NIAMAT ALLAH ELMAAROUFI
Ottawa,ON
Summary
Results-driven and detail-oriented professional with over two years of experience in analytical roles, proficient in customer service and problem-solving. Fluent in French, English, Arabic, and Turkish, enabling effective communication with diverse client bases. Demonstrates exceptional customer service skills and the ability to adapt swiftly to various professional environments. Proven expertise in investigating and resolving issues, developing and implementing effective strategies, and collaborating with multiple stakeholders to achieve organizational goals. Adept in using various software tools and platforms for data analysis, with a strong commitment to continuous learning and professional growth.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Fraud Specialist Agent
TSYS , Global Payments
01.2023 - 05.2024
- Conduct comprehensive investigations into suspicious activities, ensuring accurate and timely fraud detection and prevention
- Develop and implement effective fraud prevention strategies and procedures, contributing to the overall reduction of fraudulent activities
- Establish and maintain strong relationships with external partners, including financial institutions and law enforcement agencies, to facilitate efficient information exchange
- Prepare and present detailed reports to senior management, highlighting significant fraud trends and insights for strategic decision-making
- Utilize advanced data analytics techniques and software tools to enhance accuracy and efficiency of fraud detection processes.
- Provide exceptional customer service by managing high volumes of inquiries and handling more than 60 accounts per day, offering guidance to secure customer accounts and personal information.
- Conduct training sessions for employees on fraud awareness and prevention techniques, ensuring employees are equipped to recognize and respond to potential fraud.
- Stay abreast of regulatory requirements and ensure all fraud detection and prevention measures comply with relevant laws and standards.
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
Customer Service Associates
Dollarama
09.2022 - 12.2022
- Transaction Processing: Efficiently processed customer transactions using advanced cash register systems, ensuring accuracy and timeliness
- Price Verification: Conducted meticulous verification of product prices to prevent customer complaints and disputes, ensuring seamless checkout experience
Checkout Area Maintenance: Maintained clean and organized checkout area, contributing to positive and welcoming shopping environment - Packaging Services: Provided exceptional packaging services, including bagging, boxing, and gift-wrapping, tailored to customer preferences and enhancing satisfaction.
Customer Experience Representative
SITEL Group
04.2021 - 01.2022
- Customer Transactions: Efficiently handled customer requests and transactions, ensuring prompt and professional service
- Efficiently handled customer requests and transactions, managing more than 50 accounts per day to ensure prompt and professional service.
- Complaint Resolution: Managed and resolved customer complaints in a timely and effective manner, enhancing customer satisfaction
- Brand Promotion: Promoted the company's brand image and products while maintaining strict confidentiality and security standards
- Procedural Expertise: Demonstrated comprehensive knowledge of procedures, specificities, and legal obligations related to various services
- Policy Compliance: Adhered to company policies and procedures related to security and confidentiality, safeguarding sensitive information.
Education
Diploma of College Studies (DEC) in Computer Programming - Computer Programming
COLLEGE LA CITE
OTTAWA01.2024
Skills
- Regulatory knowledge
- Cybersecurity awareness
- Internal Controls
- Evidence collection
- Anti-Fraud Systems
- Banking operations
- Fraud Detection
- Data Analysis
- Call Management
- Inbound and Outbound Calling
- Microsoft Excel
- Microsoft Outlook
- Microsoft PowerPoint
- Multi-Task Management
- Customer Service
- Problem Resolution
- Credit card payment processing
- Calm and Professional Under Pressure
- Fluent Bilingualism
Certification
- Diploma in Computer Programming: Graduated with a comprehensive understanding of various programming languages and software development methodologies, my technical proficiency and problem-solving skills in software creation.
- CSS Certification: Successfully completed a specialized certification in Cascading Style Sheets (CSS), which has equipped me with advanced skills in web design and develop enabling me to create visually appealing and efficiently styled web applications.
Languages
French
First Language
English
Advanced (C1)
C1
French
Proficient (C2)
C2
Arabic
Proficient (C2)
C2
Turkish
Intermediate (B1)
B1
Timeline
Fraud Specialist Agent
TSYS , Global Payments
01.2023 - 05.2024
Customer Service Associates
Dollarama
09.2022 - 12.2022
Customer Experience Representative
SITEL Group
04.2021 - 01.2022
Diploma of College Studies (DEC) in Computer Programming - Computer Programming
COLLEGE LA CITE
- Diploma in Computer Programming: Graduated with a comprehensive understanding of various programming languages and software development methodologies, my technical proficiency and problem-solving skills in software creation.
- CSS Certification: Successfully completed a specialized certification in Cascading Style Sheets (CSS), which has equipped me with advanced skills in web design and develop enabling me to create visually appealing and efficiently styled web applications.
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