Sarah Cooper
Ajax
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
Senior Fraud Analyst
Scotiabank
08.2022 - Current
- Implemented internal controls to maintain integrity and accuracy of financial records.
- Conducted comprehensive fraud risk assessments, identifying potential vulnerabilities and recommending appropriate mitigation measures.
- Developed and implemented procedures to detect and prevent fraud.
- Increased customer satisfaction by resolving fraud inquiries promptly and providing clear communication throughout the process.
- Evaluated customer data to identify and prevent fraudulent activities.
- Proved successful working within tight deadlines and a fast-paced environment.
- Proven ability to learn quickly and adapt to new situations.
- Optimized system performance by conducting regular reviews of rules, filters, and thresholds in the company's fraud detection platform.
- Managed approximately 30 days a day
Customer Service Representative
National Money Mart
08.2011 - 11.2019
- Exhibited high energy and professionalism when dealing with clients and staff.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Handled large volume of customers on a daily basis with a sense of calm and good work ethics
Customer Service Representative
Ethical Solutions Providers
11.2008 - 07.2010
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Increased efficiency and team productivity by promoting operational best practices.
Education
High School Diploma -
Monarch Park Collegiate Institute
Toronto, ONSkills
- Case Management
- Fraud Reporting
- Effective Communication
- Fraud Training
- Fraud Best Practices
- Financial crimes
- Fraud Schemes Identification
- Quality Assurance
- Troubleshooting
- Attention to Detail
Languages
English
Full Professional
Timeline
Senior Fraud Analyst
Scotiabank
08.2022 - Current
Customer Service Representative
National Money Mart
08.2011 - 11.2019
Customer Service Representative
Ethical Solutions Providers
11.2008 - 07.2010
High School Diploma -
Monarch Park Collegiate Institute