Managed twenty client service advisors responsible for supporting Wholesale and Retail Independent Sales Organization relationships as well as managers within the leadership team. Responsible for coaching and assisting with escalated issues. Consulted with clients having atypical issues in order to determine resolution and solution with attention to process improvement and implementation of such.

Directed a team of Business Manager subject matter experts on systems, platforms, pricing and processes for all First Data ISO and Bank clients and merchants. Managed projects and authored all formal client and merchant notifications, advised external clients and internal departments of action items to ensure desired company and client to merchant financial margin and initiative accuracy. Mitigated damages, worked directly with legal to ensure company, clients and merchants were in compliance. Managed Research Investigation team of 9 assisting clients and associates with corrections.• Advised leaders on conversions and initiatives, analyzed and delivered solutions and communications. Led special projects for upper level executives and represented the business leading to accurate and streamlined implementations and customer satisfaction.• Facilitated the migration of 19 Relationship Managers supporting 400 clients representing $74M in revenue to First Data from Chase Paymentech at dissolution in 2008. Established secure system accesses for employees and clients, authored communications and facilitated training on new processes, procedures, tools and products.• Received prestigious Center Stage Award for role in developing new Debit pricing options and implementation process necessary due to Durbin Amendment.• Developed process to reveal complex merchant billing errors and implemented solutions to have issues corrected eliminating multi - $1M in legal exposure and lost revenue.

Managed 19 Relationship Manager direct reports providing customer service, product and service support, to independent sales offices and agent banks. Analyzed association interchange changes reporting implementation instruction to company for wholesale initiatives and client communications with retail recommendations.• Saved company and clients $150,000 monthly by uncovering unknown issue and developing procedure to timely and automatically reopen merchants accounts to post debt to merchants for clients and company resulting in departmental time savings. • Developed, instituted and managed a new start up call center including coaching and monitoring which improved customer response time by 25%.• Wrote relationship management training curriculum and personally trained on client and merchant contracts and pricing schedules.

Directly managed ISO and Bank clients assisting in growing revenue by profitability analysis of individual merchants and at a portfolio level. Handled negotiation and contract renewal.• Developed team training and "how to" database where there was none before resulting in 50% faster resolution to issues.• Increased small clients portfolio by $72K first year by portfolio review.

Implemented and trained new independent sales offices and tracked their initial production. Facilitated the merging of portfolios, researching special requirements to fulfill contract obligations by documenting new procedures. Negotiated, prepared, maintained and distributed legal contracts and pricing addendums. Managed Direct Corporate Sales personnel and existing corporate accounts, agent banks, and utilized leads to bring in new merchant business. Collaborated with Sales and Marketing regarding arrangements for ETA, client conferences and reward ceremonies. Represented company, obtained sales leads at ETA and other related events. Began tenure providing executive assistance, reporting directly to the President including verbal and written correspondence.• Restructured marketing and training documents resulting in greater Sales Representative acquisition. Developed accelerated new representative training resulting in 100% faster and 95% more initial production with merchant acquiring.