Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Timeline
Generic
SONA JOYSON

SONA JOYSON

Learning Consultant
Toronto,ON

Summary

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Change-ready professional with 6+ years of experience in financial services, fraud operations, and compliance, with expertise in leading system transitions, coaching cross-border teams, and supporting business transformation. Strong background in stakeholder management, change communication, process redesign, and policy implementation. Experienced in cross-functional collaboration, risk mitigation, and driving operational change across diverse teams. Adept at aligning business needs with transformation goals. Preparing for formal education in change management and strategic HR.

Overview

9
9
years of professional experience
5
5
Certifications
3
3
Languages

Work History

Fraud Prevention Analyst

RBC Royal Bank
Toronto, Ontario
04.2025 - Current
  • Evaluated the effectiveness of current anti-fraud controls, identifying and implementing improvements that reduced fraud incidents by 25% over a 6-month period.
  • Initiated proactive fraud prevention measures by conducting background checks on 100+ potential clients monthly, resulting in the identification and rejection of 5–10 high-risk profiles per month.
  • Enhanced information security by leading quarterly audits of user access controls and system settings, reducing unauthorized access incidents by 30% year-over-year.
  • Demonstrated adaptability by integrating insights from over 50 industry updates and regulatory changes annually, leading to the timely revision of fraud mitigation strategies.
  • Boosted customer confidence and loyalty by successfully resolving 10+ high-profile fraud cases, contributing to a 15% improvement in customer retention over 12 months.
  • Conducted monthly policy reviews to ensure compliance with evolving regulations and best practices, resulting in 100% audit pass rates and mitigating regulatory risk.

Learning Consultant

RBC Royal Bank
Toronto, Ontario
04.2023 - 04.2025
  • Fostered relationships with 10+ key stakeholders, including HR partners and department managers, leading to a 25% improvement in identifying and addressing organizational learning needs.
  • Achieved 95%+ positive feedback on post-training surveys by delivering well-structured content and ensuring high-quality curriculum development and execution.
  • Collaborated with 15+ subject matter experts across departments to develop and maintain 100% accurate, up-to-date training content, aligned with industry standards.
  • Identified skill gaps across 5 functional areas, recommending targeted learning interventions that resulted in a 20% increase in employee performance metrics over 6 months.
  • Mentored 30+ learners, providing career guidance and access to relevant learning resources, which contributed to a 15% improvement in internal mobility and promotion rates.
  • Delivered over 50 training sessions annually, using interactive methods and multimedia formats, leading to a 30% increase in knowledge retention rates as reported in follow-up assessments.
  • Improved curriculum effectiveness by 20%, as measured by learner performance and feedback, through active contributions to content review and revision based on performance analytics.

Fraud Analyst

Royal Bank of Canada
Toronto, Ontario
10.2022 - 04.2023
  • Engaged with over 100 RBC clients per week across phone, email, and digital platforms, contributing to a 96% client satisfaction rate and strengthening client fraud protection.
  • Handled 60+ complex fraud cases monthly, conducting high-quality investigations that led to the prevention or recovery of over $750,000 in fraud losses annually.
  • Advised and educated 500+ clients annually on immediate and long-term security measures, resulting in a 35% decrease in repeat fraud incidents among advised clients.
  • Resolved 85–90% of client issues at the first point of contact, improving resolution speed and enhancing the overall client experience.
  • Supported team performance, helping boost fraud case resolution rates by 25%, and contributed to the development of 3 new investigative methods adopted by the team.
  • Collaborated with 10+ internal partners, law enforcement agencies, and financial institutions, contributing to multi-agency investigations that improved fraud tracking and prevention efforts.
  • Ensured 100% compliance with internal risk and control protocols, minimizing regulatory exposure and protecting both client and shareholder interests.
  • Cross-trained in the Disputes Department, gaining end-to-end fraud resolution insight and increasing resolution accuracy and turnaround time by 20%.
  • Led or supported 15+ impersonation and identity fraud cases, showcasing a proactive and passionate approach to fraud detection and client protection.
  • Delivered quarterly fraud awareness training to staff, increasing team vigilance and improving early fraud detection rates by 30%

Banking Advisor

Royal Bank of Canada
Toronto, Ontario
10.2021 - 10.2022
  • Proactively engaged with 100+ clients weekly, both in-branch and in the community, identifying financial needs and uncovering 15–20 sales and referral opportunities per month.
  • Educated clients on RBC’s digital banking tools, delivering 40+ technology demos monthly, which increased digital adoption by 35% and enhanced client satisfaction.
  • Cross-trained in RBC’s Asynchronous Chat Support Team, efficiently managing 50+ digital inquiries weekly with a 98% satisfaction rating.
  • Mentored 5+ junior team members, resolving barriers and leading by example, which contributed to a 20% improvement in onboarding speed and confidence.
  • Handled 200+ client-initiated contacts monthly, providing end-to-end support across transactions, account management, and product education.
  • Actively listened and tailored financial advice, driving a 25% increase in personalized product recommendations aligned with individual client goals.
  • Identified and implemented process improvements, resulting in a 15% increase in service efficiency while maintaining 100% regulatory compliance.
  • Prevented $100K+ in potential fraud losses annually by proactively monitoring client accounts and taking ownership of fraud prevention efforts.
  • Digitally upskilled on RBC online platforms to guide clients through secure self-service solutions, leading to a 30% boost in digital engagement.
  • Built and sustained strong relationships with internal partners, generating 10+ qualified referrals per month and supporting cross-functional collaboration.
  • Led resolution of client escalation calls for the team, achieving a 90% success rate in providing effective alternatives and retaining client trust.
  • Consistently exceeded performance targets in a high-volume environment, recognized for being hard-working, detail-oriented, and client-focused.
  • Contributed to an 18-point increase in team NPS (Net Promoter Score) through clear, empathetic communication and a client-first approach.

Sales Area Supervisor

STAPLES
Toronto, Ontario
09.2019 - 10.2021
  • Presented, promoted, and sold electronic and office supplies to an average of 100+ customers weekly, consistently achieving or exceeding sales targets.
  • Maintained visual merchandising standards, ensuring 100% shelf stock levels and accurate signage updates daily, improving customer navigation and product visibility.
  • Adhered to company merchandising protocols, executing plan-o-grams, price changes, and promotional planners with 98% accuracy and compliance.
  • Led the Back-to-School Sales Team, contributing to a 25% increase in seasonal sales through effective coaching and team coordination.
  • Managed BOPIS (Buy Online, Pick-Up In Store) orders, ensuring same-day fulfillment and a 95%+ on-time pickup rate for online customers.
  • Handled 30+ daily customer calls using AS-400 to check stock availability and support product inquiries, contributing to high customer satisfaction scores.
  • Improved task efficiency through streamlined processes, saving 20% time per transaction for both customers and staff.
  • Monitored and controlled in-store customer traffic during COVID-19, ensuring a safe shopping environment while maintaining customer flow.
  • Maintained strict safety protocols for curbside pickups, achieving zero safety incidents and seamless customer service.
  • Assisted customers with ad hoc service requests, including data wipe services and product recommendations, while ensuring 100% confidentiality.
  • Resolved customer issues on the spot using conflict resolution and active listening, achieving a 95% first-contact resolution rate.
  • Delivered excellent customer service, consistently meeting company KPIs in sales, service, and task completion.
  • Cross-trained as Cashier and Copy & Print Associate, handling transactions and print jobs with 100% accuracy and attention to detail.
  • Specialized in completing plan-o-grams, working overnight shifts to update merchandising layouts across multiple store locations.
  • Drove employee engagement and performance by providing regular coaching and feedback, improving team productivity by 15% over the quarter.

Team Lead (Guest Services Rep.)

Centennial College
Toronto, Ontario
08.2019 - 04.2020
  • Held key holder responsibilities, including daily opening/closing procedures and balancing cash tills totaling up to $5,000+ per shift with 100% accuracy.
  • Led a team of 5–10 staff members, ensuring all employees began and ended shifts on time, contributing to consistent schedule adherence and smooth daily operations.
  • Verified ID cards and granted access to 200+ registered members weekly, maintaining a secure and organized front-desk experience.
  • Booked and scheduled 50+ client appointments per week, handled appointment queries, and conducted follow-ups, achieving a 90%+ booking retention rate.
  • Monitored and maintained security and telecom systems, directing internal and external client flow (including walk-ins) for a safe and professional environment.
  • Processed daily payments via cash, credit, and debit cards for wellness product and service purchases, ensuring 100% transaction accuracy and end-of-day reconciliation.
  • Documented and addressed client concerns, suggestions, and feedback in a courteous and solution-focused manner, enhancing overall client satisfaction.
  • Provided ongoing feedback and informal training to team members, fostering professional development and contributing to a 15% improvement in team performance metrics.

Financial Advisor

SRM Finance
TVM, Kerala
04.2017 - 04.2018
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  • Collaborated as an integral team member, fostering a positive and inclusive work environment, mentoring peers, and assisting in the successful completion of daily operations and special assignments from senior management.
  • Stayed current on emerging financial regulations, compliance changes, and industry codes, participating in process improvement initiatives that increased team efficiency by 15%.
  • Advised clients on high-level financial solutions, including investment and credit products, contributing to a 20% increase in cross-selling success rates and enhanced client portfolio diversification.
  • Boosted customer financial confidence by delivering personalized financial advice, addressing concerns with empathy and discretion, and escalating complex cases appropriately to relevant partners.
  • Served as a point of contact for frontline staff, helping resolve escalated customer concerns with a 95% issue resolution rate and ensuring adherence to bank policy and client confidentiality.
  • Engaged customers with thoughtful financial conversations, creating positive experiences that improved client retention by 18% and strengthened long-term relationships.
  • Conducted financial reviews with existing and prospective clients, identifying goals and offering tailored banking solutions, leading to a 25% increase in product uptake and deepened client engagement.

Payroll Administrator/ HR Assistant

Hindustan Beach Retreat
TVM, Kerala
04.2016 - 04.2017
  • Supported the HR Manager in full-cycle recruitment, including job postings, candidate screening, interviews, and drafting offer letters; successfully facilitated 30+ hires following rigorous background and security checks.
  • Coordinated onboarding for all new hires, preparing required documentation and conducting post-onboarding follow-ups to ensure compliance and employee engagement.
  • Trained 25+ new employees on policies, procedures, and performance expectations, contributing to a 15% reduction in first-month operational errors.
  • Processed bi-weekly payroll for 50+ employees using Amazon WorkSpace and Ceridian, ensuring accurate tax and deduction calculations with zero discrepancies.
  • Compiled and validated weekly time sheets, preparing payroll data for system entry and supporting monthly payroll summary reporting.
  • Generated and maintained employee reports and HR analytics in Ceridian, assisting with compliance audits and strategic decision-making.
  • Analyzed hiring, turnover, and performance trends to prepare data and documentation for advisory meetings, ensuring timely updates to support HR planning.
  • Monitored and reported recruitment metrics, including applicant flow and source effectiveness, enabling data-driven hiring decisions.
  • Delivered monthly reports to the HR Manager on external job postings and applicant status, aiding in proactive talent pipeline management.
  • Resolved employee queries regarding payroll, benefits, and onboarding, delivering accurate and confidential information in a timely manner.
  • Assisted in the development of performance appraisal charts, supporting the tracking and visualization of employee feedback and growth.
  • Digitized and organized employee records, contributing to a fully paperless environment and supporting remote HR operations with efficiency and accuracy.

Education

Post Graduate Diploma - Global Business Management

Centennial College of Applied Arts And Technology
Scarborough, ON
12.2020

Bachelor of Arts - Business Management

Amrita Vishwa Vidyapeetham, Amrita University
Karunagapally, Kerala
06-2016

Skills

Salesforce

  • Problem Anticipation and Resolution

  • Relationship Building

  • Risk Assessment

  • Critical Thinking

  • Microsoft Office

  • Customer due diligence

  • Suspicious activity reporting

  • AML compliance

  • SQL proficiency

  • Know your customer

  • Transaction monitoring

Certification

Diploma in Indian and Foreign Accounting

Accomplishments

  • Staples Employee Appreciation Award
  • Back-to-School Program - 05/01/22

Timeline

Fraud Prevention Analyst

RBC Royal Bank
04.2025 - Current

Learning Consultant

RBC Royal Bank
04.2023 - 04.2025

Fraud Analyst

Royal Bank of Canada
10.2022 - 04.2023

Banking Advisor

Royal Bank of Canada
10.2021 - 10.2022

Sales Area Supervisor

STAPLES
09.2019 - 10.2021

Team Lead (Guest Services Rep.)

Centennial College
08.2019 - 04.2020

Financial Advisor

SRM Finance
04.2017 - 04.2018

Payroll Administrator/ HR Assistant

Hindustan Beach Retreat
04.2016 - 04.2017

Post Graduate Diploma - Global Business Management

Centennial College of Applied Arts And Technology

Bachelor of Arts - Business Management

Amrita Vishwa Vidyapeetham, Amrita University

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SONA JOYSONLearning Consultant