Open to opportunities

silvia elena potoy rodriguez

@silviaelenapotoyrodr

Message

I am an experienced intake and compliance specialist ensuring accurate onboarding and fraud preventi

Nicaragua

Message

What I'm looking for

I seek a stable, supportive role in client intake or compliance where I can apply onboarding, fraud prevention, and customer-care expertise to drive accurate results and strong client outcomes.

I am a highly experienced client-focused professional with strong communication, critical thinking, and problem-solving skills. I thrive in roles that require attention to detail and consistent, accurate execution.

As a Virtual Intake Specialist, I managed the full intake lifecycle using Lawmatics and MyCase, ensuring leads were accurately tracked and qualified. I reviewed and disputed unqualified leads to save marketing costs, scheduled consultations across multiple channels, and processed engagement agreements and payments quickly and accurately.

At Remitly I worked as a Compliance Investigator and Customer Protection Associate, conducting high-risk account reviews and detecting fraud and policy violations. I consistently met quality control targets, ensured full compliance with internal policies, and contributed to protecting customer funds through timely, accurate risk assessments.

Earlier roles in customer service and technical support sharpened my payment processing, account management, and remote troubleshooting skills. I delivered personalized service that improved client satisfaction and retention while handling high volumes of inbound and outbound communications.

I also served as an ESL teacher, which strengthened my ability to explain complex information clearly and adapt my approach to diverse audiences. I am seeking a stable, supportive work environment where I can apply my onboarding, compliance, and client-care expertise to deliver exceptional outcomes.

Experience

Work history, roles, and key accomplishments

Virtual Intake Specialist

RCG Law Group

Aug 2023 - Jul 2025 (1 year 11 months)

Managed the full intake lifecycle for potential and existing clients, ensuring leads were accurately tracked and qualified through Lawmatics and MyCase. Reviewed and disputed unqualified leads, helping the firm save on marketing costs and improve lead quality.

Lawmatics MyCase Lead Qualification Client Communication Data Management Scheduling Payment Processing

Compliance Investigator

Remitly, Managua

Jul 2022 - Jul 2023 (1 year)

Reviewed accounts and transactions to detect fraud and policy violations, preventing financial risk. Ensured full compliance with internal policies through deep investigations and consistently met all quality control targets.

Fraud Detection Compliance Policies Risk Management Quality Control Data Analysis Compliance

Customer Protection Associate (Risk Investigator)

Remitly Managua

May 2021 - Jun 2022 (1 year 1 month)

Conducted high-risk account reviews to identify and prevent fraud in international money transfers. Provided personalized support while ensuring strict adherence to compliance policies, contributing to the protection of customer funds and company assets.

Fraud Prevention Risk Assessment Compliance Customer Support Financial Security

Customer Service Representative

Sitel Nicaragua

Jun 2019 - May 2021 (1 year 11 months)

Applied expertise in credit card processing to securely manage payments and reduce transaction errors. Delivered personalized customer service that fostered trust, enhanced client satisfaction, and improved customer retention.

Card Processing Account Management Customer Service Customer Satisfaction Customer Retention

Temporary English Teacher

San Gregorio Public School, Carazo

May 2018 - Apr 2019 (11 months)

Guided students through the process of learning a second language, fostering language acquisition and cultural understanding. Provided structured instruction and individualized support to diverse student groups.

Curriculum Development Instructional Design Classroom Management Lesson planning

Technical Support Agent

Concentrix Managua

Nov 2017 - Mar 2018 (4 months)

Proficient in remote technical troubleshooting and coordinating service appointments to resolve customer issues efficiently. Experienced in processing service payments, ensuring smooth transactions, and maintaining high customer satisfaction.

Technical Support Customer Service Payment Processing Customer Satisfaction

Customer Service Representative

Sitel Nicaragua

Oct 2014 - Oct 2016 (2 years)

Experienced in processing service payments, guiding customers through profile setup, and delivering basic technical troubleshooting. Committed to providing clear, user-friendly support to ensure a seamless customer experience and efficient issue resolution.

Payment Processing Customer Support Technical Troubleshooting Customer Experience