NANCY WILFRED MARO
Ottawa,Canada
Summary
Resourceful professional in engineering and finance management with a proven track record of high productivity and efficient task completion. Expertise in project coordination, account reconciliation, and regulatory compliance. Excel in communication, problem-solving, and time management which ensure outstanding performance in client interactions and financial resolutions. Strong analytical skills facilitate effective payment tracking and discrepancy resolution. Adept at working effectively unsupervised, in new situations and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Payment Operations Specialist
Veem Corp
Ottawa, Canada
10.2022 - 02.2025
- Monitored, and reconciled payment transactions (including mass pay files) across multiple channels (ACH, SWIFT, SEPA, cards, wallets).
- Investigated & resolved payment failures, chargebacks, and settlement discrepancies, reducing transaction delays while maintaining strong communication with payment providers, and internal teams.
- Ensured compliance with KYC/AML regulations, escalating suspicious activity to risk/compliance teams.
- Provided operational support for merchants and customers by managing payment inquiries, refunds, and settlement timelines with clear communication and resolution.
- Spearheaded help center content development, including creating videos and articles, to educate clients and boost self-service capabilities, improving UX.
- Mentored and supported new team members in workflows, tools, and client strategies, strengthening service quality and productivity.
- Collaborated with cross-functional teams to optimize workflows, improve payment infrastructure, and drive automation initiatives.
Customer Success Specialist
Veem Corp
Ottawa, Canada
10.2021 - 01.2023
- Delivered dedicated technical support and data-driven insights to ensure compliance with KYC and anti-fraud protocols, while enhancing client engagement to drive retention, increase product adoption, and strengthen loyalty.
- Onboarded and supported high-value clients, resolving API integration challenges with platforms such as QuickBooks and Xero.
- Created help center resources to improve client self-service and reduce support demand.
- Partnered with product and engineering teams to translate client feedback into product updates and operational improvements.
- Supported internal teams through KPI tracking, ticket analysis, and performance dashboards using Looker, Zendesk and Hubspot.
Residential Project Coordinator
Oakwood
Ottawa, Canada
06.2021 - 01.2022
- Oversaw residential construction projects, ensuring compliance with environmental regulations, structural standards, and client specifications.
- Streamlined project documentation (contracts, permits, compliance records), improving efficiency and regulatory accuracy.
- Managed budgets, procurement, and supplier communications, achieving cost-effective resource allocation.
- Coordinated with contractors, clients, and stakeholders to align objectives, resolve issues, and deliver successful project outcomes.
Customer Success Specialist
NTT Business Process Outsourcing
Ottawa, Canada
03.2021 - 09.2021
- Responded promptly to all incoming inquiries from clients regarding product information or support requests.
- Resolved customer inquiries in a timely manner while maintaining an exceptional level of service.
- Collaborated with teams to address customer inquiries and resolve issues.
- Educated clients on product features and best practices for usage.
Junior Project Administrator
ESM Consulting Eng.
Tanzania, Tanzania
03.2019 - 12.2019
- Supported residential structural design using AutoCAD and STAAD Pro in collaboration with senior architects.
- Prepared feasibility studies, engineering specifications, and proposals to support informed client decisions.
- Conducted structural analyses using STAAD Pro and AutoCAD to assess load, stress, and material efficiency, contributing to optimized designs.
- Delivered engineering reports and documentation in line with project scopes and regulatory requirements.
Structural Engineering Intern
ESM Consulting Eng.
Tanzania, Tanzania
08.2017 - 09.2017
- Designed and refined structural concepts for residential projects using AutoCAD and STAAD Pro, collaborating with senior architects to deliver accurate design solutions.
- Managed documentation deadlines to ensure accuracy and completeness in technical drawings and calculations.
- Recommended process improvements to enhance design accuracy and alignment with industry best practices.
Civil Engineering Intern
China State Construction
China, China
05.2017 - 07.2017
- Assisted in developing design concepts, project documentation, and feasibility studies for structural enhancement initiatives.
- Conducted site visits and worked with subcontractors to troubleshoot challenges and streamline project execution.
- Researched sustainable foundation and structural engineering practices to improve compliance and design efficiency.
Education
Master of Engineering - Civil Engineering
University of Ottawa
Ottawa, ON03-2021
Bachelor of Engineering - Civil Engineering
China University of Petroleum
China07-2018
Skills
- Data Analysis
- Research Methods
- Project Coordination
- Stakeholder Management
- Risk Assessment
- Process Improvement
- Strategic Planning
- Problem Solving
- Team Collaboration
- Budget Management
- Time Management
- Schedule Management
- Trend Identification
- Workflow Optimization
- Compliance Monitoring
- Analytical Thinking
- Report Writing
- Feasibility Studies
- Structural Analysis
- Environmental Assessments
- Documentation Management
- Decision-Making
- Relationship Management
- Change Management
- Conflict Resolution
- Resource Allocation
- Policy Interpretation
- Quality Assurance
- Requirements Gathering
- Operational Efficiency
- Data entry and management
- Research and due diligence
- Finance
- Payment reconciliation
- Monitoring transactions
- Customer relationship management
- Cross-functional collaboration
- Data analysis
- Process optimization
- Problem solving
- Effective communication
Technology Proficiencies
- Microsoft Office Suite
- Microsoft Project
- Google Workspace (G-Suite)
- AutoCAD
- STAAD Pro
- Salesforce
- Zendesk
- Hubspot
- Looker
- CRM & Support Tools
Awards And Workshops
- The Ottawa Geotechnical Certificate of Excellence, Honours conferred at the Geotechnical Hazards and Risks Conference.
- Workshops on Environmental Assessment and Compliance
Timeline
Payment Operations Specialist
Veem Corp
10.2022 - 02.2025
Customer Success Specialist
Veem Corp
10.2021 - 01.2023
Residential Project Coordinator
Oakwood
06.2021 - 01.2022
Customer Success Specialist
NTT Business Process Outsourcing
03.2021 - 09.2021
Junior Project Administrator
ESM Consulting Eng.
03.2019 - 12.2019
Structural Engineering Intern
ESM Consulting Eng.
08.2017 - 09.2017
Civil Engineering Intern
China State Construction
05.2017 - 07.2017
Master of Engineering - Civil Engineering
University of Ottawa
Bachelor of Engineering - Civil Engineering
China University of Petroleum