Summary
Overview
Work History
Education
Core Competencies
Timeline
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Simran Sharma

Toronto,Ontario

Summary

Accomplished Fraud Analyst adept at navigating the complex landscape of financial security with a meticulous and strategic approach. Renowned for a harmonious blend of analytical skills and a collaborative ethos, I thrive in multifaceted environments, demonstrating superior multitasking abilities and unwavering professionalism. My portfolio is enriched with a profound command of various technological tools, complemented by my exceptional communication skills and a resolute commitment to professional growth.

Overview

7
7
years of professional experience

Work History

Credit Card Fraud Analyst/Investigator

Royal Bank of Canada
Toronto
06.2022 - Current
  • Advanced Transaction Monitoring: Conducted thorough surveillance of credit card transactions utilizing sophisticated fraud detection tools, effectively identifying and mitigating fraudulent activities.
  • Specialized Training Completion: Successfully completed an in-depth 12-week training program, honing skills in digital fraud detection and dispute resolution, and mastering state-of-the-art fraud analysis technologies.
  • Exceptional Service and Efficiency Recognition: Received accolades for delivering outstanding service and maintaining high efficiency, significantly contributing to a secure and positive customer experience, even while handling multiple tasks simultaneously.
  • On-the-Job Training Expertise: Implemented practical training on-the-job, adeptly multitasking across various systems including TS2, Salesforce, WEB-Ud, SCASS, and more, demonstrating exceptional adaptability and technical proficiency.

Customer Service Specialist

Shoppers Drug Mart
TORONTO, CANADA
12.2021 - 04.2022
  • Dynamic Customer Support: Excelled in providing vibrant and informative support, keeping customers well-versed in the latest products, services, and policy updates.
  • Autonomous Complaint Resolution: Demonstrated exceptional problem-solving prowess by independently resolving customer complaints, reducing the need for managerial intervention.
  • Loyalty Program Advocacy: Articulately promoted the company's rewards programs (like PC Optimum), engaging customers with ongoing promotional events.
  • Project Team Contributions: Actively participated in project teams, driving the success of integrated services with a focus on comprehensive case management.
  • Seamless Senior Support: Provided effective backup to senior Customer Service Representatives, ensuring a smooth and uninterrupted service experience.
  • Strategic Account Management: Skillfully managed customer retail accounts, cultivating loyalty and ensuring impeccable transactional accuracy.
  • Precise System Updates: Diligently updated HYBRIS and SALESFORCE systems, maintaining accurate records of customer preferences, orders, and billing details.
  • Policy Expertise: Maintained up-to-date expertise in store policies relating to payments, returns, and exchanges, delivering prompt and precise customer service.
  • High-Volume Workload Mastery: Thrived in a fast-paced environment, adeptly managing high workloads while consistently achieving performance benchmarks.
  • Swift Complaint Resolution: Addressed customer issues with speed and efficiency, fostering a high level of satisfaction and trust.

Residential Concierge

FOREST HILL GROUP
Toronto, ON
01.2020 - 12.2021
  • Premises Monitoring: Vigilantly monitored the premises to prevent unauthorized entry and loitering, ensuring a secure environment.
  • Visitor Management: Efficiently managed visitor check-ins, ensuring a smooth and welcoming entry process.
  • Policy Adherence: Ensured strict adherence to post-pandemic city policies and regulations, upholding safety and compliance standards.
  • Amenity Booking: Coordinated the booking of amenities, facilitating resident enjoyment and convenience.
  • Repair Requests and Coordination: Handled repair requests with promptness, commissioning handyman services to ensure timely resolutions.
  • Loss Prevention: Conducted proactive loss prevention measures to safeguard property and resident assets.
  • Incident Documentation: Prepared and issued incident paperwork, maintaining thorough records for reference and accountability.
  • Complaint Resolution: Managed and reported resident complaints to the property manager, contributing to prompt and effective issue resolution.

Financial Services Representative/Fraud Agent

Sitel
TORONTO, CANADA
08.2020 - 12.2021
  • Expert Customer Inquiry Management: Skillfully navigated customer inquiries with meticulous attention and discretion, utilizing state-of-the-art CRM software to augment the quality of customer interactions.
  • Adaptive Role Transition: Exhibited a remarkable capacity for adaptability and a zealous enthusiasm for professional development by seamlessly transitioning into a Fraud Analysis role, adeptly managing a diverse array of tasks and responsibilities with finesse.
  • Cultivation of Client Relationships: Diligently nurtured and strengthened client relations, significantly bolstering brand allegiance and customer contentment through insightful, informed, and responsive service provision.

Residential Concierge

G4S Security
Toronto, ON
08.2018 - 04.2019
  • Facility Inspection: Conducted daily inspections of common areas including lobbies, hallways, stairwells, and elevators, ensuring well-maintained and safe environments.
  • Surveillance and Emergency Response: Monitored surveillance systems and responded swiftly and effectively to emergency situations.
  • Inter-Staff Communication Facilitation: Acted as a liaison, facilitating communication among building staff regarding resident issues or concerns, ensuring efficient resolution.
  • Inventory Management: Maintained a well-stocked inventory of concierge desk supplies, including forms, brochures, and promotional materials, ensuring readiness and efficiency.

Customer Service Associate

MiraTel Solutions Inc
TORONTO, CANADA
02.2018 - 04.2018
  • Lottery Description and Clarification: Articulately described lottery details to customers, ensuring thorough understanding and clarity.
  • Discrepancy Resolution: Collaboratively consulted with external parties to identify discrepancies, devising and implementing effective solutions.
  • Billing and Payment Assistance: Informed customers about billing processes, efficiently processed payments, and assisted with setting up various payment options.
  • Customer Engagement: Warmly greeted customers, introducing them to a range of company products with enthusiasm and knowledge.
  • Account Evaluation and Solution Identification: Analyzed customer account information to pinpoint current challenges, strategizing potential resolutions.
  • Proactive Customer Satisfaction: Employed forward-thinking strategies to proactively address customer needs and resolve concerns, maintaining high levels of customer satisfaction.
  • Responsive Customer Service: Attentively responded to customer requests for products, services, and company information, delivering prompt and accurate assistance.

Travel Content Writer

MOTIF INDIA LTF
AHMEDABAD, GUJARAT
08.2016 - 06.2017
  • Strategic Model Development Oversight: Spearheaded the design of strategic models for a variety of accounts, meticulously ensuring adherence to specific compliance standards, client preferences, and mission objectives.
  • Content Formatting Expertise: Skilfully formatted articles, blogs, and webpages, integrating HTML, vivid photography, and compelling infographics to enhance visual appeal and engagement.
  • Collaborative Content Creation: Collaborated with a team of adept writers and astute content marketing strategists, crafting persuasive copy aimed at augmenting clients' SEO positioning, sales momentum, and thought leadership stature.
  • Comprehensive Research and Analysis: Conducted thorough and detailed research into diverse topics, producing copy that is both lucid and factually accurate.
  • Project Scope Adherence: Diligently adhered to the project scope, meticulously outlining and following content guidelines for each initiative.
  • Exemplary Writing and Editing Skills: Applied a high level of writing, editing, and proofreading acumen to each assignment, ensuring the creation of superior content that meets the highest standards of quality and effectiveness.

Education

Post Secondary Education - Event Management

Centennial College of Applied Arts And Technology
04.2022

Violence Prevention Training -

04.2022

Sexual Violence Policy Training -

Centennial College of Applied Arts and Technology
04.2022

IASR & OHRC -

Centennial College of Applied Arts and Technology
04.2022

Core Competencies

Advanced Software Proficiency: Proficient in a diverse array of software tools, including fraud detection systems, Microsoft Office Suite (Outlook, Word, PowerPoint, Excel), and customer relationship management (CRM) platforms.

  • Analytical Acumen: Adept in conducting thorough investigations and analyses to preempt and address financial fraud.
  • Eloquent Communication: Expert in articulating complex concepts with clarity and precision in both verbal and written forms.
  • Collaborative Teamwork: An enthusiastic team player, contributing to and synergizing with team efforts for optimal outcomes.
  • Exceptional Multitasking: Proven track record of managing multiple tasks simultaneously with efficiency and accuracy, ensuring deadlines are met without compromising quality.
  • Problem Resolution: Skilled at resolving customer concerns with tactfulness, ensuring a seamless and positive customer experience.

Timeline

Credit Card Fraud Analyst/Investigator

Royal Bank of Canada
06.2022 - Current

Customer Service Specialist

Shoppers Drug Mart
12.2021 - 04.2022

Financial Services Representative/Fraud Agent

Sitel
08.2020 - 12.2021

Residential Concierge

FOREST HILL GROUP
01.2020 - 12.2021

Residential Concierge

G4S Security
08.2018 - 04.2019

Customer Service Associate

MiraTel Solutions Inc
02.2018 - 04.2018

Travel Content Writer

MOTIF INDIA LTF
08.2016 - 06.2017

Post Secondary Education - Event Management

Centennial College of Applied Arts And Technology

Violence Prevention Training -

Sexual Violence Policy Training -

Centennial College of Applied Arts and Technology

IASR & OHRC -

Centennial College of Applied Arts and Technology

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Simran Sharma