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.
