Summary
Overview
Work History
Education
Skills
Languages
Awards & Accomplishments
Timeline
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Parama Chattopadhyay

Oshawa

Summary

Dynamic Escalation Desk Officer at CIBC with a proven track record in issue resolution and fraud detection. Achieved a 90% reduction in resolution time, enhancing client satisfaction. Skilled in regulatory compliance and effective communication, I thrive in high-pressure environments, delivering exceptional service and fostering strong client relationships.

Overview

20
20
years of professional experience

Work History

Escalation Desk Officer

CIBC
01.2022 - Current
  • Resolve complex client issues and escalations across diverse banking products (credit cards, loans, chequing/savings accounts, online banking) while ensuring an exceptional client experience.
  • Provide expert guidance to frontline representatives for difficult problems, taking full ownership of cases when first-contact resolution is not achieved.
  • Conduct thorough case investigations and transaction monitoring to identify solutions and next steps, following bank policies and card network regulations (e.g., Visa Operating Regulations) for chargebacks and disputes.
  • Reduced average issue resolution time by 90%, significantly improving operational efficiency and client satisfaction.
  • Collaborate with various internal teams (fraud, risk, operations) to facilitate swift service recovery and ensure client satisfaction.
  • Consistently meet tight deadlines and performance targets in a high-volume, high-pressure environment.

Fraud and Dispute Representative

CIBC
02.2018 - 12.2021
  • Investigated and resolved 40-45 fraud and non-fraud dispute cases per week, maintaining high accuracy and adherence to banking and regulatory requirements.
  • Analyzed credit card fraud claims to determine legitimacy, creating cases and initiating chargebacks in compliance with Visa regulations and internal policies.
  • Acted quickly on potential fraud during inbound calls (e.g., blocking compromised accounts), implementing risk mitigation measures to prevent losses.
  • Handled customer inquiries regarding credit card application status and account issues, providing prompt information and support to enhance customer satisfaction.
  • Coordinated with clients and multiple business units to find meaningful solutions for complex issues, demonstrating strong service recovery and client relationship management.
  • Prepared customer correspondence and followed up to gather documentation required for dispute investigations, ensuring timely case resolution.
  • Took complete ownership of calls in a courteous and professional manner, consistently resolving issues on the first call whenever possible.

Customer Service Representative (Collections)

Collection Group of Canada Inc.
11.2015 - 02.2018
  • Handled a high volume of collection calls with professionalism, ensuring both customer needs and business objectives were met.
  • Resolved customer account discrepancies and effectively de-escalated difficult calls, restoring customer trust through empathy and solution-focused communication.
  • Negotiated payment arrangements and settlements on outstanding debts, consistently meeting or exceeding monthly collection targets.
  • Researched billing issues and processed adjustments or credits in the system to correct account errors.
  • Prepared correspondence, reports, and documentation, maintaining accurate records of customer interactions and transactions.
  • Proactively promoted additional financial products and services to existing clients, contributing to revenue growth.
  • Adhered to strict privacy guidelines and regulations, safeguarding sensitive customer information.

Vendor Support / AP Invoice Processor

LafargeHolcim
06.2015 - 09.2015
  • Processed vendor invoices daily in the accounting system, ensuring adherence to standard operating procedures and turnaround time standards.
  • Matched invoices with purchase orders, verified pricing and terms, processed credit memos, and ensured proper coding for accurate financial records.
  • Investigated and resolved invoice and purchase order discrepancies by liaising with Procurement and vendor administration, improving payment accuracy.

Accounts Receivable Coordinator

Flextronics
10.2005 - 05.2014
  • Prepared and issued sales invoices, and processed various transactions including deposits, withdrawals, payments, and foreign currency exchanges.
  • Compiled sales and credit card transaction summaries and reconciled bank statements to maintain accurate financial records.
  • Conducted collections on overdue accounts (30+ days), resolving outstanding invoice issues and arranging payment plans.
  • Processed journal entries, monitored credit balances, and handled customer refunds, ensuring proper accounts receivable management.
  • Delivered personalized customer service and promptly resolved account inquiries or issues, maintaining strong client relationships.

Education

Business Accounting Diploma -

Niagara College
01.2002

Skills

  • Conflict resolution techniques
  • Document management
  • Microsoft office mastery
  • Research and analysis
  • Risk assessment
  • Customer service

Languages

English
Full Professional

Awards & Accomplishments

  • Recognized for reducing average issue resolution time by 90%, significantly improving operational efficiency and client satisfaction.
  • Awarded multiple "Moment Makers" award at CIBC

Timeline

Escalation Desk Officer

CIBC
01.2022 - Current

Fraud and Dispute Representative

CIBC
02.2018 - 12.2021

Customer Service Representative (Collections)

Collection Group of Canada Inc.
11.2015 - 02.2018

Vendor Support / AP Invoice Processor

LafargeHolcim
06.2015 - 09.2015

Accounts Receivable Coordinator

Flextronics
10.2005 - 05.2014

Business Accounting Diploma -

Niagara College

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Parama Chattopadhyay