Omar Prado

• Manage and resolve technical payment incidents related to transactions, POS terminals and operational workflows.

• Handle merchant accounts and case management via Salesforce, ensuring data accuracy and service quality.

• Monitored transaction processing systems for accuracy, ensuring compliance with regulatory standards.
• Collaborate with engineering teams using JIRA to escalate and resolve complex technical issues.

• Deliver onboarding and training sessions for merchants on payment platforms.
• Support fraud detection and investigation processes in coordination with risk teams.

• Improved issue resolution efficiency and customer satisfaction through structured case handling.
• Acted as a bridge between technical teams and non-technical clients.

• Maintained and validated high-volume operational data, ensuring compliance and accuracy.
• Supported administrative and customer processes with strong attention to detail.
• Collaborated across teams to improve operational workflows.

• Maintained data integrity in internal systems, ensuring timely updates and accurate information retrieval.
• Monitored key performance indicators to identify areas for process improvement and operational efficiencies.
• Ensured timely completion of projects, prioritizing tasks based on deadlines and importance.

• Coordinated interdepartmental communication to streamline administrative processes and enhance operational efficiency.

• Supported operations and customer service teams in financial and administrative processes.
• Managed onboarding/offboarding workflows and internal documentation.
• Ensured audit-ready documentation aligned with regulatory standards.

• Led team operations, ensuring adherence to quality standards and performance metrics.
• Facilitated training sessions, enhancing employee skills and boosting team productivity.
• Implemented process improvements, driving efficiency across multiple service lines.
• Monitored key performance indicators, identifying trends to optimize operational effectiveness.

• Managed customer interactions, escalations and service quality.