Diana De La O
Maricopa,AZ
Summary
Strategic risk and operations professional with over 5 years of experience in risk analysis, escalation management, and operational risk. Expertise in analyzing risk trends, identifying deficiencies, and developing solutions for enhanced quality and efficiency. Led teams in Interim Senior Specialist roles, focusing on performance management and collaboration to achieve operational objectives.
Overview
2
2
Languages
1
1
Certification
8
8
years of professional experience
Work History
RISK ANALYST
PayPal
05.2021 - Current
- Analyze customer and account information to identify potential risks, operational deficiencies, and areas requiring escalation or further investigation.
- Develop and evaluate risk escalation criteria, reporting processes, and operational procedures to support accurate and timely risk decisions.
- Analyze trends, findings, and quality metrics to identify potential risks and recommend process improvements that strengthen operational performance and mitigate exposure.
- Conduct detailed reviews of cases and data while ensuring accuracy, timely completion, and adherence to established quality and compliance standards.
- Provide technical guidance and risk-based recommendations to support escalation decisions and operational objectives.
- Identify opportunities to streamline processes, improve reporting methodologies, and increase operational efficiency.
- Prepare and deliver formal and informal presentations and briefings to leadership and peers, communicating findings, trends, performance gaps, and recommended improvements.
- Partner with team members and leadership to identify performance goals, address operational concerns, and improve overall team effectiveness.
- Lead engagement initiatives focused on employee morale, team connection, and alignment with PayPal's mission and values.
- Completed two Interim Senior Specialist assignments, providing team leadership and overseeing team performance, productivity metrics, quality, and morale.
- During Senior Specialist interims, coached and supported team members, monitored performance trends, helped identify opportunities for improvement, and provided guidance to maintain team goals and operational standards.
- Ensure processes align with applicable regulatory and compliance requirements, including Federal Communications Commission (FCC) and Department of Financial Protection and Innovation (DFPI) guidelines.
CUSTOMER SERVICE REPRESENTATIVE
Venmo/PayPal
03.2019 - 05.2020
- Investigated and resolved customer account and payment concerns across phone and email channels while maintaining quality and customer service standards.
- Identified potentially fraudulent or scam-related payment activity and escalated cases to the Fraud Department for further investigation and resolution.
- Analyzed customer concerns to determine appropriate escalation paths and collaborated with internal support teams to address potential account and payment risks.
- Maintained strong quality and productivity metrics while managing a high volume of customer cases and inquiries.
- Served as a peer mentor, supporting team members who were not meeting performance metrics through coaching, guidance, and recommendations for improvement.
- Provided guidance on customer engagement, reporting, and operational improvement opportunities.
Education
Associate of Science - GENERAL
Central Arizona College
MaricopaSkills
Fraud & Risk: Fraud & Risk Analysis Risk Identification Risk Mitigation Operational Risk Risk Escalation Case Analysis
Leadership & Performance: Team Leadership Performance Management Coaching & Mentoring Quality Assurance Metrics & Goal Management Employee Engagement
Analytical & Professional: Decision-Making Problem-Solving Process Improvement Data Analysis Organizational Skills Written & Verbal Communication Customer Communication
Technology: Microsoft Excel Microsoft Teams PowerPoint Google Workspace Zendesk Crown Mars HotKey LexisNexis Slack Zoom Dropbox
Accomplishments
- Recognized as a top-performing agent within the department for four consecutive years, consistently demonstrating strong performance, quality, and productivity.
- Mentored and supported fellow analysts, sharing knowledge, best practices, and process expertise to help improve team performance and employee development.
- Served as a go-to resource and subject matter expert, providing guidance on complex processes and helping teammates navigate challenging cases.
- Contributed to team efficiency and performance by identifying process opportunities, sharing best practices, and supporting operational goals.
Certification
- LinkedIn Learning
- Udemy Certifications
LANGUAGES
Spanish
Fluent
Timeline
RISK ANALYST
PayPal
05.2021 - Current
CUSTOMER SERVICE REPRESENTATIVE
Venmo/PayPal
03.2019 - 05.2020
Associate of Science - GENERAL
Central Arizona College