JOSELYNE MARIA ROJAS LEIVA
Liberia
Summary
Financial Operations Analyst with 8+ years of experience in Accounts Receivable, Cash Application, Customer Support, Case Management, and Operational Excellence within multinational organizations. Experienced in investigating and resolving complex operational and financial issues, managing escalations, performing root cause analysis, and collaborating across multiple business functions to improve processes and deliver business results. Proven ability to manage competing priorities, drive process improvements, maintain compliance, and build strong relationships with stakeholders while delivering a high-quality customer experience.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Financial Analyst – Cash Application
AMAZON
07.2023 - Current
- Manage Cash Application operations supporting Retail and Advertising businesses across Brazil and Mexico.
- Investigate and resolve complex payment discrepancies, unapplied cash, duplicate payments, refunds, write-offs, account reconciliation issues, and customer disputes.
- Partner with Finance, FinTech, Collections, Vendor Managers, Accounts Payable, Business Teams, and external stakeholders to resolve high-priority operational and financial cases.
- Perform root cause analysis to identify process defects, recommend corrective actions, and prevent recurring issues.
- Support month-end close activities while ensuring compliance with internal controls, policies, and operational procedures.
- Lead and support process improvement initiatives focused on operational efficiency, service quality, and reduction of manual effort.
- Coordinate escalations across multiple teams while maintaining SLA compliance and customer satisfaction.
- Analyze operational data and trends to identify risks, improvement opportunities, and process optimization initiatives.
- Contributed to process improvements for LATAM Liquidations prepayments, helping improve payment application timelines and operational efficiency.
- Manage complex cases requiring detailed investigation, documentation review, stakeholder communication, and cross-functional collaboration.
- Build and maintain strong relationships with internal and external stakeholders across multiple business units.
Cash Application Analyst
BRIDGESTONE
01.2021 - 01.2023
- Executed end-to-end Cash Application processes across multiple business units.
- Processed customer payments through ACH, wire transfers, checks, credit cards, and electronic payment methods.
- Performed account reconciliations, write-offs, refunds, re-aging activities, account adjustments, and clearing transactions.
- Maintained accurate financial records and supported financial reporting activities.
- Investigated payment discrepancies and ensured timely resolution of customer account issues.
- Collaborated with Accounts Receivable, Collections, and Finance teams to support business objectives.
Collections Specialist
SNAP FINANCE
01.2019 - 01.2021
- Managed delinquent accounts and negotiated payment arrangements with customers.
- Resolved customer inquiries and account disputes while maintaining a high level of customer service.
- Maintained collection records and supported reporting requirements.
- Identified solutions to assist customers in resolving outstanding balances.
- Consistently met productivity and quality goals in a fast-paced environment.
Collections Account Manager
MIDLAND CREDIT MANAGEMENT
01.2017 - 01.2019
- Provided customer support through phone and email channels.
- Negotiated payment plans and settlement options.
- Resolved customer concerns while maintaining compliance and service standards.
- Managed account portfolios and consistently achieved performance objectives.
- Demonstrated strong communication and problem-solving skills in customer interactions.
Education
Licenciatura - English Teaching
Universidad Americana
Bachelor’s Degree - English Teaching
Universidad Nacional
Technical Degree - Business Analytics
01-2026
Skills
- Financial Operations
- Cash Application
- Accounts Receivable
- Case Management
- Escalation Management
- Process Improvement
- Root Cause Analysis
- Operational Excellence
- Stakeholder Management
- Cross-Functional Collaboration
- Customer Experience
- Data Analysis
- Reconciliations
- Refunds & Write-Offs
- Compliance
- SLA Management
- Problem Solving
- Project Coordination
- Microsoft Excel
- Microsoft Office Suite
- SAP
- Banking Platforms
- Lean Six Sigma Methodology
Certification
Lean Six Sigma White Belt
LANGUAGES
Spanish – Native
English – Fluent
Timeline
Financial Analyst – Cash Application
AMAZON
07.2023 - Current
Cash Application Analyst
BRIDGESTONE
01.2021 - 01.2023
Collections Specialist
SNAP FINANCE
01.2019 - 01.2021
Collections Account Manager
MIDLAND CREDIT MANAGEMENT
01.2017 - 01.2019
Bachelor’s Degree - English Teaching
Universidad Nacional
Technical Degree - Business Analytics
Licenciatura - English Teaching
Universidad Americana