Managed Services Director
CurrentDirect a team of four Managers, Lead Representative and their 25 direct reports. Responsibilities:• Deliver and coordinate effective responses to hundreds of client questions or concerns each month in order to gather the correct information, solve problems in a timely manner and mitigate risk. • Direct the Training Operations processes.• Lead the back end recovery processes in 2500-3000 billing and fraud disputes monthly, the merchant and the Associations (Visa and MasterCard).… Show more Direct a team of four Managers, Lead Representative and their 25 direct reports. Responsibilities:• Deliver and coordinate effective responses to hundreds of client questions or concerns each month in order to gather the correct information, solve problems in a timely manner and mitigate risk. • Direct the Training Operations processes.• Lead the back end recovery processes in 2500-3000 billing and fraud disputes monthly, the merchant and the Associations (Visa and MasterCard). Lead Prepaid portfolio backend fraud review and customer identification processing. • Direct all Mail Services team processes.• Executive Services.• New Client Implementation and support services development.• Direct the Quality Assurance processes.Accomplishments:• Collaborated with IT, Software Development, and Analysts taking the EMV chip card (Europe MasterCard Visa) roll out project through all phases successfully, coordinating with the Call Center for a smooth transition as client’s magnetic stripe cards expired with an estimated 20% reduction in fraud losses.• Back end recovery process improvement project implementation the recovery results are over 90% for billing errors and 45% for fraud transactions. • Managed annual $1,500,000 budget targets with a 10% improvement in expenses by automation, reduction in off line costs and efficiencies in manual processing. • Achieved timeliness and service levels for all processes within Fraud Control and Mail Services for each client 12 of 12 months consistently, maximizing satisfaction ratings.• Worked collaboratively with PARD data team to develop and revise Falcon strategies to identify and block known fraud merchants based on internally worked cases, preventing additional losses. Show less
