REBECCA SIONA RAMESAR
Chaguanas,CHA
Summary
Accomplished and detail-oriented professional with a proven track record in customer service excellence, operational efficiency, fraud prevention, and leadership. Adept at analyzing and resolving complex issues, streamlining workflows, and implementing cost-saving process improvements to drive organizational success. Skilled in managing financial transactions, mitigating risks, and delivering tailored solutions to exceed customer expectations. Demonstrates strong multitasking and leadership abilities, including team delegation, coaching, and mentoring, with a focus on fostering collaboration and boosting team performance. Proficient in developing and optimizing policies and procedures while leveraging automation opportunities to reduce costs and improve efficiency. Known for adaptability, problem-solving, and a commitment to achieving exceptional outcomes in dynamic and high-pressure environments
Overview
6
6
years of professional experience
Work History
Merchant Monitoring Fraud and Chargeback Officer
Scotiabank Operations and Shared Services Company
10.2023 - Current
- Investigated and resolved merchant fraud and chargeback disputes, ensuring compliance with regulatory requirements and minimizing financial loss.
- Conducted thorough analysis of transaction data to detect and prevent fraudulent activity, safeguarding the organization’s reputation.
- Collaborated with internal and external stakeholders to manage chargeback claims, meeting strict deadlines and providing accurate documentation.
- Acted as Assistant Manager Relief in the Assistant Manager absence, performing all the duties of the Assistant Manager such as, offering leadership support to the team, delegating tasks ensuring seamless continuity of operations and performing indirect coaching to enhance staff performance and growth.
- Continuously reviewed policies and procedures to identify opportunities for automation, driving cost reduction and efficiency improvements for the organization.
- Monitored key fraud metrics and trends, implementing preventive measures to reduce the risk of future fraudulent activities.
- Delivered regular training sessions to educate staff on fraud detection and chargeback procedures, fostering a culture of vigilance and accountability.
- Suggested process improvements to enhance workflow efficiency and customer satisfaction in fraud resolution and chargeback management.
Senior File Indexer
Scotiabank Operations and Shared Services Company
02.2022 - 10.2023
- Reviewed customer requests submitted to generic shared inboxes, ensuring accurate and timely assignment to the relevant team within the department.
- Addressed all customer escalations immediately to prevent any further escalation and maintain an excellent customer experience.
- Maintained a well-organized and updated filing system, ensuring data accuracy and compliance with company policies.
- Streamlined the request assignment process, improving workflow efficiency and team productivity.
- Coordinated with multiple teams to resolve complex cases, ensuring prompt and satisfactory resolutions.
- Prepared regular reports on task completion and escalations, providing insights to management for process improvements.
- Developed training materials and provided guidance to new hires to ensure a seamless onboarding process.
- Utilized problem-solving skills to identify and implement process enhancements, reducing errors and turnaround time.
Customer Support Officer
Scotiabank Operations and Shared Services Company Limited
12.2019 - 02.2022
- Verified daily transactions including wires, drafts, credit card payments, and cash requests to prevent any fraudulent activity while adhering to the bank's risk appetite policies and procedures.
- Proactively contacted customers to confirm transactions and obtain missing information or documentation.
- Efficiently resolved customer concerns and queries via telephone and email, ensuring customer satisfaction.
- Provided comprehensive support to corporate customers for their daily banking activities.
- Cross-trained in various department positions to support teams with heavy workloads and additional duties.
- Applied "Know Your Customer" guidelines to assist with fraud identification and prevention.
- Coordinated departmental meetings and training sessions for improved team collaboration.
- Suggested and implemented procedures to enhance efficiency and customer service.
- Addressed queries referred by team members, ensuring swift and accurate responses.
- Assisted in implementing changes to operating procedures and systems to boost efficiency.
Administration Staff
Evolution Fitness
08.2019 - 12.2019
- Led engaging gym tours, successfully enrolling new members through personalized encouragement and detailed facility presentations.
- Efficiently performed front desk accounting duties, accurately managing the cash drawer with zero discrepancies.
- Oversaw inventory management and sales in the gym shop, including coordinating with suppliers for restocking and maintaining error-free accounting records.
- Delivered exceptional customer service, proactively handling and resolving complaints to enhance overall customer satisfaction.
- Conducted routine checks to ensure compliance with safety standards.
Education
A.S.J.A Girl’s College - Caribbean Secondary Education Certificate (CSEC)Caribbean Advanced Proficiency Examinations (CAPE) UNIT 1, Caribbean Advanced Proficiency Examinations (CAPE) UNIT 2
A.S.J.A Girl’s College
01.2019
Las Lomas Government Primary -
01.2012
Skills
- Leadership and Team Management
- Customer engagement
- Communication Skills
- Problem-Solving
- Analytical Skills
- Time Management
- Multitasking
Accomplishments
- Recognized as Top Performer for Q3 2020, Q2 2021, and Q4 2022 for outstanding contributions and exceeding performance targets.
- Achieved the prestigious Best of the Best Scotiabank Winner Award, 2024, for exemplary performance and dedication.
- Significantly exceeded End-of-Year Ratings for Top Performer in both 2021 and 2024, reflecting exceptional consistency and excellence.
- Honored as Risk Culture Champion, 2024, for demonstrating a strong commitment to risk management and compliance excellence.
- Consistently received multiple monthly recognitions and awards for top performance across various sites.
- Earned All One Profiles for CAPE Unit 1 and Unit 2, showcasing academic excellence and achievement.
Purpose
To work in a dynamic oriented and challenging environment that would give me the opportunity to gain sound knowledge, growth, development and practical experience which would be mutually beneficial to the company and myself.
Timeline
Merchant Monitoring Fraud and Chargeback Officer
Scotiabank Operations and Shared Services Company
10.2023 - Current
Senior File Indexer
Scotiabank Operations and Shared Services Company
02.2022 - 10.2023
Customer Support Officer
Scotiabank Operations and Shared Services Company Limited
12.2019 - 02.2022
Administration Staff
Evolution Fitness
08.2019 - 12.2019
A.S.J.A Girl’s College - Caribbean Secondary Education Certificate (CSEC)Caribbean Advanced Proficiency Examinations (CAPE) UNIT 1, Caribbean Advanced Proficiency Examinations (CAPE) UNIT 2
A.S.J.A Girl’s College
Las Lomas Government Primary -
Similar Profiles
Trina RamloganTrina Ramlogan
Collections Advisor at Operations and Shared Services Company LimitedCollections Advisor at Operations and Shared Services Company Limited
Nishali ChandNishali Chand
Vice President- Lighthouse Canton at Fund Operations - Asset Management- LHC Shared Services Pvt LtdVice President- Lighthouse Canton at Fund Operations - Asset Management- LHC Shared Services Pvt Ltd
NISHAD MEERANSHANISHAD MEERANSHA
Manager of Operations at ARAB COMPANY FOR SHARED SERVICESManager of Operations at ARAB COMPANY FOR SHARED SERVICES