Manage and provide white glove service and support to the company’s largest strategic enterprise clients in the Consumer Investment Bank division. Serve as the primary implementation contact point for clients driving resolution of escalated issues with support teams, ensuring fully vetted point of sale implementation according to the firm’s coding and integration specifications. Advocate and influence enhancements for future product and platform features.Leadership Engagement▬▬▬▬▬▬▬▬▬▬▬✔Provide high level support for complex client impacting programs and projects✔Understand client technology set-ups and strategic objectives for the payments business serving as a subject matter expert✔Identify and recommend improvements regarding the client’s current interactions and integrations with the firm serving as a strategic partner. Advocate for the client with other internal groups within the organization✔Collaborate with Relationship Management to report on formal Service Level Agreements (SLAs) and Service Improvement items where applicableCommittees & Special Projects▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬✔Key stakeholder and SME within the organization for Petro, EMV, and Dynamic Currency Conversion (DCC) products✔As a member of the Petro Uplift Virtual Vertical Team, provide feedback on current Petro improvement opportunities. Tasked to create a training guide on how to search in Developer Center for completed certifications. Also tasked to identify gaps in our specifications in Petro and EMV Supplemental guides.✔Member of the Developer Center (Certify) Beta Team, accountable for creating projects and adding Tandem merchants to the Certify module for the purpose of finding and reporting anomalies✔Serve as a DCC SME tasked with creating new and updated documentation for technical implementations✔Primary stakeholder to create and implement EMV Redundancy Reduction Approach to streamline and reduce implementation time for Petro clients and business partners* continued below *

* continued from above *Select Accomplishments▬▬▬▬▬▬▬▬▬✔Recipient of multiple P2P awards for outstanding client satisfaction.✔Consistently maintain and/or exceed SLA response times to Top Client merchant inquires and certification efforts. ✔Spearheaded the successful implementation of the RRA streamlined certification for one of the company’s largest petroleum merchants. Reduced BAU certifications from at 6 months to 1 month timeframe. ✔Host Tandem/EMV Q&A forums twice per week, where team members, both Core and Top Client, can bring their technical questions and experiences to openly discuss process impact, specifications, environmental changes, and pain points. Considered a leader amongst peers and often utilized as a resource by both new and seasoned analysts regarding Tandem, EMV, Petro, and DCC.