2007 - 06.2012
- Created detailed fraud reports to assist Fraud Claims Specialists with investigations through various company specific information systems (TS2, OST, AS400, Falcon, Chordiant, COINS, ECIF)
- Updated and completed customer service and fraud related queues
- Created investigation package for fraud/collection queue analyst
- Ensured new procedures are communicated and documented for the Fraud Support Unit.
Education
Bachelor of Science - Global Health
York University
Toronto, ONSkills
- Dedicated, enthusiastic and results-oriented professional with extensive experience within the financial service industry
- Detail-oriented individual with analytic and problem-solving skills
- Strong working knowledge of MS Suite (Excel, Word, Outlook and PowerPoint), Access, and the use of advanced Excel
- Manage all incoming calls from the IFS Absence Reporting Call Center with empathy, care and professionalism
- Execute absenteeism management plans as required, ensuring policy compliance and adherence to crew attendance programs across all IFS Bases
- Able to influence, convince and create mutually acceptable solutions in the context of conflicts
- Extract daily absenteeism reports from PeopleSoft to identify patterned absenteeism, travel while on book off status, sick time allocation, and other related reports
- Efficient & effective Proven organization & ability to manage multiple monitoring & testing priorities and meet deadlines Data skilled & analytically savvy
- Contact newly hired employees who book off for the first time and offer guidance as needed
- Keep a comprehensive record of all book-on and book-off calls, ensuring proper documentation and adherence to relevant policies
- Provide daily statistics and other requested information to the IFS crew productivity and operations management
Timeline
Cabin Service and Cleaning Attendant
Air Canada
04.2023 - Current
Dispute Advisor & Fraud Analyst
Scotiabank
10.2020 - 08.2022
Fraud Analyst
Cibc
06.2012 - 01.2013
Several fraud investigation positions
Cibc
09.2007 - 01.2020
Fraud Response Analyst
Cibc
09.2007 - 06.2012
Bachelor of Science - Global Health
York University
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