Theo Psiharis
Montreal,QC
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
13
13
years of professional experience
Work History
Bilingual Manager Credit Card Disputes
HSBC
10.2021 - 03.2023
- Manage, organize and plan for staff and budgetary requirements
- Project manager for all changes and improvements for department
- Subject matter expert regarding MasterCard chargeback
- Ensure staff are trained and proficient in procedures and regulatory changes
- Third level escalations.
Team Manager
RBC-Inbound call fraud department
04.2015 - 10.2021
- Managing a group of up to 44 employees: Risk Agents and Team Leaders
- Conduct interviews and hire new recruits
- Providing regular coaching and feedback to employees while ensuring that their monthly metric requirements are met
- Handling complex human resources related issues
- Working with senior management and peers for strategy development and execution planning
- Work with WFM to ensure proper coverage
Team Leader
RBC
08.2013 - 04.2015
- Leading a team of 15 to 20 employees
- Handling second level client escalations
- Leading coaching routines and providing regular feedback
- Supporting day to day operations by ensuring performance targets and objectives set by management are met
- Implementing HR strategies and practices
- Facilitating workplace relations by positively engaging with employees daily.
Inbound Visa and Mastercard Dispute Agent
RBC
01.2012 - 08.2013
- Delivering a positive client experience by adequately addressing client concerns and inquiries, using the Client Experience Map and Conversation Guide principles
- Determining if a client’s inquiry is categorized as a dispute, fraud or chargeback through active listening and effective probing, and applying correct procedures to accurately resolve matter.
Fraud Agent Help Desk
RBC
12.2010 - 01.2012
- Answering fraud agent’s questions regarding the Risk Center’s procedures and protocols, and guiding them through these processes
- Handling and resolving client escalations
- Answering clients’ Risk related e-mail inquiries.
Fraud Agent
RBC
03.2010 - 12.2010
- Providing a high level of customer service through active listening and customer relatability
- Analyzing customer accounts and deciding on course of action for various risk scenarios, while employing business tools and guidelines.
Education
LA Dauversiere
Montreal, QCSkills
- Policy Implementation
- Staff Development
- Business Development
- Contract Management
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Bilingual Manager Credit Card Disputes
HSBC
10.2021 - 03.2023
Team Manager
RBC-Inbound call fraud department
04.2015 - 10.2021
Team Leader
RBC
08.2013 - 04.2015
Inbound Visa and Mastercard Dispute Agent
RBC
01.2012 - 08.2013
Fraud Agent Help Desk
RBC
12.2010 - 01.2012
Fraud Agent
RBC
03.2010 - 12.2010
LA Dauversiere