David Velazquez Email & Phone Number

Mahwah, Nj

Greater New York City Area

Guided and advised Service Delivery teams in all aspects of token and mobile authentication. Established relationships with senior partners and clients to introduce new technologies and resolve escalations. As Project Manager, spearheaded timely resolution of departmental deliverables. • Initiated in-depth meetings with business and technical partners for mutual understanding of client needs and risk assessment, during expansion of digital MobilePass token project. This resulted in 400% growth of client accounts from July 2015 to March 2019. • Aligned with internal teams (senior management, product development, engineering, compliance and operations) to review functional requirements and launch 33 new products that expanded company’s portfolio.• Increased successful client activations by 27% within three months during 2017, by calculating account metrics related to SMS login process for mobile access, inducing policy changes benefitting end users.• Designed global staff training program to perform business-critical tasks at strategic location sites following organizational realignment, standardizing 45 job duties to maximize efficiency while reducing expenses.

Greater New York City Area

Formulated business-critical procedures as team’s lead administrator. Completed chargebacks, quantified metrics and regulated inventory to proactively meet expanding needs of the organization’s customers. • Implemented global rollout of mobile device soft token access for 10,000 internal and external clients. This met a specific customer need for token mobility and created a new revenue stream increasing profitability.• Pioneered automated account inactivity cleanup methodology to replace an outdated and time-consuming set of manual steps, resulting in yearly savings of $2M.• Streamlined chargeback workflows and administered billing of issuance and maintenance fees, improving proficiency and allowing for annual recoupment of $8M.• Mobilized and conducted remote training for Budapest team members to serve on a virtual team after a reorganization, leading to refined productivity and new client support process over a scheduled 24x7 basis.

Greater New York City Area

Supervised staff and fulfilled requests from internal and external clients to ensure Key Performance Indicators (KPI’s) and Service Level Objectives (SLO’s) were met. Negotiated with vendors, centralized end-to-end inventory and orchestrated business-critical transition management for the organization.• Created a remote training plan and developed procedural documentation for transitioning of work operations involving 30 staff members in New York, Mexico, Delaware and Texas. This enabled seamless business continuity without incurring reputational risk or negative client impact during any cutovers.• Mentored and trained a staff of 12, surpassing department KPI rate for request and ticket resolution and ensuring 100% compliance on yearly audit deliverables.• Earned ranking as department’s number one administrator in quantity of requests completed, trouble tickets resolved, and reward points based on client feedback, boosting customer satisfaction and strengthening business relationships.• Partnered with vendors annually to assess technical requirements, reconciled metrics and incorporated inventory ordering system totaling $1.5M per year, yielding decreased expenses to stay under budget.