AURA SUY JUAREZ
Vancouver,Canada
Summary
Proactive and dedicated Payment Operations and Customer Service Specialist with a proven track record in transaction monitoring, payment operations, and administration within the business sector. I possess strong analytical and communication skills, complemented by a collaborative problem-solving attitude.
My expertise includes developing and maintaining clear documentation to enhance productivity. As a reliable team member, I have a solid understanding of business procedures and compliance regulations, ensuring maximum efficiency. I am committed to maintaining data accuracy and confidentiality in all projects. A dedicated and hard-working professional, I thrive in dynamic environments where attention to detail and customer satisfaction are paramount.
Overview
11
11
years of professional experience
Work History
SENIOR PAYMENT OPERATIONS SPECIALIST
HyperWallet Systems Inc/PayPal Canada Co.
11.2018 - 04.2024
- Spearheaded review of transactions for compliance with company's Compliance and Risk policies, significantly reducing potentially fraudulent activity
- Generated and managed payment files across multiple platforms, ensuring timely resolution of exceptions, and data file issues
- Established effective communication channels with internal staff, external business partners, and financial institutions, enhancing transaction resolution processes
- Contributed to maintenance of information flow between Product Development and Contact Centre teams, facilitating product and service improvements
- Directed training initiatives for new staff, bolstering team proficiency and operational standards
- Handle exception payments (rejects, returns, amendments, traces and investigations)
- Reconciled close to 30 bank accounts, ensuring accurate fund transfers in both directions
- Suggested and implemented operating procedure improvements, enhancing daily workflows and compliance processes
CUSTOMER SERVICE SPECIALIST
HyperWallet Systems Inc
05.2013 - 10.2018
- Provided comprehensive support to users, financial institutions, and business partners, addressing queries related to products, services, and transactions
- Processed daily financial transactions with accuracy, assisting with risk management and ensuring customer satisfaction
- Updated and maintained key customer service documents, including manuals and FAQs, supporting service excellence
- Managed high-volume tasks effectively, showcasing exceptional multitasking and organizational skills
Education
Diploma - Legal Studies
University of San Carlos
Guatemala City, GT01.2009
Bilingual Secretary -
International School of Travel, Tourism & Business
Guatemala City, GT01.2003
Skills
- Outstanding work ethic
- Analytical and problem-solving skills
- Bilingual in Spanish & English
- Detail-oriented
- Team collaborator
- Sales force
- Self-starter
- Results oriented
- Ability to multi-task
- Proficient in Microsoft Word
- Proficient in Excel
- Proficient in PowerPoint
- Proficient in Outlook
- Proficient in Slack
- Electronic Booking Systems
- Financial Reporting Tools
- Database Management (eg, SQL)
Accomplishments
- Supervised team of 10 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved goals by introducing new ideas to process payments and complete tasks.
- Resolved product issue through consumer testing.
- Documented and resolved problems which led to successful tasks.
- Collaborated with team of 5 in the development of automated files.
References
Available upon request
Training
- English Courses, Immigrant Services Society, Vancouver, BC
- Class 5 BC Driver’s License
Professional Highlights
- Outstanding work ethic
- Analytical and problem-solving skills to evaluate file information, assess coverage, and liability
- Bilingual in Spanish & English; verbal and written.
- Detail-oriented
- Team collaborator
- Sales force
- Self-starter and results orientated.
- Ability to multi-task in high pressure, fast paced environments while exceeding service standards
- Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Slack
- Electronic Booking Systems
- Financial Reporting Tools
- Data base Management (e.g., SQL)
Languages
English
Professional Working
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteImportant To Me
Work-life balanceHealthcare benefitsPaid sick leaveWork from home optionCompany CultureCareer advancementTeam Building / Company RetreatsTimeline
SENIOR PAYMENT OPERATIONS SPECIALIST
HyperWallet Systems Inc/PayPal Canada Co.
11.2018 - 04.2024
CUSTOMER SERVICE SPECIALIST
HyperWallet Systems Inc
05.2013 - 10.2018
Bilingual Secretary -
International School of Travel, Tourism & Business
Diploma - Legal Studies
University of San Carlos
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