Fiserv is a fintech and payments company that provides solutions for banking, global commerce, merchant acquiring, billing and payments, and point-of-sale.As Client Support Professional, I am accountable for holistic incident management and customer support for 13 major financial institutions using ARP/SMS (Account Reconciliation Processing/Service Management System). To carry out my mandate, I ensure compliance with contractual and service level agreements, uphold Fiserv’s standards of customer service excellence in all client communications, ensure value realization of customers’ investments in Fiserv products, and periodically address or escalate processing issues.Some of my accomplishments include:➥ Served as client advocate and Voice of the Customer; collaborated to meet client needs for pay/reconciliation processing, security administration, risk mitigation, and fraud management support.➥ Recognized by Fiserv sales personnel and client partners for providing excellent customer service and issue resolution support. ➥ Coordinated internal resources to ensure all functional areas are properly represented, conduct root cause analyses, and remediate Tier 1, 2, and 3 production issues. ➥ Managed a caseload of ~100 per month, achieving a 90-95% case resolution rate.➥ Developed documentation and Disaster Recovery (DR) materials to support annual DR and quarterly service releases, defects, and enhancements.➥ Prepared and presented monthly KPI reports for clients.➥ Developed, documented, and updated SOPs governing auditing, training, processing, and onboarding. Created 30 standard operating procedures within 8 months.➥ Developed guidelines for system access rights impacting 1K+ users to support Audit and Risk Management.➥ Created project scope statements and Statements of Work for customized client development requests. ➥ Drove product testing procedures, resulting in continuous product iterations and the remediation of customer pain points.

As VP of Operations, I was tasked with leading a 15-member team across 3 business units to steer key aspects of day-to-day operations – from goal setting and performance management through training, contract management, customer service, debt structure reorganization, and Global Corporate Action event management.Some of my contributions include:➥ Established goals and key performance metrics at the individual and departmental level.➥ Mentored team members; ensured maximal adoption of customer service best practices.➥ Reviewed, amended, and approved ~5 client contracts annually related to the sale or acquisition of corporate options to protect the business unit from risk. ➥ Consistently met the goal of 95% completion rate for Routine Transfer turnarounds, exceeding the SEC-regulated rate by ~5%.➥ Completed consents, conversions, options, and payments with a 98% turnaround rate.➥ Facilitated successful audits (Ernst & Young) every year with no significant findings.➥ Instituted self-audits to review team output and ensure continuous audit readiness. ➥ Handpicked by leadership out of 20 managers to serve as ‘Client Service Advocate’ representative for 150+ client-facing personnel.➥ Managed and resolved escalated client calls related to regulatory requirements, complaints, and notices.➥ Drove a reduction in weekly escalated calls from 10-15 to 1-3.➥ Served as Business Continuity Manager for the Corporate Trust Department; updated documentation, initiated Call Tree testing initiatives, and supported evacuation efforts.➥ Managed the Employee Committee (2016); led a suite of initiatives to enhance employee engagement and morale.➥ Instituted an annual review of departmental risk control self-assessments, SOPs, and compliance reporting.➥ Established 3 agile teams as part of a new program (“5 Performance Excellence Habits”) for all Corporate Trust.

Created training material to ensure compliance with AML/KYC regulations.

Support of a $6.5 million portfolio for various Multi National Large Corporate Clients. Support client base and recommend services that provides mutual benefits for our client and the firm.

As Customer Service and Operations Manager, I was responsible for all aspects of day-to-day customer service activities – including account reconciliation processing support, reporting, on-site reviews, and training – to provide a white glove customer experience for 10 clients representing $6.5MM+ in annual revenue.Some of my key contributions include:➥ Led project management and testing activities to optimize the service portfolio and upgrade key systems.➥ Participated in strategic planning with executive leadership related to business requirements, functional reviews, and unit acceptance documentation.➥ Built productive, high-touch relationships with Operations, Product Management, Sales, and Customer Service teams. ➥ Improved SLA performance from 93% to 99% by implementing strict controls and SOPs governing return item processes, resulting in a $100MM reduction in fraudulent items.➥ Combined training with workflow analysis/optimization to reduce team processing errors by 80% and increase productivity by 50%.

Inventory control; check in merchandise, data entry. Employee time card data entry.