Merchant Services Manager
CurrentSupervised 3 Associate Managers and staff of 17. • Increased dispute processing business revenue from $6M to $27M in less than 5 years with a 70% margin by serving as key member of management team• Ensured operational efficiency by coordinating with management team and establishing daily work assignment for 80+ staff members handling 500K+ disputes per month• Fulfilled client requests for system enhancements by partnering with development team on design and implementation• Saved money and reduced staff requirement 40% for indexing 2M pages monthly by initiating, designing, and leading development team for major system upgrade• Received team recognition from VISA by achieving most successful implementation of VISA Claim Resolutions• Provided superior problem resolution and customer relationship management by handling highest-level calls escalated by agents and supervisors• Cultivated best practices by advising and training 200+ acquiring processors and 4M merchants on issue resolution• Increased staff productivity 25% and human capital management efficiency by developing productivity report cards in Excel and enabling daily status reports utilizing pivot tables
