Vianei N. Garcia
Manor,TX
Summary
Operations and Risk Management Specialist with over 6 years of experience at AffiniPay. Expertise in enhancing process efficiency and compliance strategies while fostering cross-functional collaboration. Successfully led strategic initiatives that streamlined workflows and achieved significant business results. Bilingual communicator with a strong track record in regulated environments.
Overview
6
6
years of professional experience
Work History
Operations Generalist
AffiniPay
Austin, TX
09.2022 - Current
- Spearheaded automation initiatives, reducing processing time and enhancing team productivity.
- Collaborated with legal, compliance, and underwriting teams to ensure regulatory adherence.
- Developed bilingual templates and knowledge resources supporting four brands and multiple teams.
- Conducted reconciliation audits, improving process accuracy and driving error reduction.
- Served as escalation point for onboarding bottlenecks, facilitating solutions and ensuring stakeholder alignment.
Customer Support Specialist
AffiniPay
Austin, TX
06.2022 - 09.2022
- Achieved strong CSAT scores by delivering high-quality account support across AffiniPay’s product suite.
- Raised SLA percentage from 60% to over 90% while managing call volume.
- Identified root causes of technical issues, collaborating with engineering for long-term solutions.
- Translated product and support documentation to enhance accessibility for Spanish-speaking clients.
Applications Coordinator / Underwriting Specialist
AffiniPay
Austin, TX
02.2019 - 05.2022
- Created a hybrid role merging onboarding and underwriting to enhance activation time efficiency.
- Processed over 200 applications monthly, ensuring top-tier accuracy and swift turnaround.
- Developed Excel tools to aid in platform validation and account setup.
- Provided Spanish translation for interfaces and documents.
- Collaborated with Sales, Engineering, and Support to bolster platform scalability.
Education
Bachelor of Arts - Mass Communications - Electronic Media
Texas State University
San Marcos, Texas12-2015
Skills
- Operational process optimization
- Risk and compliance management
- Cross-functional collaboration
- KPI reporting and insights
- Payment processing and reconciliation
- Client onboarding and enablement
- Bilingual communication (Eng/Spanish)
- CRM tools: Salesforce, ZenDesk, Google Suite, MS Office, ProfitStars
- Project management
- Excel proficiency
- Technical troubleshooting
- Workflow optimization
Accomplishments
- AffiniPay Award of Excellence Nominee/Winner (Multiple Quarters)
- Most Cases Worked Recognition
- Top Caller
- Over 1k cases worked a month
Affiliations
- Volunteer, Community First Home Building
- Contributor, KTSW Radio Hip Hop Review
- Member: Latinas Unidas & Bobcat Build
- Volunteer, Central Texas Food Bank
- Volunteer, Partnerships for Children
Timeline
Operations Generalist
AffiniPay
09.2022 - Current
Customer Support Specialist
AffiniPay
06.2022 - 09.2022
Applications Coordinator / Underwriting Specialist
AffiniPay
02.2019 - 05.2022
Bachelor of Arts - Mass Communications - Electronic Media
Texas State University
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