Mónica Alejandra Toledo Micheo
Guatemala,Guatemala
Summary
Experienced professional with a strong background in anti-money laundering regulations and cybersecurity knowledge. Demonstrates exceptional skills in risk assessment, problem solving, and negotiation and persuasion. Highly organized and analytical, with a proven ability to understand and implement complex regulatory frameworks. Career goal includes leveraging expertise to enhance organizational security and compliance.
Overview
16
16
years of professional experience
10
10
years of post-secondary education
1
1
Certification
Work History
Risk operations agent
PayPal
Guatemala , Guatemala
07.2022 - Current
- Employed a systematic approach to manage high-risk accounts successfully.
- Ensured adherence to compliance standards through regular audits and assessments, evaluate transactional patterns, identifying possible instances of money laundering.
- Mitigated company losses with proactive identification of risk areas.
- Managed customer queries efficiently, resulting in improved client satisfaction.
- Enhanced risk management strategies by analyzing and interpreting data.
- Collaborated with cross-functional teams for cohesive risk management approach.
Billing Specialist
HCL GUATEMALA
Guatemala
01.2020 - 01.2025
- Creation of new contracts based on signed deals and verifying paperwork like credit approval, buyout quotes, lease proposal, MPS deals, pickups, moves, and other relevant information is accurate and complete
- Create customer quotes for renegotiations or if customer needs a new base rate based in usage
- Constant communication with leasing companies, to ensure contracts are renew or cancel depending on the term of the lease or any information needed from customer
- Process amendments from, existing lease, and complete proper changes in contracts in a timely manner to ensure there will not be any delay in service
- Resolution for sales agent's requests of different operations needed such as revision of lease term, paperwork, allowances, rates, usage and more
- Responsible for billing process of existing and new accounts for the monthly base amount and overages making sure charges are accurate with customer's actual use and in a timely manner
- Request and process of credits in a fast way to correct and adjust incorrect invoices
- Daily update of trackers to ensure work is been done fulfilling timeframes and deadlines
Customer Service Representative
NCO STAR COMMUNICATIONS
Guatemala
01.2015 - 01.2019
- Different positions, including General Customer Service Representative (GenCare), Teletyper (TTY), Salesman (features such as web, protection for devices, technical support)
- Coach Support, activation representative
- Assist manager in follow-ups, supervisor´s calls resolutions, checkup of team adherence and schedules archive and organize documents such as warnings, memorandums, medical notes and written feedbacks
Administrative Assistant
FUNDACIÓN ELECCIONES INFANTILES
Guatemala
01.2011 - 01.2014
- Offered support to General Manager in all administrative duties such as implementation of processes and success in execution projects and programs with international entities such as USAID, Mercy Corps and national entities as MP (Ministerio Público - Ministry of Guatemala)
- Verification of RENAS (National Registry of Sexual Offenders) record at the Public Ministry of Guatemala for the selection of personnel to join various projects and programs for the development of children and youth.
- Monitoring of beneficiaries of the implemented programs, verification of documentation, and proper management of expenses of funds received from USAID and MERCY CORPS for the correct execution and use of donations.
- Worked with law enforcement agencies to share information and coordinate responses to security threats,
- Provided logistical support to Logistic Manager for programs, meetings and events, support Field Manager in activities needed
- Follow up of projects beneficiaries regarding sessions and content received, feedback of the facilitators and general topics to discuss, recovery of desertions to achieve a 90% graduated people
- Interact with vendors, contractors, and professional services personnel to receive orders, direct activities and communicate instructions
- Prepare meeting minutes, and edited subcontractor proposals, project punch list, transmittals and memorandums for organizational support
Store Manager
&Café
Guatemala
01.2009 - 01.2011
- Report to General Manager regarding store and staff issues, financial goals and sales
- Manage all aspects of store operations, including organization, maintenance and purchasing functions
- Keep inventories accurate with daily cycle counts
- Reconcile daily sales transactions to balance and log day to day revenue
Education
Bachelor Business Administration - Business Administration
Universidad San Carlos de Guatemala
01.2018 - 01.2025
Associates Degree - Pharmaceutical Sales
Universidad Mariano Gálvez de Guatemala
01.2013 - 01.2015
Language Interpretation and Translation - Interpreter and Translator
Universidad San Carlos de Guatemala
01.2012 - 01.2013
Skills
- Anti-Money laundering regulations
- Anti-Money laundering regulations
- Understanding anti-money laundering regulations
- Cybersecurity knowledge
- Risk Assessment
- Problem Solving
- Negotiation and persuasion
- Organization
- Analytic
Languages
Spanish
Native
English
Fluent
Custom
- Customer service
- Marketing
- Administration
- Sales
Certification
Safety & Security
Enterprise Risk & Compliance Management (ERCM)
Anti-Money Laundering
Data Governance and Privacy
Issue & Incident Management
Customer Complaints
Anti-Bribery and Corruption
Timeline
Risk operations agent
PayPal
07.2022 - Current
Billing Specialist
HCL GUATEMALA
01.2020 - 01.2025
Bachelor Business Administration - Business Administration
Universidad San Carlos de Guatemala
01.2018 - 01.2025
Customer Service Representative
NCO STAR COMMUNICATIONS
01.2015 - 01.2019
Associates Degree - Pharmaceutical Sales
Universidad Mariano Gálvez de Guatemala
01.2013 - 01.2015
Language Interpretation and Translation - Interpreter and Translator
Universidad San Carlos de Guatemala
01.2012 - 01.2013
Administrative Assistant
FUNDACIÓN ELECCIONES INFANTILES
01.2011 - 01.2014
Store Manager
&Café
01.2009 - 01.2011
Safety & Security
Enterprise Risk & Compliance Management (ERCM)
Anti-Money Laundering
Data Governance and Privacy
Issue & Incident Management
Customer Complaints
Anti-Bribery and Corruption
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