Michelle Perez

Michelle Perez Email and Phone Number

Executive Leader - Financial Services / Fintech / SaaS | Contact Center Operations & Global Product Management | Retail Banking & Credit Unions | Delivering Multi-Million-Dollar Technology Projects On Time & On Budget @ Velera
Michelle Perez's Location
Omaha, Nebraska, United States, United States
About Michelle Perez

I will not fail. That is my mantra and what sets me apart. My fierce desire to succeed manifests in helping others reach their potential while propelling the organization forward. My tenacity, skill, and experience have resulted in consistent upward career progression and exceptional cross-functional versatility. I have earned credibility and respect, giving me 100% executive leadership approval on all projects with no follow-up or representation required.As a transformational leader with multiple certifications (Scrum Product Owner, Pragmatic Certified Product Manager, Product Manager Level III, and Six Sigma Green Belt) and a master's in organizational leadership, I understand that different situations call for different leadership strategies. Regardless of the situation, I have an innate ability to communicate to all levels, create engagement, and bring others along with me to drive the desired outcome. I believe that teamwork and collaboration are the foundation for driving business success.When I joined Co-op, I was tasked with taking over the $9M contact center technology upgrade project. I quickly stepped in, established rapport, and earned trust and cooperation that helped me lead the project to successful deployment. Strengths in collaboration, communication, and influence across lines of business proved a significant advantage in making this success possible.With extensive experience in contact center leadership, I spearhead customer-focused solutions that deliver value and satisfaction. Customers benefit from my expertise in contact center operations and comprehensive understanding of fintech products, cost drivers, revenue, and market. I strive to meet aggressive product delivery goals and hold vendors to the same stringent standards through vendor assessment, ensuring delivery meets quality, timing, and budget expectations. 🌟2021, 2022 & 2023 Review: Exceeds Expectations - 2023 Leader Comment: "Those who work with Michelle directly have nothing but positive comments to offer about her commitment to excellence and reliability as a key business partner."

Michelle Perez's Current Company Details
Velera

Velera

View
Executive Leader - Financial Services / Fintech / SaaS | Contact Center Operations & Global Product Management | Retail Banking & Credit Unions | Delivering Multi-Million-Dollar Technology Projects On Time & On Budget
Michelle Perez Work Experience Details
  • Velera
    Vice President Disputes And Lending Operations
    Velera Jul 2024 - Present
    United States
    View
  • Velera
    Director Of Product Management - Contact Center
    Velera May 2020 - Jul 2024
    Des Moines, Iowa, United States
    Company was previously Co-Op Finacial Services.Spearhead multiple unrelated projects with varying lifecycle frameworks, including traditional, agile, and hybrid. Accountable for $44M P&L Contact Center business. Steer the market analysis process for new products and services to clarify customer needs, industry direction, product and market strategy, and positioning. -- Own 100% executive leadership approval on all projects and initiatives.-- Led 5 large-scale product… Show more Company was previously Co-Op Finacial Services.Spearhead multiple unrelated projects with varying lifecycle frameworks, including traditional, agile, and hybrid. Accountable for $44M P&L Contact Center business. Steer the market analysis process for new products and services to clarify customer needs, industry direction, product and market strategy, and positioning. -- Own 100% executive leadership approval on all projects and initiatives.-- Led 5 large-scale product and client delivery projects, finishing 2023 at 100% of targeted completion goal.-- Achieved 200% of $4.4M average contract value (ACV) goal, reaching $8.8M ACV in 2023.-- Led and delivered the multi-year $10M Contact Consolidation project on budget, integrating two separate infrastructures into a single infrastructure and toolset; increased calls handled by 19%, increased calls handled per agent by 13.7%, ultimately increasing revenue while reducing expenses.-- Reduced client attrition by 31% by revamping marketing and sales materials, product positioning, and service offerings to improve customer satisfaction, experience, and retention.-- Led Contact Center New Pricing Model project in 2022. Achieved 10% gross margin expectation through collaboration with pricing and executive management team to examine pricing analysis and gain alignment on impacts to profitability.-- Surpassed 2022 sales performance goal of $4M by 42.5%, reaching $5.7M ACV. Show less
    View
  • Co-Op Financial Services
    Sr. Product Manager Contact Center Services
    Co-Op Financial Services Jun 2018 - May 2020
    Des Moines, Iowa, United States
    Navigated and led the entire product development lifecycle, including requirements, documentation, resource management, system integration, testing, regulatory compliance, product launch, and implementation.
    View
  • First Data Corporation
    Director Of Global Product Management
    First Data Corporation Jan 2017 - Jun 2018
    Omaha, Nebraska
    Governed the product management lifecycle from conception through end-of-life ownership, including ideation, development, implementation, adaptation, and new business development.• Set strategic directions, completed market analysis, obtained voice of the clients, and established product roadmap to guide and direct product development of needed capabilities and enhancements.• Experience in providing relevant product expertise to support sales effort including the assistance with the… Show more Governed the product management lifecycle from conception through end-of-life ownership, including ideation, development, implementation, adaptation, and new business development.• Set strategic directions, completed market analysis, obtained voice of the clients, and established product roadmap to guide and direct product development of needed capabilities and enhancements.• Experience in providing relevant product expertise to support sales effort including the assistance with the education and enrollment of clients into new product programs. • Proven experience in developing product marketing plan, collateral, positioning and branding. Show less
    View
  • Paypal
    Senior Group Leader, Resolution Services
    Paypal May 2016 - Jan 2017
    Greater Omaha Area
    • Piloted the North America Dispute & Claims Teams (120+ FTES) to meet the highest level of Financial Services Operations.• Steered daily operations, assessing resources, monitoring daily metrics and providing feedback to the Vice President of Financial Services Operations.• Partnered with NA Global Operations Partners on impacts of process, policy and product changes while leveraging best practices, understanding new trends and contributing to the implementation of workflow process… Show more • Piloted the North America Dispute & Claims Teams (120+ FTES) to meet the highest level of Financial Services Operations.• Steered daily operations, assessing resources, monitoring daily metrics and providing feedback to the Vice President of Financial Services Operations.• Partnered with NA Global Operations Partners on impacts of process, policy and product changes while leveraging best practices, understanding new trends and contributing to the implementation of workflow process improvements to drive strategic initiatives. Show less
    View
  • Paypal
    Senior Group Leader, Customer Solutions
    Paypal May 2014 - May 2016
    Greater Omaha Area
    • Directed the North America Customer Solutions Teams (120+ FTES) who onboard, service, manage, retrain and grow PayPal consumers.• Managed annual expense budget of $30M.• Partnered with NA Global Operations Partners on impacts of process, policy and product changes while leveraging best practices, understanding new trends and contributing to the implementation of workflow process improvements to drive strategic initiatives.• Revamped new account strategy to increase total payment… Show more • Directed the North America Customer Solutions Teams (120+ FTES) who onboard, service, manage, retrain and grow PayPal consumers.• Managed annual expense budget of $30M.• Partnered with NA Global Operations Partners on impacts of process, policy and product changes while leveraging best practices, understanding new trends and contributing to the implementation of workflow process improvements to drive strategic initiatives.• Revamped new account strategy to increase total payment volume (TPV).• Partnered with NA Global Operations Partners (Merchant Services, Risk, Debit Card, Financial Services), Global Consumer Teams, NA Business Unit, Technical and Product Teams on strategic initiatives. Show less
    View
  • Paypal
    Lead Group Leader, Merchant Services Outreach
    Paypal Apr 2012 - May 2014
    Greater Omaha Area
    • Led team of Supervisors, analysts and Integration Specialists (35+ FTE) in meeting the processing and operational needs of Sole Proprietors through cross-selling PayPal products and services.• Implemented strategy and plans for outbound initiatives, while adjusting processes to meet overall corporate objectives.• Partnered with Operational Excellence and Marketing Teams on strategic initiatives to drive revenue/growth generation, risk/operational readiness, compliance, tools and… Show more • Led team of Supervisors, analysts and Integration Specialists (35+ FTE) in meeting the processing and operational needs of Sole Proprietors through cross-selling PayPal products and services.• Implemented strategy and plans for outbound initiatives, while adjusting processes to meet overall corporate objectives.• Partnered with Operational Excellence and Marketing Teams on strategic initiatives to drive revenue/growth generation, risk/operational readiness, compliance, tools and training.• Participated in executive-level overview of product and system enhancements to ensure that teams are adequately prepared for workflow and procedural changes. Show less
    View
  • Paypal
    Project Manager, Merchant Services
    Paypal Apr 2010 - Apr 2012
    Greater Omaha Area
    • Built and led a team of Workforce Management Analysts to support fast-growing Sole Proprietor business.• Partnered with Merchant Leadership and Marketing Teams on strategic initiatives to support high-growth Sole Proprietor businesses in revenue/growth generation and risk/operational readiness.• Delivered on analysis to identify and implement service strategies and adjusting processes to meet overall corporate objectives of the merchant business.
    View
  • Paypal
    Group Leader, Merchant Services Outreach
    Paypal Apr 2008 - Apr 2010
    Greater Omaha Area
    • Led a team of analysts dedicated to meeting the processing and operational needs of assigned merchants with the Sole Proprietor segment through cross-selling PayPal products and services to meet the needs of the merchant's business.• Designed and implemented retention, up-sale, and cross sale programs to increase annual total payment volume (TPV) +375 million, grow revenue and increase profitability.• Implemented strategy for outbound initiatives while adjusting processes to meet… Show more • Led a team of analysts dedicated to meeting the processing and operational needs of assigned merchants with the Sole Proprietor segment through cross-selling PayPal products and services to meet the needs of the merchant's business.• Designed and implemented retention, up-sale, and cross sale programs to increase annual total payment volume (TPV) +375 million, grow revenue and increase profitability.• Implemented strategy for outbound initiatives while adjusting processes to meet overall corporate objectives.• Partnered with Operational Excellence and Marketing Teams on outreach initiatives to drive revenue/growth generation, risk/operational readiness, compliance, tools and training. Show less
    View
  • Paypal
    Senior Supervisor, Business Support,
    Paypal May 2005 - Apr 2008
    Greater Omaha Area
    • Built, developed, and led a group of employees into a high-performing team to meet or exceed performance goals.• Partnered with peers and other key stakeholders in the development of new processes, products, and procedures to bring complex issues to resolution by influencing at the function/site level.• Identified departmental strategic shifts to meet demands of staff growth, operational necessity and customer contact volume mandates.
    View
  • Paypal
    Supervisor, Customer Solutions
    Paypal Oct 2002 - Apr 2008
    Greater Omaha Area
    • Built and led a team and developed them into high-performers consistently meeting or exceeding expectations.• Developed direct reports and fostered an open, collaborative environment to exceed performance expectations.• Established relationships with peers and other key stakeholders in the development of new processes, products, and procedures to bring complex issues to resolution by influencing at the function/site level.
    View
  • Paypal
    Member Services Professional
    Paypal May 2001 - Oct 2002
    Greater Omaha Area
    • Managed working queues, addressed teammates questions, resolved escalations, conducted quality reviews, provided teammates with clear constructive feedback, led team learning sessions, and assisted in other assigned projects such as product testing or feedback.• Fostered a collaborative environment of coaching team and encouraging them to learn and develop .• Partnered with Product Integration Team to identify, report and escalate potential features and system bugs.
    View
  • Paypal
    Customer Service Representative
    Paypal Jun 2000 - May 2001
    Greater Omaha Area
    • Analyzed customer questions and provided predictable, compassionate and timely resolutions to questions and inquiries while maintaining a positive and friendly attitude• Exhibited creativity in delivering practical solutions and identifying issues requiring escalation• Supported management with training and mentoring of new and tenured teammates
    View
  • Corporate Express - Staples
    Senior Customer Service Representative/Contract Account Coordinator
    Corporate Express - Staples May 1986 - Jun 2000
    Greater Omaha Area
    • Managed startup of National Contract Accounts totaling in excess of $1 million annually• Responsible for ongoing management of national accounts including bid procedures, order processing, statistical analysis, accounts receivables and collections• Prioritized and streamlined workflow, training of new employees and research solutions to better serve clients

Michelle Perez Education Details

Frequently Asked Questions about Michelle Perez

What company does Michelle Perez work for?

Michelle Perez works for Velera

What is Michelle Perez's role at the current company?

Michelle Perez's current role is Executive Leader - Financial Services / Fintech / SaaS | Contact Center Operations & Global Product Management | Retail Banking & Credit Unions | Delivering Multi-Million-Dollar Technology Projects On Time & On Budget.

What schools did Michelle Perez attend?

Michelle Perez attended Bellevue University, Bellevue University.

Not the Michelle Perez you were looking for?

View similar profiles

Free Chrome Extension

Find emails, phones & company data instantly

Find verified emails from LinkedIn profiles
Get direct phone numbers & mobile contacts
Access company data & employee information
Works directly on LinkedIn - no copy/paste needed
Get Chrome Extension - Free

Aero Online

Your AI prospecting assistant

Download 750 million emails and 100 million phone numbers

Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.