Key Responsibilities:Led the strategy, development, and implementation of automation solutions, driving over $5 million in value through efficiency improvements and cost savings.Managed the end-to-end lifecycle of automation projects, from ideation and requirements gathering to execution and optimization, using tools such as Automation Anywhere, IBM Watson, and custom code solutions.Collaborated with cross-functional teams, including IT, operations, and business stakeholders, to identify automation opportunities and align product strategies with organizational goals.Developed and maintained product roadmaps, ensuring timely delivery of automation solutions that met business requirements and exceeded performance expectations.Oversaw the design and deployment of robotic process automation (RPA) solutions using Automation Anywhere, enabling streamlined workflows and improved accuracy in key business processes.Integrated IBM Watson AI capabilities into automation products, enabling advanced cognitive automation for decision-making, sentiment analysis, and predictive analytics.Led the creation of custom code solutions to address unique business challenges, ensuring scalability, security, and seamless integration with existing systems.Key Achievements:Delivered over $5 million in value through the successful deployment of automation solutions, resulting in significant cost reductions, operational efficiency improvements, and faster time-to-market.Enhanced customer satisfaction and reduced error rates by implementing AI-driven automation with IBM Watson, which improved decision accuracy and response times.

Key Responsibilities:Responded to a high volume of inbound calls from business clients regarding credit card processing, funding issues, and transaction-related inquiries, maintaining a professional and customer-centric approach.Provided clear and accurate explanations of transaction statuses, including pending payments, funding timelines, and reconciliation processes, ensuring customer understanding and satisfaction.Assisted customers with troubleshooting funding discrepancies, including transaction delays, payment reversals, and chargeback inquiries, by identifying root causes and offering timely resolutions.Worked closely with internal departments such as technical support, fraud prevention, and merchant services to escalate complex cases and ensure resolution in a timely manner.Maintained detailed records of all customer interactions, logging inquiries and resolutions in the company’s CRM system for accuracy and future reference.Followed company protocols to ensure compliance with industry regulations, such as PCI-DSS, and provided guidance to customers on secure payment practices.Managed customer expectations effectively, providing updates on pending transactions and ensuring funding accuracy to maintain trust and satisfaction.Delivered proactive customer support by identifying potential issues and offering solutions before they impacted customers' operations, resulting in reduced follow-up calls.Continuously updated knowledge of credit card processing trends, funding rules, and transaction policies to provide up-to-date support to customers.Key Achievements:Consistently met or exceeded performance metrics for customer satisfaction, call resolution time, and first-call resolution rate.Played a key role in enhancing the company’s reputation for responsive and accurate support within the payment processing industry.