Pasquale Maurini

Operations professional with over 10 years of experience managing fast-moving ticket queues, resolving high-stakes customer escalations, and keeping day-to-day workflows moving smoothly. Highly skilled at ticket triage—quickly assessing incoming technical or financial issues, prioritizing them by business impact, and routing them to the correct engineering or product teams. A practical, reliable problem solver who balances high-volume queue management with the steady execution of daily financial reconciliations and process audits.

Experienced in stabilizing high-volume operational environments, improving queue management, and creating internal tracking systems that prevent repeat issues.

Billing Operations Specialist at DEEP SENTINEL (2024-01 – Present)

• Owned the daily intake queue and ticket triage for the company's highest-volume B2B partners, quickly isolating complex billing, audit, and account errors to speed up resolution times.
• Investigated complex partner account data to fix commission discrepancies, building simple spreadsheet tracking tools that eliminated manual processing steps and cut down weekly ticket volume.
• Developed automated reporting scripts via Gemini, optimizing operational data reviews across hundreds of individual partner accounts to deliver real-time performance metrics for the company's highest-volume channel affiliates.
• Developed an operational tracking framework to manage a large-scale product recall, creating a single source of truth for communications and managing the sudden surge in incoming triage requests.

Financial Operations Manager at NESTEGG ONLINE (2020-12 – 2022-12)

• Led improvements to the Stripe transaction lifecycle and Virtual Card (VC) operations, partnering with Product and Engineering to fix system bugs and reduce payment-related customer escalations by 40%.
• Acted as the primary operations point throughout live platform outages, orchestrating cross-functional resolution strategies and maintaining partner SLAs to protect business clients from service disruptions.
• Built real-time transaction monitoring and reporting using MySQL to identify fraud and risk trends, helping reduce financial losses by 25% while minimizing false declines for legitimate customers.
• Developed and maintained a comprehensive digital training library, standardizing operational procedures to improve queue handling and service consistency across the team.

Manager, Customer Experience & Operations at INABUGGY INC. (2019-01 – 2020-03)

• Managed daily queue operations and ticket triage for a rapidly growing customer support team, prioritizing delivery exceptions and logistics failures during a period of intense corporate hyper-growth.
• Developed and managed the operational support strategy that enabled expansion from 6 to 12 Canadian markets while maintaining strict service quality and queue control.
• Created clean communication and escalation processes between customer support, logistics, and engineering teams, directly reducing operational friction and ticket backlogs.
• Led recruiting, onboarding, and performance coaching for the operations team, ensuring new hires maintained process consistency during a 500% workforce expansion.

Business Support Representative at MONERIS SOLUTIONS (2014-06 – 2017-05)

• Managed a fast-paced merchant support queue, diagnosing, triaging, and sorting complex payment processing and technical hardware issues for business clients.
• Achieved the top department ranking for Quality Assurance and First-Contact Resolution by resolving urgent ticket issues accurately on the very first interaction.
• Ran daily transaction reconciliations, isolating persistent software bugs and routing them to tier-3 technical teams with detailed notes for troubleshooting.

Studies in Business Management & International Business – Seneca College