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Sofia Tuquerrez

@sofiatuquerrez

Payments operations professional at Capital Services Sàrl investigating cross-border transfer incidents and following cases through resolution.

Ecuador

Message

What I'm looking for

I’m motivated to further develop my technical knowledge in payment technology and support operations.

At Capital Services Sàrl, I support customers using international remittance services and investigate delayed or unreceived transfers. I review transaction details and supporting documents, then coordinate follow-up with customers, correspondent partners, and internal teams.

I track incident responses and pending actions through resolution, support identity verification and control-list screening, and prepare operational reports using Excel. At Foto Max Visas, I guided clients through visa and passport service processes and reviewed application documents.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Payments Operations

Current

Capital Services Sàrl

May 2024 - Present (2 years 5 months)

Support customers using international remittance services by responding to transaction inquiries, payment-status questions, complaints, and service requests. Investigate delayed or unreceived transfers by reviewing transaction details and coordinating follow-up with customers, beneficiaries, correspondent partners, and internal teams.

Cross Border Operations Remittances Processing Transaction Investigation Payment Follow Up Customer Support Complaint Handling Case Prioritization Document Review Identity Verification Correspondent Communication Operational Reporting Excel Screening And Compliance OFAC Jira Slack

Customer Support & Operations Agent

Foto Max Visas

May 2023 - Dec 2023 (7 months)

Guided clients through visa and passport service processes, explaining application steps, documentation requirements, timelines, and appointment procedures. Prepared and reviewed application documents for completeness and consistency and supported clients through the application process.

Customer Support Document Review Case Follow Up Visa Services Passport Services