Ben Mark Cayapa

Detail-oriented Data and Operations Professional with 9+ years of experience in financial operations, data entry, reporting, reconciliation, fraud analysis, and administrative support. Skilled in maintaining data accuracy, improving processes, and supporting cross-functional teams in fast-paced remote environments.

Financial Data Analyst - Thrive Capital

(2023-04 - 2026-05)

• Maintained financial records and prepared reports to support business operations
• Performed high-volume data entry while maintaining data accuracy across multiple systems
• Verified and organized source documents while supporting data migration initiatives
• Generated operational reports and tracked key performance metrics to support business decisions
• Collaborated with cross-functional teams to streamline workflows and resolve data-related issues
• Processed and reconciled financial data to identify discrepancies and maintain accurate records
• Identified data quality issues and recommended process improvements to enhance workflow efficiency
• Investigated suspicious transactions and account activities to detect fraud and minimize financial risk
• Monitored real-time operations, staffing levels, and service queues to maintain service level targets
• Developed and maintained workforce schedules based on forecasted call volumes and business requirements
• Generated operational reports using Microsoft Excel to monitor productivity and workforce performance
• Analyzed call volume, staffing, and performance trends to support workforce forecasting and capacity planning
• Coordinated schedule adjustments and staffing allocations to meet operational demands and service level targets
• Prepared workforce reports and provided operational insights to support management decisions and process improvements

Fraud & Chargeback Analyst - ARB Interactive

(2022-05 - 2023-04)

• Investigated chargeback claims and disputed transactions to identify fraudulent activity and minimize financial losses
• Conducted root cause analysis of payment disputes and unauthorized transactions to recommend corrective actions
• Prepared supporting documentation and evidence for chargeback representment and recovery
• Monitored chargeback trends, fraud patterns, and performance metrics to identify risks and improve outcomes
• Collaborated with cross-functional teams to improve dispute resolution processes, documentation standards, and fraud prevention efforts

Fraud Analyst | Real-Time Analyst | Workforce Scheduler - Ubiquity

(2019-02 - 2022-05)

• Investigated suspicious transactions and account activities to detect fraud and minimize financial risk
• Monitored real-time operations, staffing levels, and service queues to maintain service level targets
• Developed and maintained workforce schedules based on forecasted call volumes and business requirements
• Generated operational reports using Microsoft Excel to monitor productivity and workforce performance
• Analyzed call volume, staffing, and performance trends to support workforce forecasting and capacity planning
• Coordinated schedule adjustments and staffing allocations to meet operational demands and service level targets
• Prepared workforce reports and provided operational insights to support management decisions and process improvements

Customer Service & Back Office Support - TELUS International (MasterCard)

(2015-10 - 2019-02)

• Resolved customer inquiries via phone, email, and chat while delivering high-quality customer service
• Processed refunds, debits, account reconciliations, and other financial transactions with accuracy
• Documented fraud investigations to support dispute resolution and collections
• Maintained accurate customer records and updated account information across multiple systems
• Escalated complex account and payment issues to appropriate teams to ensure timely resolution
• Assisted customers with account verification, transaction inquiries, and account-related support

Bachelor of Science - Hospitality and Tourism Management - Saint Louis University – Mary Heights Campus (2009 - 2014)