Josee Paulino
Miami,FL
Summary
Resourceful professional with 10+ years of experience delivering exceptional customer service, financial support, and business solutions across diverse sectors. Strengths lie in building strong client relationships and identifying opportunities for optimizing business operations. Known for delivering tailored solutions that meet customer and organizational needs. Fluent in English, Spanish, and French, bringing a collaborative approach to every role with a commitment to efficiency, accuracy, and outstanding service. Eager to contribute skills in a dynamic environment that values innovation and people-focused results.
Overview
16
16
years of professional experience
Work History
Business Sales and Customer Service Representative
AT&T
09.2023 - 06.2024
- Provided business solutions and support for clients, optimizing accounts to align with business objectives
- Managed invoicing and generated business statements, ensuring precise financial documentation and reporting
- Delivered high-level customer service by resolving inquiries and tailoring solutions to meet customer needs
- Created detailed sales reports and analyzed client accounts for performance improvement opportunities
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Financial Clerk | Accounting Department
Canadian Coast Guard
01.2023 - 06.2023
- Company Overview: Government of Canada
- Managed financial transactions, reconciliations, and reporting in compliance with government standards
- Assisted in the preparation of budgets and expenditure reports, ensuring accuracy and timeliness
- Conducted routine audits, identifying and resolving discrepancies to maintain accurate financial records
- Supported the budgeting process and provided analysis for financial proposals
- Government of Canada
- Properly processed deposits, withdrawals and payments for average of 35 governmental customers/ agencies daily.
- Facilitated accurate invoicing by reviewing transactions, verifying pricing, and ensuring proper documentation was maintained.
- Assisted in the preparation of annual budgets by collecting relevant data and inputting into forecasting models accurately.
Immigration Program Assistant
Immigration, Citizenship, and Refugees
09.2021 - 01.2023
- Company Overview: Government of Canada
- Assisted in processing immigration applications, verifying documentation, and supporting citizenship ceremonies
- Maintained accurate case records and prepared management reports, ensuring timely and efficient processing
- Responded to client inquiries, providing guidance on immigration policies and procedures
- Government of Canada
- Supported clients in navigating complex government websites and forms, easing the stress associated with the immigration process.
- Monitored changes in legislation that could impact current or future cases, adapting strategies accordingly to optimize results for clients seeking residency status or citizenship rights within the United States.
- Assisted clients in compiling supporting documentation, improving the quality of applications submitted.
- Built strong relationships with government agencies and other stakeholders involved in the immigration process, facilitating smoother case management.
Merchant Support Representative
Paysafe Group
01.2021 - 09.2021
- Provided technical support and financial services to merchants, including invoicing, reconciliation, and payment processing
- Collaborated with teams to onboard new merchants and streamline contract management processes
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Managed accounts to retain existing relationships and grow share of business.
Client Excellence and Merchant Support Representative
GOLO / Paysafe Group
06.2019 - 01.2021
- Delivered high-quality merchant support, resolving technical issues and providing account-related assistance
- Coordinated with marketing and acquisition teams to enhance merchant engagement and service delivery
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Streamlined onboarding processes for increased efficiency, reducing time-to-productivity for new hires.
- Merchant financial support such as statement reports
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Processed credit card payments and reconciled credit card statements for accuracy in accounting process.
- Managed high-volume invoice processing tasks while consistently meeting tight deadlines for vendor payments.
Financial Service Representative
CIBC
12.2017 - 06.2019
- Handled high-volume client interactions, offering solutions for financial inquiries and promoting credit products
- Assisted clients with self-service options and provided expert advice on credit products and accounts
- Excellent communication skills, both verbal and written.
- Streamlined the credit approval process, implementing standardized procedures for evaluating new applications.
- Worked closely with sales teams to ensure seamless communication regarding client accounts, enabling better overall service delivery.
- Improved creditor-client relationships by effectively managing a large portfolio of accounts and promptly addressing concerns.
- Educated clients on their account status and available options, fostering trust and promoting long-term business relationships.
- Verified application and account details to accurately asses credit and financial risks of potential clients.
Central Intake Supervisor / On-Call
Univita Healthcare Services
03.2008 - 03.2013
- Supervised central intake processes, ensuring smooth operations and adherence to service standards
- Prioritized high-risk cases by assessing client needs accurately during the intake process, allocating appropriate resources accordingly.
- Contributed to company-wide initiatives aimed at improving overall service quality across various departments.
- Established clear expectations for staff performance through comprehensive employee orientation programs and ongoing professional development opportunities.
- Conducted regular meetings with the intake team to discuss performance metrics, identify areas for improvement, and develop action plans accordingly.
Education
Diploma - Administration
Dawson College
Montreal, QuebecHigh School Diploma -
American Academy of Pinecrest
Miami, FLSkills
- Salesforce
- Microsoft Office Suite
- Data management software
- Communication
- Negotiation
- Client relationship management
- Financial reporting
- Budgeting
- Invoicing
- Account optimization
- Organizational skills
- Multitasking
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
French
Professional Working
Timeline
Business Sales and Customer Service Representative
AT&T
09.2023 - 06.2024
Financial Clerk | Accounting Department
Canadian Coast Guard
01.2023 - 06.2023
Immigration Program Assistant
Immigration, Citizenship, and Refugees
09.2021 - 01.2023
Merchant Support Representative
Paysafe Group
01.2021 - 09.2021
Client Excellence and Merchant Support Representative
GOLO / Paysafe Group
06.2019 - 01.2021
Financial Service Representative
CIBC
12.2017 - 06.2019
Central Intake Supervisor / On-Call
Univita Healthcare Services
03.2008 - 03.2013
High School Diploma -
American Academy of Pinecrest
Diploma - Administration
Dawson College