Urvika Vyas

• Managed 45-50 customer calls and CRM tickets daily for credit card complaints, billing issues, disputes, and account
servicing.
• Achieved 95% First Contact Resolution (FCR) while adhering to strict escalation and manager-request policies.
• Exceeded CSAT and AHT targets consistently; recognised as a Shining Star employee for service excellence.
• Utilised Salesforce, Gateway, and TD internal banking systems to manage cases end-to-end.
• Followed strict banking and regulatory compliance protocols, including verbatim disclosures and call audits on every
interaction.
• Maintained very high CSAT scores, receiving 5-6 positive (green) customer reviews weekly, contributing to improved
customer satisfaction and retention.

• Investigated 25-40 fraud cases daily, including account takeover, identity theft, scams, stolen card fraud, SIM jacking, and
romance scams.
• Achieved an 89% resolution rate while handling complex investigations requiring police complaints and extended verification.
• Helped prevent financial losses exceeding CAD 1 million, including a major romance scam case.
• Delivered strong customer education on fraud prevention, improving awareness and reducing repeat incidents.
• Worked under AML, debit card fraud, and detailed procedural frameworks specific to each fraud category.
• Used advanced fraud and payment systems including IP tracking tools, PRM, COINS, CERTAPAY, INTERAC, TYSYS,
and Salesforce.

• Supported 40-60 customers per shift, maintaining ~90% CSAT scores in a high-volume technical support environment.
• Achieved 94% First Contact Resolution (FCR) by independently diagnosing and resolving issues.
• Provided end-to-end support for hardware and software issues, including iOS updates, device overheating, and replacement
device orders.
• Used CORE (Apples all-in-one support platform) and Salesforce CRM for case tracking and resolution.
• Managed escalated and high-pressure cases using active listening, empathy, and a one call at a time resolution approach.

• Assisted 200+ customers daily in a high-volume retail environment.
• Resolved issues including returns, service recovery, complaints, and lost or stolen claims.
• Recognised as Shining Star of the Month and nominated 5 times in one year for service excellence.
• Selected to train new employees due to speed, accuracy, and strong customer-handling skills.
• Contributed to securing a CAD 2, 000 donation for SickKids Canada through customer-focused initiatives.
• Maintained brand standards by de-escalating difficult situations with professionalism and empathy.