Daniel Alba Email and Phone Number

• Analyze technical complaints and providing first level support to both Internal and External staff worldwide. • Provide access controls designed to enroll, update, delete and audit both Internal and External profiles. • Processes urgent requests for password resets and account enablement’s to minimize downtime for both Internal and External staff worldwide.• Provide level one triage for Visa Online applications, which includes diagnosing issues, detecting patterns of impact, and ensuring the validity of complaints while working with other support teams on the resolution of Client inquiries/requests.• Assist in coordinating internal resources to accomplish Visa and Client objectives and ensure Client experience standards are met.• Maintain access controls responsibility for a wide variety of applications, which involves enrolling, updating, entitling, and deleting both internal and external staff profiles.• Provide information, direction and education to Clients regarding Visa Online products and services, ensuring understanding of best practices regarding usage and functionality.• Manage phone hotlines, assigned emails, and web requests to protect service level targets, while leveraging a CRM tool to track daily activities• Identify internal procedures, opportunities and value-added solutions that enhance Client experience and work in collaboration with management to implement.• Create company-wide relationships, in order to support the initiative of providing prompt and efficient service for our clients and leverages these relationships to develop understanding of the tools housed in Visa Online and increase the efficiency in support to clients.• Responsible for adhering to Visa’s Key Controls, including the protection of non-public data.

Visa Commercial Solutions - Data Solutions• Provide high value customer service support on day-to-day items to Visa Clients and internal staff to ensure customer expectations are exceeded, advocate on behalf of the clients.•Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.•Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines.•Coordinate internal resources to accomplish Visa and client objectives.•Stay current with industry and client trends and maintain a strong knowledge of Visa Commercial products and services.•Ensure prompt and comprehensive resolution of client inquiries as well as create and maintain updated support documentation – meeting required deadlines.•Build and enhance positive working relationships with key clients and internal stakeholders.•Represent client perspective within Visa organization to ensure enhancements are prioritized.•Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.•Report customer project accomplishments and deliverables to senior management.•Educate and train clients on best practices for all supported services.•Perform ongoing proactive operational reviews.•Role will mostly be technical in nature but will be expected to support team in finding trends and opportunities to bring the client’s operational support closer to a strategic level.•Bridge the knowledge gap between the business personnel at the bank and their technology counterparts.•Provide leadership and communication, responsible for escalating to department management when issues arise that might jeopardize problem resolution.

Data Maintenance: • Implementation of contact information and instructions for BIN services.• Process forms sent to us by issuer with contact information for BIN services.• Communication with account managers, directors via email and phone to make sure BINS are set up correctly. Global Distribution Network (GDN):• Emboss emergency cards authorized by banks to be sent to the customer via UPS/FEDEX/DHL.• Destroy emergency cards that were not delivered to customers and returned to Visa.• Verify courier invoices.

• VTS (Visa Token Service) mobile wallet activation. Activating cardholder’s Apple pay, Samsung Pay or Android Pay. Average of 120 to 140 calls per shift in fast paced environment while multi-tasking with different applications.• Visa.com email support. Answering emails from all regions (U.S., Canada, LAC, AP/International, CEMEA, EU, etc.). To offer the best resolution to the cardholders, clients, or merchants.• Visa Live chat support. Answering customers questions or concerns from the U.S region.

GCASCustomer service for Visa card holders over the phone. Average of 100-160 calls per day in fast paced environment while multi-tasking with different systems. • Transfer calls to banks for account inquiries. • Block cards for customers when card is lost, stolen or suspected fraud. • Sell benefit of an emergency card or emergency cash when the customer is traveling and the card is not working.

Front Desk Agent Used OPERA - Greeted and welcomed guests at check in and check out.• Provided excellent guest service and information about the hotel.• Received payment for their stay at moment of check out. • Used sales skills to upsell guest to suites and superior rooms.

Front Desk Receptionist Used OPERA - Greeted Hotel Guest at moment of checking in and checking out.• Received payment for the guests stay or pre authorizations for entire stay. • Made new reservations for walk in guest. • Sold tour packages to guests.• Provided excellent guest service and information about the hotel.