Katalin Petyko
Burnaby,BC
Summary
Multilingual Support / Customer Satisfaction / Team Leadership Customer-focused professional with over 10 years of experience in customer service, training, and supervisory roles. Adept at managing multilingual support teams, providing exceptional service, and resolving complex issues. Proficient in financial transactions, technical support, and team coordination. Experienced with leading global companies, including Hyperwallet (acquired by PayPal), American Airlines, and Lufthansa. Skilled in prepaid card operations, compliance, risk management, data analysis, and vendor management, with a strong background in training and coaching new staff.
Overview
14
14
years of professional experience
Work History
Prepaid Card Operations Manager
Hyperwallet (acquired by PayPal)
Vancouver, Canada
01.2017 - 08.2024
- Managed end-to-end operations of the prepaid card program, ensuring efficient card issuance and transaction processing
- Streamlined operational workflows, achieving a 35% reduction in processing time and a 25% increase in overall efficiency
- Oversaw vendor relationships, negotiated contracts, and monitored performance to ensure adherence to service level agreements (SLAs)
- Collaborated with cross-functional teams, including IT, compliance, and customer service, to launch new prepaid card products and features
- Conducted regular audits and reconciliations, maintaining 99% accuracy in financial transactions and reporting
- Supervised a team of 5 operations staff, providing training, performance evaluations, and career development support
- Led the migration of legacy systems to a new platform, resulting in a 40% increase in processing speed and reliability
- Continued in this role following Hyperwallet’s acquisition by PayPal, maintaining responsibilities and contributing to integration efforts until recent layoff.
Customer Service Supervisor
Hyperwallet
Vancouver, Canada
02.2013 - 12.2016
- Recruited and trained Customer Service Representatives, addressing individual and team training needs to enhance capabilities
- Provided leadership and motivation, ensuring team members met job responsibilities and objectives
- Supported customers through email and phone support, handling escalated queries and disputes
- Conducted performance reviews, monitored service calls and emails for compliance with company policies, and generated call center reports.
Customer Service Representative
Hyperwallet
Vancouver, Canada
02.2012 - 01.2013
- Supervised multilingual support teams (English/German and English/Russian)
- Provided telephone and email support for end-users, financial institutions, and business partners
- Addressed customer queries related to products, services, account sign-ups, online transactions, and balance inquiries
- Documented and tracked inquiries, processed daily financial transactions, and assisted with risk management and transaction trace requests
- Maintained and updated Customer Service Manuals and FAQs.
Resolution Help Desk Representative
American Airlines
Dublin, Ireland
06.2010 - 05.2011
- Supervised a team handling calls from the public, travel agencies, and internal customers
- Trained and coached new staff, ensuring successful performance by the end of their probation period
- Provided technical support for basic and AAdvantage reservations, and reservation systems (AACorRN, SABRE, AATMS)
- Assisted with the distribution and coordination of daily workloads and administrative tasks.
Education
Hospitality Management Course -
Canadian College
Vancouver, Canada08.2024
Teacher’s Diploma -
Bessenyei Gyorgy Teacher’s Training College
Nyiregyhaza, HungaryBusiness Manager Course Certificate -
Budapest, HungarySkills
- Multilingual Support
- Customer Satisfaction
- Team Leadership
- Customer Service
- Training
- Supervisory
- Managing
- Exceptional Service
- Complex Issue Resolution
- Financial Transactions
- Technical Support
- Team Coordination
- Prepaid Card Operations
- Compliance
- Risk Management
- Data Analysis
- Vendor Management
- Training and Coaching
- Operational Efficiency
- Streamlined Workflows
- Legacy Systems Migration
- Processing Speed
- Reliability
- Financial Transactions Accuracy
- Customer Support
- Technical Expertise
- Financial Expertise
- Compliance Management
- Microsoft Office
- SABRE Reservation System
- AAdvantage Reservations System
- Germanwings Flight Speed Computer System
- Multilingual Communication
- Conflict Resolution
- Mediation
- Problem Solving
- Troubleshooting
- Strategic Team Coordination
- Adaptability
- Interpersonal Communication
- Documentation
- Reporting
Timeline
Prepaid Card Operations Manager
Hyperwallet (acquired by PayPal)
01.2017 - 08.2024
Customer Service Supervisor
Hyperwallet
02.2013 - 12.2016
Customer Service Representative
Hyperwallet
02.2012 - 01.2013
Resolution Help Desk Representative
American Airlines
06.2010 - 05.2011
Hospitality Management Course -
Canadian College
Teacher’s Diploma -
Bessenyei Gyorgy Teacher’s Training College
Business Manager Course Certificate -
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