FINANCIAL SYSTEMS ANALYST
Western Union - Santa Ana, Costa Rica | August 2018 - Present
- Administer corporate treasury systems, serving thousands of customers, accomplishing 1000+ configurations, and maintaining support relationships with 100+ banks
- Reduced processing times by 23% and increased customer satisfaction among Western Union employees
- Spearhead cross-functional collaboration and develop innovative solutions to resolve operational challenges
- Architect system upgrades, curate training modules, and refine services to boost productivity
- Pioneered process automation frameworks, significantly streamlining bank file transfer processes
- Tools/systems used > Python, SWIFT, TMS, Servers, Automate, SFTP, Cloud, AWS, Salesforce, SAP, Service Now, Teams, ZOOM, Jira, Wrike, Office, Lucid.
FRAUD ANALYST
Western Union - Santa Ana, Costa Rica | July 2016 – July 2018
- Excelled in conducting fraud analysis and risk management on Western Union's digital channels, successfully thwarting fraudsters around the globe
- Monitored real-time transactions and optimized team performance
- Provided comprehensive statistical reporting to executive leadership
- Spearheaded the development and implementation of new SOPs, reducing DRT transaction processing times by 18% and establishing a new operational standard
RENTAL PROPERTY BUSINESS ADMINISTRATOR
Family Business - San José, Costa Rica | June 2013 – June 2016
- Oversaw day-to-day operations for family-owned rental properties, including lease agreements, maintenance, and tenant relations
- Managed business finances, including rent collection, expense payments, budgeting, and profit reinvestment
- Ensured regulatory compliance with local landlord-tenant laws and housing regulations
HOME LOAN & TRUSTEE FINANCIAL ANALYST
Bank of America - San José, Costa Rica | April 2010 – May 2013
- Facilitated loan modifications and foreclosure management, making data-driven decisions to provide optimal solutions for homeowners
- Championed process improvements, considerably reducing loan modification turnaround times
- Managed home condition control, coordinated inspections, and oversaw after-sale processes
SALESFORCE ADMINISTRATOR
Fujitsu - Heredia, Costa Rica | March 2008 – February 2010
- Directed technical support Tier 1, Tier 2and client training initiatives across chat, email, and GoToMeeting
- Served as trusted consultant, guiding customers in building and optimizing Salesforce solutions
- Instituted Salesforce
