{"$schema":"https://raw.githubusercontent.com/jsonresume/resume-schema/v1.0.0/schema.json","basics":{"name":"Yves Gerard Bariuan","label":"Member Success and Operations Manager","summary":"Member Success and Operations Manager with 10+ years of experience scaling support operations across fintech and SaaS. Builds scalable processes and automation systems that improve efficiency and customer experience.","location":{"city":"San Francisco, CA, United States"},"profiles":[{"network":"LinkedIn","username":"yves-gerard-bariuan-79b276168","url":"https://linkedin.com/in/yves-gerard-bariuan-79b276168"}]},"meta":{"canonical":"https://saywise.com/member4550","version":"v1.0.0","lastModified":"2026-10-06T16:06:28.493Z"},"x_saywise":{"handle":"member4550","pronouns":null,"availability":null,"oneLiner":"Member Success and Operations Manager with 10+ years of experience scaling support operations across fintech and SaaS. Builds scalable processes and automation systems that improve efficiency and customer experience.","profileUrl":"https://saywise.com/member4550","markdownUrl":"https://saywise.com/member4550/profile.md","pdfUrl":"https://saywise.com/member4550/resume.pdf","archetype":{"code":"HS-DX","name":"Launchpad Summiteer","url":"https://saywise.com/sca/be816c2f0e84","rarity":"One of the first Launchpad Summiteers on Saywise"}},"work":[{"name":"StellarFi 🚀","position":"Member Success and Operations Manager","location":"Austin, Texas Metropolitan Area","url":"https://stellarfi.com","startDate":"2022-05-01","summary":"Manages member support operations end-to-end, handling complex accounts and escalations while developing SOPs and automation systems. Built Zendesk chatbot flows, AI Agent instructions, triggers, and macros that reduced repetitive ticket volume by 76%. Oversees credit operations workflows including E-Oscar dispute processing, FCRA-sensitive communications, and bankruptcy reviews. Supports fraud and dispute workflows for business partners using SentiLink and Socure. Conducts partner follow-ups to review product adoption and coordinates across Product, Engineering, Marketing, Compliance, and Risk teams for feature launches and regulatory alignment."},{"name":"Stilt Inc.","position":"Operations Associate & Loan Officer","location":"San Francisco Bay Area","url":"https://stilt.com","startDate":"2018-12-01","endDate":"2022-05-01","summary":"Served existing borrowers and prospective customers across Intercom, Front, and Zendesk, resolving account, application, and loan servicing inquiries in a fast-paced environment. Reviewed loan applications, verified information, assessed creditworthiness, and identified fraud risks during underwriting. Partnered with internal teams to identify process gaps and strengthen customer support procedures."},{"name":"Upgrade, Inc.","position":"Operational Specialist","location":"San Francisco Bay Area","url":"https://upgrade.com","startDate":"2017-11-01","endDate":"2019-12-01","summary":"Managed high-volume inbound inquiries through email, phone, and social media while maintaining 90%+ service levels and supporting external team overflow. Mastered product knowledge and application processes. Processed email and mailing opt-outs for applicants and partnered lenders including Credit Karma, Lending Tree, and NerdWallet. Collaborated with product, engineering, and IT teams on new internal processes and documentation."},{"name":"Citi","position":"Universal Banker","url":"https://citi.com","startDate":"2010-03-01","endDate":"2014-04-01"}],"education":[{"institution":"City College of San Francisco","studyType":"Accounting","startDate":"2010-01-01","endDate":"2014-01-01"},{"institution":"Boston Reed","studyType":"Pharmacy","startDate":"2009-01-01","endDate":"2010-01-01"}],"skills":[{"name":"Customer Self Service"},{"name":"Tooling Design"},{"name":"Workforce Management"},{"name":"Knowledge Management"},{"name":"omichannel"},{"name":"Automation"},{"name":"Artificial Intelligence (AI)"},{"name":"Go-to-Market Strategy"},{"name":"Customer Service Management"},{"name":"B2B2C"},{"name":"Service Operations"},{"name":"Business-to-Business (B2B)"},{"name":"Operations Administration"},{"name":"Support Management"},{"name":"Operations Management"},{"name":"Corporate Fraud Investigations"},{"name":"Customer Experience"},{"name":"Google Docs"},{"name":"Payment Cards"},{"name":"Fraud Investigations"},{"name":"Notion Productivity Software"},{"name":"Troubleshooting"},{"name":"FinTech"},{"name":"Administrative Assistance"},{"name":"Data Entry"},{"name":"Banking"},{"name":"Financial Analysis"},{"name":"Accounting"},{"name":"Finance"},{"name":"Data Analysis"},{"name":"Investments"},{"name":"Social Media"},{"name":"Credit"},{"name":"Financial Services"},{"name":"SQL"},{"name":"SQLite"},{"name":"Microsoft Excel"},{"name":"Microsoft Word"},{"name":"Time Management"},{"name":"Zendesk"},{"name":"Duo"},{"name":"Google Drive"},{"name":"support"},{"name":"okta"},{"name":"Payments"},{"name":"Customer Support Operations"},{"name":"Escalation Management"},{"name":"Workflow & Process Improvement"},{"name":"SOP Development"},{"name":"E-Oscar Dispute Processing"}],"certificates":[{"name":"Technical Support Fundamentals","date":"2018-11-01","issuer":"Coursera"}]}