Katie Rosa Email & Phone Number

Orlando, Fl, Us

Newton, Massachusetts, Us

Leadership & Revenue OptimizationLed a team of payment processing specialists overseeing $2 billion+ in annual transactions.Developed and implemented revenue optimization strategies for payment processing, including interchange optimization (e.g., reclaimed 40% lost revenue through chargeback processing enhancements).Negotiated favorable processing rates with vendors to maximize revenue.Fraud Mitigation & Risk ManagementEstablished and maintained robust processes to minimize chargebacks and fraudulent activity, protecting the company from financial losses.Conducted in-depth analysis of interchange fees to identify cost-saving opportunities and optimize processing selections, mitigating financial risks.Data-Driven Strategy & Decision MakingUtilized data analytics tools to create visual representations of key payment processing metrics, enabling informed decision-making.Developed a strategic roadmap for future payment processing initiatives, aligning with the company's overall business goals.Team & Vendor ManagementProvided leadership and direction to a team of payment processing specialists, fostering a collaborative and performance-driven environment.Managed all relationships with payment processors and other relevant vendors (e.g., Accertify, Shift4 Payments, Global Payments), negotiating contracts and ensuring adherence to service level agreements.

I work with SMB’s to help make sense of their credit card payment ecosystems so they can keep their money where it matters. Consultations start at $99 dependent on needs.

Orlando, Florida, Us

Tampa, Florida, Us

Jacksonville, Florida, Us

Orlando, Florida, Us

- Lead Stax Cares program which gave back $250k in charitable donations in 2022 across organizations in Orlando, Chicago, Los Angeles, and Ottawa Canada. - Organized 12-15 employee volunteer events across above mentioned locations.- Represented Stax and CEO and Founder, Suneera Madhani in local and national markets through multiple PR channels.- Contributed heavily to brand marketing strategies related to company culture, new employee experience, Stax Cares, and diversity, equity, inclusion and belonging. - Conceptualized and executed full communications strategy for Stax Cares within local, national, and international markets.- Hosted all new hire orientation sessions and facilitated full new hire onboarding lifecycle.- Strategically ensured a sense of purpose and belonging for 400 employees reducing new employee turnover by 57%.- Individually mentored between 6-10 employees specializing in building self awareness, emotional intelligence, and resilience.- Increased employee engagement by 77% by coordinating volunteer and team events benefiting women in business, youth in STEM, and radical acceptance.- Organized and participated in 15-20 company volunteer events including the Out of the Darkness 5k, repainting the Pace Center for Girls in Winter Park, Come out with Pride parade (ask to see the float!), Coding with kids at the Boys and Girls Club, the Arnold Palmer Toy Drive (over 1000 toys donated!), and multiple clothing and food drives all with donations valued over $1000.

Orlando, Florida, Us

- Responsible for largest and most vulnerable segment of business; customers first 90 days valued $85M MRR- Maintained attrition rate of less than 2% during tenure- Decreased customer activation time from 32 days to 7 days - Conceptualized and defined customer onboarding strategy from sales hand off through first 90 day experience; post implementation CSAT scores increased from 74% to 99.6%. - Implemented and refined customer onboarding journey throughout scaling 6x in revenue during tenure-Proven experience in effectively consolidating teams due to mergers and acquisitions- Provided Voice of Customer feedback to executive leadership via in person presentations - Served as thought leader across all operational functions and strategy- Managed all communication between operations and sales and marketing leadership teams2020 Winner of Stax' highest honors The X-Factor AwardThis peer nominated award is given to 1 person who exemplifies the core values of Get the right stuff done, Create Joy, and One Team. This person consistently provides tremendous value in all areas of the business both internally and externally within the community.

Orlando, Florida, Us

- Defined, documented, and implemented account management strategy covering deployment, onboarding, retention, risk/collections, and upselling- Created account management playbook covering all established operating procedures for the post sales process- Resolved customer escalations with tact and empathy while minimizing loss to business- Served as company expert in areas of interchange, retention, and communication and provided training and development in these areas.- Oversaw all operational functions of team of 8 CSMs- Maintained 100% Team KPI attainment in areas of customer attrition, and revenue growth. - 2019 Winner of the Best Damn Experience Award for excellence in customer and team experience

Orlando, Florida, Us

Orlando, Florida, Us

St. Petersburg, Fl, Us

• Builds relationships with customers through demonstration of institutional knowledge,understanding of specific institutional needs and priorities• Consistently a top performer in weekly workflow statistics; averages completion of 1000 tasksand 200 cases per month• Successfully maintained a 98% retention rate of client accounts through monthly analysis ofvolume changes and account activity• Currently has over 100 client testimonials praising personality, professionalism and efficiency• Serves as Team Lead Specialist in areas of escalation resolution, reconciliation, retention,chargebacks, merchant reserves, collections and American Express processing• Increased new client activation rate from 40% to 85% by serving as liaison between clients andvendors, performing software demonstration• Collaborates with executive level management team in areas of policy improvement, companyculture, reconciliation and retention• Personally managed budget related to Retention project and made choices that providedmaximum impact to client base while minimally impacting the company’s bottom line• Consultatively suggests product offerings to clients based on needs

San Francisco, California, Us

• Managed a portfolio of over 300 high value accounts with annual revenue over $4.3mm• Oversaw over $80mm in processing volume, average household volume between $1mm-$9mm• Identifies, analyzes, researches, and resolves inquiries on operational aspects of the business• Provides ongoing relationship development through proactive efforts, including outbound calls toclients, in order to increase revenue retention• Effectively analyzes interchange qualifications and acts as consultant to help achieve optimumsales, new account productivity, profit, and goals• Responds to voice mails and emails in a timely and professional manner• Works with Sales Representatives and Bankers in boarding new accounts• Continuously keeps attrition low by forming relationships with business owners and bankers• Identifies customer needs and sells appropriate services and products• Coordinates meetings with senior level management in response to customer needs• Answered incoming calls in a fast paced call center environment• Followed established procedures and regulatory guidelines for account changes• Collaborated with managers and senior level agents on assignments• Educated merchants on various policies and procedures relative to their account

• Managed adult day program for adults with mental health and mental retardation disabilities• Coordinated community services for families• Worked with Franklin county regarding licensure requirements• Collaborated as a part of a team to build individual enhancement programs for adults enrolled in day program• Networked with businesses for job placement opportunities for individuals• Corresponded with families and social workers regarding individuals current performance and improvements

Plymouth, Ma, Us

• Provided customers outstanding customer service through phone calls and emails• Managed customers’ accounts in fast paced call center environment• Maintained expert knowledge of supplement and supply product lines• Headed and enhanced the mail/fax system• Managed over 100 high revenue earning accounts• Handled monthly billing for customers

Education record

Masters, Counseling Psychology

Masters, Marriage And Family Therapy/Counseling

Bachelor Of Science (B.S.), Business Administration And Management, General