Maria Garcia
Dublin
Summary
Results-driven and highly motivated individual with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing profitable operations.
Confident and assertive, capable of working on own initiative or as part of a team. Flexible and easy adaptable person.
Overview
18
18
years of professional experience
Work History
Customer Success Advocate English and Spanish
Square
07.2024 - Current
- Provide customer support in both English and Spanish, ensuring a seamless experience for a diverse client base.
- Assist merchants with onboarding, account management and troubleshooting to optimize their use of Square products.
- Act as a liaison between customers and internal teams to resolve complex issues efficiently
- Deliver proactive education on Square tools and best practices to maximize customer satisfaction and retention.
- Maintain high service standards by handling inquiries across multiple channels (phone, email and chat)
Owner and Chef
Sal Y Pepa Tapas Foodtruck
10.2022 - 11.2023
- Evaluated suppliers and placed food orders on a weekly basis taking into account budget and expected demands.
- Trained and motivated staff to perform daily functions.
- Applied feedback from customers to improve menu.
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Manage business end to end including design of menu, mise en place, cleaning schedules
- HACCP applied as per regulations.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
- Reviews in Irish Sunday Independent and Irish times. Handled professionally the unexpected high volume of work.
Senior Seller Risk Learning & Success Enablement
PayPal European Centre Of Excellence
05.2020 - 07.2022
- Design different trainings for Seller Risk and Success Enablement team
- Delivering training in PayPal risk to team globally.
- Facilitated virtual, blended learning sessions.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Reviewing, communicating and coaching to daily performance, quality, behavior on a team level.
- Resolved problems, improved operations and provided exceptional service.
- Executing a n effective quality program that ensures that quality compliance are met.
Senior Credit Risk Analyst
PayPal European Centre Of Excelence
10.2013 - 05.2020
- Responsible for daily queue management ensuring Service Level achievement.
- Assessed credit risk and analyzed financial statements.
- Analyzed customer data such as financial statements to determine level of risk involved.
- Conducted financial review of customer lines of credit by assessing company financials.
- Complete ongoing quality assessment to Merchant Risks Analysts and coaching in order to improve the team quality.
- Acting as a main point of contact on a daily basis for a team of forty high performance audience
- Support business and revenue growth
- Assist in projects to develop recommendations for policy, protocols, risk mitigation strategy, merchant trust and safety tools.
- Assist and collaborate in new product development in order to achieve efficiency.
- Monitored credit accounts to identify exposure and mitigate issues and prevent losses.
- Deliver and lead training and learning sessions.
Team Leader Contingency
PayPal European Centre Of Excellence
04.2017 - 11.2017
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Held daily team huddles to inform team members on company news and updates.
- Created and managed project plans, timelines and budgets.
- Mentored. coached and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Merchant Risk Operations Specialist
PayPal European Centre Of Excellence
05.2012 - 10.2013
- Conduct full assessment of merchant accounts risk including PayPal acceptable use, Federal and State regulatory compliance, Credit Card compliance, Legal, Fraud and Credit Risk. Review merchants in a timely and efficient manner.
- Interpret and analyse credit bureau reports, financial statement, business model and business history.
- Calculate reserve and/or collateral requirements based on credit exposure and communicate the decision verbally and/or in written to the merchant.
- Tracked and analyzed reports to determine needed improvements.
Merchant Vetting Analyst
PayPal European Centre Of Excellence
12.2011 - 10.2013
- Underwriting merchants applications, reviewing data inputted and vetting merchant's applications against pre-set Credit Policies and procedures.
- Apply the credit policy rules consistently. This requires a thorough understanding of the credit policy, AUP policy all fraud policies.
- Conducted interviews with merchants in order to have a full understanding of the business model.
- Decision making in the approval of applications and ensuring that the company is not compromise through poor checks and decisions.
- Provide regular updates to management regarding trends and changes recognized during the day to day Merchant vetting activities.
Seller Fraud Specialist
PayPal European Centre Of Excellence
08.2010 - 12.2011
- Analyzed account history and trends in order to take appropriate actions on accounts.
- Working appeal queue as well as other items related to Account Review, Charge Backs, Buyer protection, Appeals and/or Debit Card
- Review PayPal accounts and determine the legitimacy of the account and the account holder and associated risk.
- Ability to make discretionary decisions based on research and practice sound judgment.
- Demonstrate patience and customer centric, professional approach over the phone and in writting.
Claims Specialist
PayPal European Centre Of Excellence
08.2009 - 07.2010
- Applied PayPal Buyer and Seller Protection Policy
- Reviewing responses from sellers submitted as a result of a buyer report to fraudulent or unfair practices
- Use buyer complaints discretionary decision making skills in the completion or cancellation of pending reversals, restrictions on accounts when appropriate and taking other discretionary action to resolve
- Communicating effectively by phone and/or email the outcome to customers
Sales and Reservations Specialist
Lufthansa German Airlines
01.2008 - 07.2009
- Specialist in Around the World tickets.
- Handled billing information over phone.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to sales
- Working under high volume of pressure and under challenging targets.
- Technical Support for Travel Agencies and Tour operators
Shop Assistant
Dunnes Store Supermarket
10.2007 - 01.2008
- Greeted customers entering store and offered assistance with requirements.
- Completed daily tasks accurately and on-time to support shop needs.
- Report directly to manager if any issues occurred on the shop floor
- Assisted customers in finding items and explained benefits and services to increase sales and satisfaction.
- Collected payment by cash, debit or credit card and used Point of Sale system to process transaction.
Group Leader
EF Language School
06.2007 - 09.2007
- Manage group of spanish students.
- Organizing the groups for their accommodation in Griffith College.
- Make sure the English classes are going well for all the students.
- Responsible for all the activities outside the school; tours around Ireland, Irish dancing, movie sessions, etc
Education
Course - Train The Trainer
Hartley People Training
Waterford, Ireland06.2024
Courses Completed
PayPal European Centre of Excellence
Dublin06.2022
High School Diploma -
College Degree in Tourism And Hospitality
Costa Del Sol. Malaga06.2005
High School Diploma -
German Philology
Seville06.2002
Skills
- Strategic planning
- Cash Handling
- Financial Management
- Coaching and mentoring
- Food preparation and safety
- Staff training/development
- Product development
- Efficient multi-tasker
- High risk account reviews
- Analytical and Critical Thinking
- Organization and Time Management
Languages
Spanish
Native language
English
Advanced
C1
German
Beginner
A1
Timeline
Customer Success Advocate English and Spanish
Square
07.2024 - Current
Owner and Chef
Sal Y Pepa Tapas Foodtruck
10.2022 - 11.2023
Senior Seller Risk Learning & Success Enablement
PayPal European Centre Of Excellence
05.2020 - 07.2022
Team Leader Contingency
PayPal European Centre Of Excellence
04.2017 - 11.2017
Senior Credit Risk Analyst
PayPal European Centre Of Excelence
10.2013 - 05.2020
Merchant Risk Operations Specialist
PayPal European Centre Of Excellence
05.2012 - 10.2013
Merchant Vetting Analyst
PayPal European Centre Of Excellence
12.2011 - 10.2013
Seller Fraud Specialist
PayPal European Centre Of Excellence
08.2010 - 12.2011
Claims Specialist
PayPal European Centre Of Excellence
08.2009 - 07.2010
Sales and Reservations Specialist
Lufthansa German Airlines
01.2008 - 07.2009
Shop Assistant
Dunnes Store Supermarket
10.2007 - 01.2008
Group Leader
EF Language School
06.2007 - 09.2007
Course - Train The Trainer
Hartley People Training
Courses Completed
PayPal European Centre of Excellence
High School Diploma -
College Degree in Tourism And Hospitality
High School Diploma -
German Philology