Responsible for high level of customer retention by ensuring and exceeding customer expectations. Manage key customer renewal objectives such as service levels, product quality and support. Foster a client-forced culture in pursuit of best-in-class customer service. Managed monthly review meeting including Steering Committee meetings with C level of the clients. Lead customer support team as it relates to planning, deploying resources, setting priorities and employee development. Developed effective work relationships with clients and was the main point of contact for any escalation with clients. Responsible for reducing customer logged cases. Developed and executed proactive campaigns to improve customer retention. Managed both nearshore and offshore resources.

Responsible for managing & building relationship between global clients and Finastra. Responsibilities include proactively assure customer satisfaction with the Finastra’s suite of products and services to secure renewal of maintenance contracts; Serve as the focal point of contact; Identify client needs and provide solutions through the coordination of resources. Responsible for reducing customer logged cases by over 53%. Provide project management for professional services related to new implementations, upgrades, service packs, training, operation reviews; Provide assistance with the sales process by visiting prospects, pricing, and contract negotiations prior to implementation. Accountable for the product roadmap, product initiatives for upcoming new releases. Negotiate & manage strategic partnerships with respect to creating, and tracking projects, managing partner’s resources for budgeting/time accounting and invoicing. Accountable for the P&L including maintaining a 35% margin using partner resources.

Responsible for managing, monitoring and controlling the client’s implementation or professional services for new or existing clients. Managed project’s budget and timeline within a 10-percentage margin. I had responsiblity of three projects totaling over 2.5 million in budgets. Ensured that all tasks are completed in accordance with the department processes, work instructions, ISO forms and guides, and company quality manual.

Responsible for determining the adequacy of internal controls; reviewing compliance of bank policy and procedures; verifying the existence of assets, liabilities, income and expense; reviewing the reliability of manual processing and automated data processing accounting and reporting systems; reporting to management and the Board of Directors; and recommending corrective actions as needed.

Responsible for administering the bank’s Loan Administration and Operation including; Commercial, Consumer and Mortgage departments. Implemented a Cash management Department. In charge of the Bank’s lending division conversion from F.P.I. to Fiserv (CBS) system. Responsible for the accurate calculation of the bank’s Loan Loss Reserves. Generate all lending division reports through query using AS/400. Coordinate responses of FDIC and State regulator’s examination. Executive Loan Committee Secretary. Manage the determination of job staffing needs, evaluation of work flow, review of description and adherence to departmental policies and procedures.