Open to opportunities

William Santiago Uribe Saldarriaga

@williamsantiagouribe

Fintech and technical support professional with data analytics skills, handling complex API, billing, and payment operations.

Colombia

Message

What I'm looking for

I’m looking for a role in fintech operations or technical support where I can analyze API and billing issues, triage escalations, and use SQL/Python/Power BI to turn support data into clear next steps.

I’m a Systems Engineering student and technical support professional focused on fintech support and data analytics. I have 2+ years of English-speaking support experience in fintech and banking environments, working through complex operations case analysis and escalations.

I support Stripe-related workflows by handling chat, email, and phone inquiries for technical, billing, and payment-related topics. My day-to-day work includes analyzing APIs, billing, invoices, and payment operations, connecting technical context with financial operations.

I’m experienced in triaging and prioritizing escalation cases based on complexity, urgency, and internal criteria. I document findings and next steps to improve operational clarity across teams, including fraud-related scenarios where confidentiality and clear communication are essential.

Alongside support operations, I build analytics projects to demonstrate my capabilities with SQL, Python, PostgreSQL, and Power BI. I bring a structured, data-driven approach to troubleshooting and continuous improvement, turning support signals into actionable insights.

Experience

Work history, roles, and key accomplishments

Fintech Support Agent

Teleperformance - Stripe

Feb 2024 - Mar 2026 (2 years 1 month)

Supported and routed English inquiries for Stripe Flex users via chat, email, and phone, handling technical, billing, and payment-related topics. Performed complex case analysis and API/billing/invoice/payment troubleshooting, triaging escalations and documenting next steps using SQL/Python and BI tools.

Multichannel Support Case Management Escalation Management API Operations Billing Support Invoicing SQL Python PostgreSQL Power BI Pandas SQLAlchemy Salesforce Slack Gmail Twilio Google Sheets Replit

Fraud Agent

Teleperformance - Capital One

Jun 2023 - Aug 2023 (2 months)

Handled English phone support for fraud-related cases for high-value credit card users. Validated information, analyzed risk signals, and guided users through sensitive financial security processes with clear documentation and escalation judgment.

Fraud Investigation Risk Signal Analysis Phone Support Escalation Judgment Confidentiality Case Documentation

Education

Degrees, certifications, and relevant coursework

UNAD - National Open and Distance University

Bachelor of Science in Systems Engineering, Systems Engineering

B.S. in Systems Engineering (in progress), currently in the second semester. Relevant coursework includes Programming Fundamentals, Discrete Mathematics, Linear Algebra, and Differential Calculus.

Corporación de Educación Tecnológica (CET)

Java Development (Training), Software Development (Java)

2023 -

Java Development training covering Java fundamentals, programming logic, and object-oriented development.

SENA

Technical training, Accounting & Financial Operations

Technical training in accounting records, commercial operations, and financial processes. Focused on documentation, escalation management, and commercial/financial operations support.