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Esperanza G

@esperanzag

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Operations and client service professional at ScotiaGBS, processing 200+ weekly card requests with 99% accuracy.

Dominican Republic

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What I'm looking for

Seeking full-time roles in Account Management, Financial Operations, or Customer Service Leadership. Open to remote positions. Available to start immediately.

At Scotia Global Business Service (ScotiaGBS), I processed more than 200 weekly credit card and unsecured lending account requests with 99% accuracy and compliance as a Card Services Officer.

As an Investment Support Officer at ScotiaGBS, I executed investment transactions and account transfers with 98%+ accuracy. I also used MS Power and PEGA to optimize high-volume workflows and meet SLA targets.

Across roles at One Park Financial, Xploy Solutions, Prestige Media - TBX, Alorica, and Convergys, I supported merchants and clients with account needs, claims, reservations, and case inquiries. I’m studying Business Accounting at Universidad Abierta Para Adultos (UAPA), building knowledge in financial reporting, cost analysis, and budget management.

Experience

Work history, roles, and key accomplishments

National Account Executive

One Park Financial

Aug 2026 - Sep 2026 (1 month)

Re-engaged previously funded merchants, conducted outbound calls, and explained the Revenue Based Financing process to support client needs.

Outbound Calls Discovery Questionnaires Consultative Communication Revenue Based Financing Customer Relationship Management

Card Services Officer

Scotia Global Business Service

Jul 2025 - Aug 2026 (1 year 1 month)

Processed account maintenance for credit cards and unsecured lending, handling 200+ weekly requests with 99% accuracy and compliance. Managed rush requests and escalated risks to strengthen compliance.

Account Maintenance Credit Cards Unsecured Lending SLA Management Risk Escalation Compliance

Investment Support Officer

Scotia Global Business Service

Jan 2024 - Jul 2025 (1 year 6 months)

Executed investment transactions and account transfers with 98%+ accuracy, collaborating with branches and Financial Advisors to resolve client matters. Optimized workflows using MS Power and PEGA.

Investment Transactions Account Transfers MS Power PEGA Workflow Optimization Compliance

Claims Specialist

Xploy Solutions

Jun 2022 - Jan 2024 (1 year 7 months)

Processed insurance claims for a NY/NJ rental company, coordinating claim resolution and ensuring accuracy in sensitive banking information. Created inspection routes and validated roof inspection forms.

Insurance Claims Documentation Claim Resolution Route Inspection Client Communication

Legal Assistant/Case Specialist/Case Coordinator/Operations Supervisor

Prestige Media - TBX

Sep 2020 - May 2022 (1 year 8 months)

Oversaw team portfolio management as Operations Supervisor, organized client appointment logistics as Case Coordinator, assisted clients with case requests as Case Specialist, and educated clients on New York's No-Fault Law as Legal Assistant.

Portfolio Management Client Follow up Reporting Appointment logistics Case Management Legal Assistance No Fault Law

Customer Service and Reservations Representative

Alorica

Jan 2018 - May 2019 (1 year 4 months)

Assisted clients with hotel reservations, advised on best options, and delivered personalized service to enhance satisfaction and repeat business.

Reservations Customer Service Client Advising Personalized Services Problem Solving

Customer Service Associate

Convergys

Oct 2015 - Jan 2018 (2 years 3 months)

Handled high-volume call center interactions, resolved inquiries and complaints with empathy, and processed client requests to ensure positive customer experiences.

Call Center Customer Service Issue Resolution Order Management Account Assistance Empathy

Education

Degrees, certifications, and relevant coursework

Universidad Abierta Para Adultos (UAPA)

Bachelor's Degree, Business Accounting

2026 -

Activities and societies: Developing expertise in financial reporting, cost analysis, and budget management; building skills in accounting systems, compliance with regulations, and business decision support; applying academic knowledge to practical contexts including process documentation, KPI reporting, and financial planning.

Pursuing studies in Business Accounting, developing expertise in financial reporting, cost analysis, and budget management.

Universidad APEC (UNAPEC)

Bachelor's Degree, Tourism and Hotel Management

2016 - 2019

Activities and societies: Developed practical skills in client relationship management and business administration.

Completed coursework toward a Bachelor's Degree in Tourism and Hotel Management, gaining knowledge in hospitality operations, customer service management, and marketing strategies.