Nicholas Cacciatore

Decisive and service-oriented professional skilled in customer service and fraud analysis. Proven ability to enhance brand reputation through effective stakeholder relationships and operational improvements. Adept at managing multiple projects while delivering high standards of service and customer satisfaction.

Technical Service Representative, CEx at MONERIS SOLUTIONS (2025-01 – Present)

• Guided merchants through POS terminal setups, ensuring functionality with step-by-step processes
• Provided detailed information on payment processing for in-store and virtual transactions through Gateway
• Supported integration systems and learned detailed API token setups along with financial record management
• Assisted merchants with business needs, educating on risk management and addressing inquiries to enhance service experience
• Created daily cases for support and feedback from Merchants to prioritize needs

Fraud Analyst, Joint Recovery Processing at MILLENIUM 1 SOLUTIONS (M1M) (2019-07 – 2025-01)

• Monitored chargeback risks, strengthening controls and minimizing losses for clients.
• Developed comprehensive processes for investigating fraud cases, guiding escalation decisions.
• Utilized proactive risk management tools to monitor merchant accounts for suspicious activity.
• Analyzed alerts and investigated unusual transactions to detect potential fraud.
• Implemented account holds during reviews to protect Moneris and merchants from fraudulent activities.
• Conducted thorough investigations of high CNP transaction ratios, focusing on deviations from payment methods.
• Generated suspicious activity reports with device IDs for managerial review and risk assessment.
• Maintained confidentiality of collected information while fostering relationships with stakeholders and partners.

Inventory Associate at WALMART-CANADA (2015-04 – 2017-03)

• Received and managed merchandise flow to sales floor, ensuring timely product availability for customers.
• Unloaded trailers, pulled pallets to floor, and processed merchandise while maintaining a safe and clean environment.
• Collaborated with team to plan and execute duties effectively based on workload and operational needs.
• Customer service: questions about policies, services, and products
• Manage customer requests for products and/or services information, order status, and requests.
• Maintain and develop positive relationships with Walmart Customers
• Supported business operations by completing various tasks.

CUSTOMER SERVICE LEAD at SEARS-CANADA (2011-09 – 2015-02)

• Developed and delivered service levels to enhance customer experience.
• Handled customer escalations, provided feedback and coaching that improved resolution processes.
• Enhanced customer retention strategies, resulting in increased opportunities for upselling.
• Collaborated with team to enhance customer service experience, exceeding team goals for client satisfaction.
• Created weekly reports to track customer service issues and facilitate proactive solutions.
• Assisted customers with sales and returns of merchandise.
• Production data entry, organizing and prioritizing workloads, utilized databases and programs for item verification and company records.

Certificate in Hospitality: Bartending & Customer Service – Conestoga College Institute of Technology And Advanced Learning (2023-12)

AEC – Adult Continuing Education (2014-01)

High School Diploma – Notre Dame Catholic S. S. (2011-01)

Some College (No Degree) – Argus Air Cadets