Evelyn Franco

Payment Operations Specialist at Avinode Group
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Contact Information
us****@****om
(386) 825-5501
Location
Miami, Florida, United States, US
Languages
  • English Native or bilingual proficiency
  • Spanish Native or bilingual proficiency
  • Portuguese Full professional proficiency

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Bio

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5.0

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Elizabeth Garcia

I have had the pleasure of being a mentor to Evelyn for over 15 years. Over the years, Evelyn has flourished as a representative for various organizations in the sometimes difficult arena of customer satisfaction. I have always been impressed with Evelyn's professionalism and willingness to assist clients even when most of us would throw in the towel. Evelyn is passionately dedicated to her profession. I feel incredibly lucky to have known Evelyn as she is a true inspiration to others -an exemplary individual. I highly recommend Evelyn for employment with an organization seeking a focused, customer satisfaction driven individual.

Johanna Jimenez

Based on my experience working with Evelyn, I quickly developed a sense of admiration for her. She is a natural leader, highly focused, energetic and driven professional. She consistently took on challenging roles and then performed over and above what was expected of her. She consistently demonstrated outstanding level of service, professionalism and follow-through. Evelyn is reliable, dedicated and eternally upbeat. Her ability to calm angry or frustrated customers is unparalleled. I am confident she would make an INVALUABLE contribution to any institution, and heartily endorse her for any customer service position.

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Credentials

  • Business Analytics
    Harvard Business School Online
    May, 2021
    - Nov, 2024
  • Adaptive Project Leadership
    LinkedIn
    Mar, 2021
    - Nov, 2024
  • Journey Mapping: Case Study in Action
    LinkedIn
    Mar, 2021
    - Nov, 2024
  • Problem Solving Techniques
    LinkedIn
    Mar, 2021
    - Nov, 2024
  • Excel: Creating a Dashboard with Power Query (Office 365/Microsoft 365)
    LinkedIn
    Oct, 2020
    - Nov, 2024
  • Become an Agile Project Manager
    LinkedIn
    Jul, 2020
    - Nov, 2024
  • Leading with Emotional Intelligence
    LinkedIn
    Jul, 2020
    - Nov, 2024
  • Master In-Demand Professional Soft Skills
    LinkedIn
    Jul, 2020
    - Nov, 2024
  • Transitioning from Waterfall to Agile Project Management
    LinkedIn
    Jun, 2020
    - Nov, 2024
  • Agile Foundations
    LinkedIn
    May, 2020
    - Nov, 2024
  • Cert Prep: PMI Agile Certified Practitioner (PMI-ACP)®
    LinkedIn
    May, 2020
    - Nov, 2024
  • Improving Communication Skills
    Coursera Course Certificates
    May, 2020
    - Nov, 2024
  • Leadership: Practical Skills
    LinkedIn
    May, 2020
    - Nov, 2024
  • Disputes & Chargebacks
    Chargeback
    Mar, 2020
    - Nov, 2024
  • Identity Theft Reg Flags
    BAI
    Apr, 2015
    - Nov, 2024
  • Cybercrime Essentials for Financial Institutions
    BAI
    Nov, 2014
    - Nov, 2024
  • Disaster Recovery
    BAI
    Nov, 2014
    - Nov, 2024
  • CIP: Identity Verification and Compliance
    BAI
    Apr, 2015
    - Nov, 2024

Experience

    • Sweden
    • Airlines and Aviation
    • 100 - 200 Employee
    • Payment Operations Specialist
      • Sep 2021 - Present

      Lead payment operations for Paynode - a global payment platform - while ensuring a high level of service, data security, and compliance.

    • Payments Operations | Payments Customer Success (Interim)
      • Jul 2020 - Present

      Paynode (Avinode Group). The only payment platform designed exclusively for the air charter industry is fast and secure, using one simple workflow to request, track and secure payments worldwide. My key role is growing our customer base by accurately processing KYB onboarding and driving payment operations activities ensuring our members are set up for processing payments with efficiency and speed. Accomplishments:• Developed database for use in reporting and information gathering by management.• Created a dashboard in excel to collect data with SQL to visualize companywide daily payments.• Worked on optimal customer onboarding and processing including innovations around KYC/KYB and best practices.• Responsible for sub-merchant KYC and KYB onboarding activities to set up and activate sub-merchants including ensuring complete merchant agreement forms.• Responsible for executing Chargeback Management policy; and assist with educating members on Chargeback processes and best practices.• Collaborate with the internal teams to understand payment-related operational issues and work to resolve them as best as possible.• Provide daily reports on all aspects of payments status.• Manage feedbacks and complaints, investigate the root cause (RCA), and prepare responses for each complaint promptly. When necessary, collaborate with Development and Stakeholders teams to investigate RCA. Show less

    • Customer Onboarding Specialist | Product Support Specialist
      • Jan 2016 - Jul 2020

      Avinode is the world's leading air charter sourcing platform. My focus is on member's successful onboarding, implementation, and adoption of our product so that they reach their operational goals while deriving Avinode' s maximum value.Accomplishments:• Executed 100+ corporate product trainings to individual and small groups.• As a CRM leader, ensure timely completion of monthly billing for Account Managers in North and South America and decrease the number of invoices errors from 15% to 1%.• Generate monthly revenue by discovering unbilled services.• Analyze customers' needs and suggest upgrades or additional features to meet their requirements.• Outline research findings in detail documentation to support decision making by project managers and other marketing team members.• Represent the organization at industry functions and trade shows and generate sales leads.• Work closely with members to ensure they optimize utilization of products they subscribed to, are satisfied with the services they receive, and are up and running effectively.• Devise data collection processes and procedures, including surveys, polls and questionnaires and implement cross functional training procedures. Show less

    • United States
    • Higher Education
    • 100 - 200 Employee
    • Customer Service Team Lead | Quality & Assurance Training Specialist | Dispute Resolution
      • Dec 2007 - Oct 2015

      · Higher One Holdings, Inc. focuses on disbursement and payment solutions for colleges and universities across the United States. Responsibilities included to effectively communicate customer service processes and procedures, appropriate dispute resolution communication, review and mitigate BBB complaints. · Trained, mentored and supported 30+ high-performing team members, providing regular performance review, feedback and coaching in deficient areas. · Managed inquiries from the team regarding chargeback requirements, system processing and functionality, dispute lifecycle, claim status and data input to help 60+ customer service agents provide accurate system information to clients. Show less

    • Brazil
    • Financial Services
    • 1 - 100 Employee
    • Operations Manager
      • Jul 2000 - Sep 2002

      · F2b is the first online payment platform in Brazil. · Spearheaded startup by managing daily operations, including hiring and supervising multiple team members. · Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements. · Secured revenue, accurately monitoring cash intake and maintaining system policy updates to eliminate discrepancies. · F2b is the first online payment platform in Brazil. · Spearheaded startup by managing daily operations, including hiring and supervising multiple team members. · Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements. · Secured revenue, accurately monitoring cash intake and maintaining system policy updates to eliminate discrepancies.

    • Entertainment Providers
    • 700 & Above Employee
    • Budget Manager
      • Sep 1998 - Jul 2000

      · Drove budget for entertainment firm that operated worldwide concerts, theatrical productions, sporting events and more. · Managed event budgets of over 100K and reviewed contracts for accuracy and consistency with performers’ goals and objectives. · Assisted finance director in analyzing and reconciling proposed expenditures with anticipated revenue. · Drove budget for entertainment firm that operated worldwide concerts, theatrical productions, sporting events and more. · Managed event budgets of over 100K and reviewed contracts for accuracy and consistency with performers’ goals and objectives. · Assisted finance director in analyzing and reconciling proposed expenditures with anticipated revenue.

Education

  • Saint Joseph's University
    Bachelor’s Degree, International Relations and Affairs
  • Lehigh Carbon Community College
    Associate's degree, Business Administration and Management, General

Community

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