Open To Work
Tagie Polo
Toronto,ON
Work Preference
Summary
Bilingual fraud prevention specialist with extensive experience in fraud detection and rapid credit decision-making. Expertise in risk management and compliance monitoring across various financial products. Proven ability to enhance service delivery through innovative solutions and a commitment to continuous improvement. Organized and dependable, adept at managing multiple priorities while maintaining a positive attitude and a focus on team goals.
Overview
2
2
Languages
19
19
years of professional experience
Work History
Bilingual Identity Protection Agent- Fraud
American Express, AMEX
02.2021 - Current
- Detecting and analyzing potential fraud at point of sales and online
- Executed profitable credit decisions while delivering exceptional service and fostering positive customer relationships.
- Analyze data from multiple sources and make quality decisions under time pressure
- Work on multiple financial products such as Credit cards, Small business, Corporate and personal loans
- Maintained detailed project documentation to support organizational efficiency and clarity.
- Collaborated effectively with team members and independently to achieve shared goals.
- Passionate about learning and committed to continual improvement
Customer first RCR Pillar Project
American Express
08.2025 - 01.2026
- Contributed innovative solutions to improve team performance and outcomes.
- Collaborated with diverse coworkers to achieve goals and resolve product-related issues.
- Identified customer needs promptly to enhance service delivery.
- Analyzed key factors driving customer repeat calls to implement effective strategies.
- Ensured comprehensive GSG lens in evaluating RCR processes.
Bilingual Corporate & Commercial Credit Officer
American Express
08.2023 - 01.2024
- Reviewed credit applications to assess risk and determine eligibility, facilitating informed lending decisions.
- Analyzed customer financial data to support informed credit decision-making.
- Monitored accounts for compliance with credit policies and regulations, ensuring adherence and minimizing potential risks.
- Conducted audits of credit processes, enhancing accuracy and reliability of financial assessments.
Bilingual Customer Engagement Network Agent
American Express, AMEX
01.2017 - 02.2021
- Delivered firsthand customer service with exceptional listening and relationship-building skills to ensure customer satisfaction.
- Executed cross-selling and up-selling of products and services through relevant and personalized recommendations to meet customer needs.
- Advised elite cardholders on account management and benefits.
- Cultivated interpersonal skills by fostering positive relationships with customers, suppliers, and internal departments to enhance collaboration.
- Remain up to date and knowledgeable of industry trends
- Organized and detail-oriented with strong work ethic
Bilingual Security Analyst
Rogers Communications Inc
09.2009 - 12.2016
- Respond and assist with immediate life threatening calls and emails from 911 centres and police officers nationally
- Developed and implemented Corporate Investigations' charter and process flows with clear deliverables and timelines to improve organizational effectiveness.
- Participated in team project to streamline LEA inquiries for subscriber information, tracking info, warrants, and production orders.
- Trained staff on operating procedures and company services to enhance team efficiency and service delivery.
- Collaborated with colleagues to achieve team goals in fast-paced environments.
- Prioritized tasks effectively to meet deadlines in order to complete all tasks within deadlines
- Proven ability to learn quickly and adapt to new situations.
Bilingual Customer Service Representative
One Contact Inc.
07.2007 - 05.2009
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved customer inquiries and complaints effectively, enhancing overall experience.
- Built customer trust by delivering accurate information in English and French.
- Enhanced customer satisfaction by translating customer paperwork and documentation.
- Achieved call quality standards by consistently adhering to evaluation criteria during customer interactions.
- Responded proactively and positively to rapid change.
Education
MBA - Business And Organizational Administration
University Canada West
Vancouver, BC09-2023
BBA - Project Management
Yorkville University
Toronto, ON06-2020
High School Diploma -
Scarborough Centre For Alternative Studies
Toronto, ON06-2010
Skills
- Fraud prevention and detection
- Fraud analysis & Analysis
- Data security
- Risk assessment and management
- Compliance monitoring
- Project management
- Financial product expertise
- Client engagement and relations
- Bilingual communication
- Decision-making skills
- Strategic planning
- Microsoft Excel proficiency
- CRM systems knowledge
- Credit decision-making
- Financial analysis
- Conflict resolution strategies
- Complaint resolution techniques
7
Volunteer
Receptionist Ralph Thornton Center Mar. 07 - August 2007
Tree Planting: Holland Landing (Hwy 51 & Hwy 19) Ontario Streams May 2017
Evergreen Brick Works: Second Harvest. April 18, 2023
American Express Fraud Newsletter: Jan 2023 till Present
Career development Pillar: Apr 2026 Till Present
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Languages
English
Proficient (C2)
C2
French
Proficient (C2)
C2
Timeline
Customer first RCR Pillar Project
American Express
08.2025 - 01.2026
Bilingual Corporate & Commercial Credit Officer
American Express
08.2023 - 01.2024
Bilingual Identity Protection Agent- Fraud
American Express, AMEX
02.2021 - Current
Bilingual Customer Engagement Network Agent
American Express, AMEX
01.2017 - 02.2021
Bilingual Security Analyst
Rogers Communications Inc
09.2009 - 12.2016
Bilingual Customer Service Representative
One Contact Inc.
07.2007 - 05.2009
MBA - Business And Organizational Administration
University Canada West
BBA - Project Management
Yorkville University
High School Diploma -
Scarborough Centre For Alternative Studies