BETZALI POLANCO
Willemstad
Summary
Administrative and Operations Support professional with strong experience in financial administration, team supervision, process coordination, and client account management across corporate, hospitality, and fintech environments. Proven ability to streamline office operations, maintain accurate financial records, coordinate with external partners, and support leadership with reliable administrative oversight. Currently pursuing a BBA in Management, Economics and Law.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Client Relations Officer / Bookkeeper
Ennia Caribe (Insurance Company)
Willemstad
06.2025 - Current
- Manage client accounts and administrative records with accuracy and confidentiality
- Handle daily financial transactions and maintain precise accounting entries
- Support office operations through documentation, recordkeeping, and coordination
- Assist clients with policy administration while ensuring internal compliance procedures
- Contribute to efficient workflow between administrative and financial processes
Customer Support Agent
PowerPlay (Online Sportsbook & Casino)
06.2024 - 06.2025
- Managed client accounts, KYC verification, and payment processing procedures
- Resolved complex account issues across chat, email, and phone with efficiency
- Maintained accurate records of client interactions and transactions
- Supported operational compliance and transaction verification processes
Bookkeeper
Operationele Beveiligings Dienst (Security Company)
01.2022 - 06.2024
- Performed monthly bank reconciliations and maintained financial accuracy
- Managed accounts payable and receivable for smooth financial operations
- Prepared financial reports to support management decision-making
- Maintained organized financial documentation and records
Customer Support Supervisor
Fortuna Software Innovation B.V. (Loyalty Group Company)
11.2020 - 06.2024
- Supervised daily operations of the customer support department, ensuring workflow efficiency and service quality
- Coordinated with merchants and banking partners for voucher, prepaid card, and redemption processes
- Managed voucher inventory, tracking, and reconciliation procedures
- Developed onboarding materials and trained new team members
- Created and maintained internal FAQs and process documentation to improve operational consistency
- Monitored team performance and ensured adherence to internal procedures
Education
BBA - Management, Economics and Law
University of the Dutch Caribbean
08.2024 - 02.2026
Diploma - Business Administration
College of the Dutch Caribbean
08.2021 - 07.2024
Skills
- Administrative & Office Management
- Operations Coordination
- Financial Recordkeeping & Reconciliation
- Process Improvement & Documentation
- Team Supervision & Staff Training
- Calendar & Task Management
- Client Account Administration
- Multilingual Communication
- Organization & Time Management
Languages
- Spanish
- Dutch
- Papiamentu
- English, Native/Bilingual
- Spanish, Native/Bilingual
- Dutch, Full Professional Proficiency
- Papiamentu, Native/Bilingual
Timeline
Client Relations Officer / Bookkeeper
Ennia Caribe (Insurance Company)
06.2025 - Current
BBA - Management, Economics and Law
University of the Dutch Caribbean
08.2024 - 02.2026
Customer Support Agent
PowerPlay (Online Sportsbook & Casino)
06.2024 - 06.2025
Bookkeeper
Operationele Beveiligings Dienst (Security Company)
01.2022 - 06.2024
Diploma - Business Administration
College of the Dutch Caribbean
08.2021 - 07.2024
Customer Support Supervisor
Fortuna Software Innovation B.V. (Loyalty Group Company)
11.2020 - 06.2024