Pablo Peña Email & Phone Number

Spring, Texas, United States

Houston, Texas

Houston, Texas Area

As Account Manager was responsible for a fleet of over two thousand ATMs for Retail Customers and managed all aspects of service delivery and operational relationships for assigned Merchants. Also managed a portfolio of Merchant Client accounts and was the single point of contact for each client. Responsible for day to day operations, customer communication and the administration of planning, execution, and documentation of moves, adds changes, and customer reporting. Also, focused on client engagement, customer satisfaction, and service delivery excellence to identify areas of opportunity for revenue enhancements, transaction growth or expense reductions.• Build and maintain strong partnerships with key internal departments; Command Center, Armored, Cash, Marketing, Engineering, Warehouse, Logistics, Tech support, etc.• Prepare monthly portfolio performance reviews and deliver results via conference calls with assigned Clients.• Required to be familiar with each client's contract to ensure accurate fees are included on invoicing, and service level requirements are considered and met.• Ensure timely verification and approval of the Monthly Fee Settlement reports.• Monthly review and communication of Accounts Receivable.• Daily review and approval of vendor invoices per corporate guidelines.• Increased total transaction count by 2.4%• Increased withdrawal count by 1.5%• Increased service levels to 98% for each portfolio

Houston, Texas Area

A visible and key member of the Operations team responsible for providing single point of contact for multiple Bank Branding clients to ensure client satisfaction and service delivery excellence. Work closely the Relationship Manager and Retail teams to service branding clients with concentration on brand deployment, continuing operations and performance support. Responsible for the successful implementation of bank branded ATMs, coordinating the creation of bank branded materials, assisting in maintaining service levels for over 2,700 ATMs for over 21 portfolios. Additionally, responsible for maintaining service levels for each portfolio, production review and delivery of periodic transaction, performance and billing reporting. Additional duties include:• Operational lead on new branding implementation, branding expansion, building and maintaining strong partnerships with key personnel.• Business Opportunity Status Report monthly providing the client with business reviews and accountability.• Ensure compliance of each portfolio per federal regulations.• Reduce performance penalties for each portfolio.• Act as primary contact for client.

ATM Specialist responsible for performing operational support duties for over 270 ATMs companywide. Perform account reconciliation, including journal entries, variance analysis, and monitor ATM status and currency usage. Assist in the installation process and investigate ATM customer disputes for fraudulent in accordance with state and federal regulations. Perform a variety of routine daily tasks; produce reports, prepare correspondence; participate in special department projects. Work closely with vendors, management and Frost Bank on related ATM issues. Also work closely with store personnel to resolve any ATM issues.

Master Of Arts - Ma, Organizational Leadership

Activities and Societies: Doctoral Student Association, President 2011 – 2012 Doctoral Student Association, Treasurer 2010 – 2011PhD.

Master Of Arts (M.A.), Instructional Technology