As First Vice President, I was primarily responsible for spearheading the launch and growth of ForwardLine Payment Services, LLC, guiding it through its initial phases to a successful acquisition by the Vistria Group via a private equity transaction. My role encompassed crafting and executing the company's organizational strategy, which included setting pricing policies, defining product offerings, and overseeing departments such as underwriting, onboarding, servicing, risk, and compliance.Additionally, I led BriteCap's Operations unit, managing functions including Loan Servicing and Renewals, Collections, IT, Telecom, and Facilities.

Accelerated account growth by promoting product solutions through First Data's Third Party sales channel.Led a cross-functional team in developing vertical market sales kits, which helped increase sales by 38%. Increased B2B account activation by 23% by partnering with American Express on a 6-month campaign.Increased Merchant Club revenue by $500K by adding benefits from new strategic partners. Generated $250K in annual revenue by adding a web-hosting program to our suite of value-added services.

Selected by the CEO to champion all merchant retention-related initiatives.Led a Customer Retention Committee, responsible for:-reviewing attrition trends-identifying inefficient processes that cause attrition -recommending changes to improve attrition rates. Retained >$3.9M in annual revenue as a result of the initiatives recommended by this committee. Designed and launched an Account Management database, which monitored processing trends from enterprise-level accounts and alerted the team when accounts displayed potential issues.Transitioned responsibility for account re-pricing from the Finance department to the Merchant Retention department, to expedite pricing updates. Implemented a predictive attrition model to identify “at risk” customers.Established the Business Solutions Group to tackle complex merchant disputes, leading to a significant increase in resolution rates.

Responsible for 225 employees across multiple departments. Reduced expense by $2M by spearheading the design and launch of a self-service website and enrolling >40K customers over a 2-year period.Led a “Quality Operations” department whose sole purpose was to drive operational efficiencies by: -identifying inefficient processes-applying Six Sigma methodologies to identify areas for improvement-work with team leaders to implement recommended changes-perform periodic audits to ensure compliance with those changes. Created an Account Management department responsible for retaining a global portfolio of accounts and increasing profitability on our enterprise-level customers.Assigned responsibility for the Presidential Hotline, which was a team focused on retaining at-risk merchants. Contributions by this team improved retention rates by 9% annually.

Enhanced our contact centers in preparation for the launch of LSPG, which was our proprietary payments SaaS product suite. Established a Quality Control department responsible for monitoring and reporting on the overall quality of service delivery and later integrated this team into our Training organization to ensure that any identified issues were promptly addressed in the development of training modules. Implemented the "Agent Hotline", which was a direct link between our external sales force and senior technical support staff, which greatly enhanced service delivery to our sales team.

Promoted to oversee the Customer Service call center and subsequently established a dedicated PC Support Help Desk to address the needs of our expanding product lineup.Amidst a period of rapid growth (200% month-over-month), I established a deployment and training department to ensure smooth conversion and effective training for our newly onboarded accounts.

Recruited to establish a 24/7 technical support Help Desk where I partnered with Telecom to implement a self-service IVR system, reducing inbound call volumes by 20%

Managed a 35-member 24/7, contact center, in support of our banking partners and merchant processing clients.