Ben Mark Cayapa

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

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