Summary
Overview
Work History
Education
Skills
Volunteer
Timeline
ProjectManager
Tagie Polo

Tagie Polo

Bilingual Identity Protection Agent - Fraud
Toronto,ON

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

16
16
years of professional experience

Work History

Bilingual Identity Protection Agent- Fraud

American Express, AMEX
02.2021 - Current
  • Work on multiples financial products such as Credit cards, Small business, Corporate and personal loans
  • Analyze data from multiple sources and make quality decisions under time pressure
  • Organized and detail-oriented with strong work ethic.
  • Detecting and analyzing potential fraud at point of sales and online
  • Making profitable credit decisions while providing excellent service and leaving lasting, positive impression
  • Skilled at working independently and collaboratively in team environment
  • Passionate about learning and committed to continual improvement

Bilingual Customer Engagement Network Agent

American Express, AMEX
01.2017 - 02.2021
  • Cultivated interpersonal skills by building positive relationships with customers, suppliers, internal departments.
  • Provide first hand customer service experience with exceptional listening and relationship building skills
  • Cross selling and up-selling products and services by making relevant and personalized recommendations
  • Provide expert advice and servicing to elite cardholders
  • 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 threaten calls and emails from 911 centres and police officers nationally
  • Trained staff on operating procedures and company services.
  • Participated in team project and process LEA inquiries for Subscriber Information, Tracking info, Warrant, Productions Orders
  • Development and implementation of Corporate Investigations' charter, mandate, & process flows with clear deliverables and timelines.
  • Managed time efficiently in order to complete all tasks within deadlines
  • Proven ability to learn quickly and adapt to new situations.
  • Worked effectively in fast-paced environments.

Bilingual Customer Service Representative

One Contact Inc.
07.2007 - 05.2009
  • Gained customer trust by providing knowledgeable and accurate information in both English and French.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met all call quality standards and daily quotas for first-call resolution
  • Helped improve customer satisfaction by translating customer paperwork and company documentation
  • Responded proactively and positively to rapid change.

Cashier

Richtree Market Restaurants
04.2007 - 07.2007
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Built relationships with customers to encourage repeat business.
  • Greeted customers entering store and responded promptly to customer needs.
  • Lifted up to 100 pounds at once and used forklift to move heavier loads
  • Restocked and organized merchandise in front lanes
  • Assisted customers with returns, refunds and resolving transaction issues

Education

MBA - Business And Organizational Administration

University Canada West
Vancouver, BC
09.2023

BBA - Project Management

Yorkville University
Toronto, ON
06.2020

High School Diploma -

Scarborough Centre For Alternative Studies
Toronto, ON
06.2010

Skills

  • Bilingual Oral Communication
  • Fraud Prevention and Detection
  • Issue and Conflict Resolution
  • Customer Service
  • Risk Management
  • Project Management
  • Security Enforcement
  • Data Security
  • Client Engagement
  • Fraudulent activities investigations
  • Complaint resolution
  • Business Development
  • Decision-Making
  • Strategic planning
  • Self-Motivated

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

Timeline

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

Cashier

Richtree Market Restaurants
04.2007 - 07.2007

MBA - Business And Organizational Administration

University Canada West

BBA - Project Management

Yorkville University

High School Diploma -

Scarborough Centre For Alternative Studies

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Tagie PoloBilingual Identity Protection Agent - Fraud