Muskan Kakadiya

Customer-focused professional with 4+ years of experience in fraud analysis, customer support, risk assessment, and technical troubleshooting. Experienced in handling high-volume customer interactions, investigating suspicious activities, resolving client concerns, and improving customer experience. Skilled in communication, problem-solving, and process improvement.

IOS Tier 1 Phone Advisor - Kelly Connect (Apple Program) - Toronto, ON

(2024-04 - 2024-11)

• Resolved customer inquiries via phone with professionalism, empathy, and accurate issue resolution.
• Handled high-volume inbound customer calls while maintaining accuracy and customer satisfaction.
• Provided accurate information about products, services, and company policies.
• Assisted customers with placing orders, processing returns, and managing refunds.
• Identified opportunities for process improvements and contributed to initiatives aimed at enhancing customer satisfaction.

Identity Theft Response Representative (Fraud Analyst) - CIBC - Toronto, ON

(2022-07 - 2023-12)

• Evaluated risk associated with financial transactions and customer accounts and implemented fraud prevention measures.
• Monitored customer accounts to detect and investigate suspicious financial transactions and potential fraud.
• Documented investigations and maintained accurate case records in compliance with security procedures.
• Handled inbound calls with clients to verify transactions and resolve fraud-related concerns.
• Assessed risk levels across financial transactions and made decisions to approve, block, or escalate suspicious activity in accordance with fraud policies.

Security Guard - Paragon Security - Toronto, ON

(2021-09 - 2022-07)

• Resolved customer concerns by identifying issues, providing solutions, and maintaining a positive customer experience.
• Operated multiple security and reporting systems simultaneously.
• Wrote detailed reports of daily activities and irregularities such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences.
• Monitored premises to ensure safety, security compliance, and incident prevention.

Customer Service Representative - Toronto Transit Commission - Toronto, ON

(2019-11 - 2020-10)

• Maintained a positive and friendly attitude all the time, even with unhappy and unruly customers.
• Built relationship with clients to establish trust and drive retention.
• Referred unresolved customer grievances to designated departments for resolution.

Bachelor of Business Administration (B.B.A.) - Finance - Navnirman Institute of Management (2016-06 - 2019-04)

Post Graduate Diploma - Financial Planning - CENTENNIAL COLLEGE (2019-09 - 2020-04)

Post Graduate Diploma - Marketing Management - CENTENNIAL COLLEGE (2020-05 - 2021-08)