Adoni De Oleo

• Analyzed fraudulent transactions using advanced analytical tools to identify patterns and mitigate risks.
• Assisted in developing and implementing fraud detection strategies to enhance operational efficiency. Supported adjudication of liability for fraud across all credit, debit products and cheques.

As a Flex Officer at Scotia GBS (Scotiabank), I contributed to the success of the team by delivering operational support and processing services for the Canadian Banking GO. Ensuring all activities conducted are in compliance with governing regulations, internal policies, and procedures. I Provided administrative and processing support for the Canadian Banking GO, as well as operational support with trending and tracking activities, team training, or special projects, as assigned. My role included rotations supporting a variety of functions within RBBO, Fraud Management, Collections, Contact Centre, AML and Wealth Management as needed. Operating independently to execute day-to-day operations within authorized.

• Managed collections activities to reduce delinquency rates and improve account recovery.
• Communicated effectively with clients to negotiate payment arrangements and resolve outstanding debts.
• Utilized collection software to track accounts, document interactions, and maintain accurate records.
• Analyzed account data to identify trends and recommend tailored repayment solutions for clients.
• Conducted follow-up calls to ensure compliance with payment agreements and maintain customer relationships.
• Managed collections process by reviewing account statuses and identifying outstanding debts.
• Communicated with customers via phone and email to resolve payment issues.
• Improved customer payment compliance through negotiating mutually agreeable repayment plans.

Customer Service Representative - Voice in Santo Domingo, Dominican Republic handling incoming customer service calls for a US major

mobile wireless carrier like Boost Mobile, Virgin Mobile, Sprint, Assurance Wireless or T Mobile. Customers would call in needing help with their bill,

plan, coverage, technical support, and more.

RESPONSIBILITIES:

•Actively listen to customers to understand their concerns & build a rapport that will make them feel heard.

•Prepare responses to customer inquiries based on predetermined scripts & procedures.

•Discover solutions using tools & resources to help resolve the customer’s issues.

•Provide information about the customer’s current plans, products, & services.

•Identify & promote new solutions in the form of selling products & services that align with the customer’s needs.