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Skills

  • Operational efficiency improvement
  • Customer satisfaction improvement tracking
  • Data analysis for transaction patterns
  • Fraudulent activity case management
  • Customer service protocol design
  • Escalation management for high-priority cases
  • Transaction reconciliation and auditing
  • Customer feedback analysis
  • Project management for new card product launches
  • Complaint handling and escalation resolution techniques

Work Experiences

  • Designed and delivered training materials for staff on the safe handling of sensitive cardholder information and PCI compliance regulations, raising compliance by 79%.
  • Automated routine card services tasks using Workday.
  • Was in charge of a group of fraud analyst representatives.
  • Collaborated cross-departmentally with IT, finance, and customer service to streamline card-related inquiries, which reduced customer wait times by 63%.
  • Developed and executed customer service protocols for card issuance, reducing the average resolution time on escalated cases by 77%.
  • Developed a detailed cardholder guide on dispute procedures that decreased misunderstanding and resulting chargeback cases by 75%.
  • Dramatically reduced post-launch issues.
  • Analyzed chargeback disputes.
  • Authored internal documentation that clearly outlined operational steps in crisis response for cardholder account breaches, significantly helping the team to respond professionally within 18 minutes.
  • Collaborated with external compliance auditors to ensure that card services operations passed all PMP compliance checks with zero flagged violations.

Summaries

  • Achieved a 20% improvement in service quality.
  • Decreased case resolution times by 46%.
  • Collaborative leader proficient in cross-functional team coordination.
  • Adept at supporting cross-department collaboration, reducing customer wait times by 18% through streamlining card-related communications across IT, finance, and customer service teams.
  • Conducted training and policy enforcement.
  • Adheres to PCI DSS standards.
  • Automated key card service tasks using QuickBooks.
  • Affected 3 accounts.
  • Boosted customer engagement by 44%.
  • Achieved a 81% dispute resolution rate.

Accomplishments

  • Implemented cross-departmental alignment meetings with finance, marketing, and compliance which accelerated product-to-market delivery by 15 weeks.
  • Led and optimized card dispute processing functions, successfully reducing backlog by 34% and improving overall case resolution times.
  • Led a proactive reconciliation process that helped reduce unaccounted charges by 41% and improved transaction traceability within 2018.
  • Designed comprehensive training modules for new hires, reducing onboarding time by 12 days while increasing overall team competency by 66%.
  • Led a team that consistently met or exceeded Six Sigma compliance standards, achieving 31% error-free audits during 8 consecutive quarters.
  • Improved customer issue-handling efficiency by 27% through the integration of digital service channels for card dispute resolutions.
  • Collaborated closely with the fraud prevention team to implement enhanced security features, reducing unauthorized transactions by 52%.
  • Improved customer onboarding experience by implementing automation, reducing manual errors, and boosting overall satisfaction by 26%.
  • Spearheaded the migration to a new card processing platform, enhancing scalability and functionality while ensuring zero downtime during peak hours.
  • Developed and refined standard operating procedures for escalated disputes, reducing average case-closing time by 50% hours.

Affiliations

  • Certified Payments Professional (CPP), recognized through extensive training on payment card policies and industry standards.
  • Member of the Institute for Operational Excellence, contributing to discussions on enhancing card services workflow and reducing customer service demand.
  • Completion of Lean Management Course hosted by program, applying principles to improve efficiency in the issuance and monitoring of cards.
  • Founding member of the Payment Services Working Group within Lakeside Partners, leading initiatives on improving customer transactions and card security.
  • Participant in Chargeback Management Training offered by Payments.com, completed in 2018, focusing on effective dispute resolution techniques.
  • Attended the Cards & Payments Summit in Boston, focusing on improving consumer engagement strategies through digital payments.
  • Member of the National Association for Bank Card Fraud Professionals, focusing on information-sharing initiatives to combat modern payment fraud.
  • Member of the International Card Manufacturers Association (ICMA), staying updated on the latest developments in card technology and plastic manufacturing.
  • Certified in Card Product Lifecycle Management by the Bank Administration Institute (BAI), with dedicated focus areas on procurement, issuance, and customer service enhancements.
  • Earned a Continuing Professional Education (CPE) credit in Payment Risk Management, focused on preemptively identifying card fraud patterns.

Certifications

  • Cryptocurrency and Blockchain Card Payments Professional - category
  • Certified AML and Compliance Expert - system
  • Certified Banking & Credit Analyst (CBCA) – Corporate Finance Institute (CFI)
  • Certified Information Systems Auditor (CISA) - framework
  • Certified Cards and Payments Professional (CCPP) - program
  • Certified Chargeback Specialist (CCS) - metric
  • Certified Card Payments Risk Manager - standard
  • Certified Negotiation Expert - process (applicable to vendor contract negotiations)
  • Certified Card Operations Specialist (CCOS) - framework
  • PCI-DSS Compliance Certification – process

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