• Oversight of development and implementation of onboarding, customer service/support, marketingrelated processes for a start-up organization• Liaise with other departmental heads to plan and implement action plans for improved technicaloperations• Partnered with development team and third-party to leverage an enterprise CRM solution (Zoho One)• Own Knowledge Management for technical processes, functions and requirements

Castles Technology Co., Ltd is a leading global provider of state of the art innovative, secureand affordable payment solutions for the financial, retail, hospitality, and transportation sectors.• Owned Deployment Services, Repair/Replacement Services combining seamless workforce integration of in-house and outsourced personnel• Managed Relationship with Technical teams for larger customers (typically Payment facilitators, distributors, enterprise IT/Logistics, Hardware Deployment centers)• Provided next level support for Technical and Development support teams• Partnered with the customer and third-party development companies who use our SDK and related services to bring POS products to market• Led Technical Support Engineers as direct report team members creating subject matter expertise pertinent to how our customers use our products and services• Partnered with operations to ensure supply chain/logistics work in tandem with configuration schedules based on customer/sales expectations• Voice of the customer liaison to the R&D team to ensure product design/functionality continues to meet or exceed customer expectations• Service owner for North America

• Provide Mobility expertise (scanners, payment devices, iOS, Android) Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources as necessary• Establish and grow relationships with executive sponsors and decision makers• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by a local support team• Trusted adviser to ensure customer’s overall satisfaction with our products and services• Keeping customers informed of process and procedural changes• Assess program risks, anticipate challenges, and provide escalation management when necessary• Contribute thought leadership and best practice, both internally and externally, around business transformation pertaining to device usage, lifecycle management, and mobile operations support.

• Led team of 8 Technical Client Support Engineers who supported IT teams of large corporations.• Provided Enterprise level issue resolution for payment systems used by the largest Retailers in North America.• Supported ecommerce and B2B payment systems as well as internal customers, and third-party solution providers.• Responsible for budgeting, planning, reporting, business reviews, process improvement, team leadership.• Directed operations of a private sector organization.• Provided corporate oversight of all support activities from Implementation, Run & Maintain, and Help Desk levels.• Measured productivity and cost efficiency for case and issue management (Cost per case).• Cooperated on all levels to develop effective internal procedures between sales, support, and back office.• Owned Performance Management & Measurement for my team.• Interacted directly and productively with customers who were largely the highest level technical teams at Fortune 500s.• Represented support organization for Support Service Level Agreements.• Primary aim of the company Payments Industry hardware and SaaS provider for most of the Fortune 500.• Performed Sales Support functions.• Migrated CRM from legacy application to Salesforce.Com platform for case management, service requests, and other back-office workflow tasks.

• Sales support manager for the largest independent sales channel in the payments industry.• Direct Manager for 20+ Sales support advisors/analysts who provide ongoing support for both new and existing customers.• Liaison between the customer base and all internal support organizations.• Executive level issue resolution.• Used software tools including Salesforce.com, Advanced Microsoft Office, Oracle ERP, Point Of Sale SaaS.• Evaluated employee job performance.• Recruited, interviewed, and hired employees.• Explained work procedures and company policies to staff.• Scheduled staff.• Directed billing and office support duties.• Managed overall department performance.• Ensured proper resource assignment and allocation against priority.• Provided status updates of office activities to senior management.• Revised procedures to improve efficiency.• Prepared reports.• Resolved executive level escalations.

• Led a team of 24/7 follow-the-sun Technical Support/Customer Service members for International ecommerce Acquirer.• Active Network Operations Control and monitoring of core systems, database, and communications infrastructure.• Major responsibilities included servicing, troubleshooting transaction and API-level payment messages, onboarding, multi-tiered support and triage for third-party service providers (partner gateways, solution providers, payment facilitators).• Back office customer service including financial transaction research, Settlement/Payment, exception processing, and other financial reconciliation and reporting tasks.• Arranged and directed delivery and installation of wholesale and retail configuration for SaaS offerings.• Resolved executive escalations.

• Operations Manager responsible for the Repair/Refurbish/Configuration of Point of Sale equipment and related peripherals.• Member of organizational and operational leadership of the department including all HRIS maintenance, scheduling, performance management, goals, objectives, development, etc.• Drove efficiencies, optimization, and continuous improvement strategies/projects using Six Sigma, Lean Sigma and PMO methodology.• Led many Fortune 500 large-scale (1000+ device) projects relating through the Service Delivery lifecycle and subsequent Supply Chain/Logistics initiatives delivering new payment technology into the largest retail establishments in the U.S.• Across every major vertical market.• Partnered with Sales and Finance for RFP, high-level and detailed cost estimates and implementation/adoption strategies.• Created Performance Management System standardizing divisional KPIs.• Supervised repairers, technicians, team leads/Supervisors.• Planned work tasks and schedules.• Directed maintenance and repair projects.• Planned around worker experience, available equipment, work priorities.• Monitored and evaluated worker performance.• Managed staff duties such as hires, promotions, transfers, evaluations, discipline.• Kept time records, production records, inventory data, repair statistics, maintenance logs, test results.• Developed maintenance policies and procedures.• Evaluated policies and procedures.• Provided mentoring and work training.• Complied with regulatory agencies.• Managed budget.

• Departmental Manager Deployment, Terminal Programming, Repair Center.• Departmental Manager POS, PC, ATM Technical Support/Call Center/Quality/Customer (Merchant) Activation.• Identified/developed/executed short and long term strategies to effectively manage productivity, quality and customer expectations for each of the departments.• Set performance goals for teams/individuals, created reward/recognition/incentive programs through the complete Performance Management cycle.• Prioritized resources to meet/exceed contractual Service Level Agreements for business partners along with a direct customer base for all Operations.• Developed RFPs and responses in partnership with Sales/Marketing teams for new business initiatives.• Wrote technical documents, surveys, training documents, policies and procedures, customer notifications/letters, product reference material working with Legal department as needed.• Developed and executed project plans involving complex new customer activation, product/service upgrades, fulfillment and subsequent support strategies.• Delivered enabling technology for overall efficiency/ergonomics of the employee desktop including any specialized tools used in the call center, back office, warehouse, fulfillment, and repair center.• Maintained service and maintenance agreements where applicable.• Accounting/Finance MIS reporting for budgeting wholesale/retail billing and asset related items.• Provided strategic direction regarding the use of technology and resources in the environment in partnership with.• IT and Information Security areas.• Corporate Encryption Key Manager Responsibility for all debit card related encryption from the Point of Sale throughout the corporate networks.• Project Manager for any enterprise wide initiatives involving the Service Operations division.• Led cross-functional audit and compliance teams.

• Managed a multichannel contact center supporting several Fortune 100 business partners.• Deployed proprietary hardware and software used for B2B, B2C, P2P, and PC-based distance learning.• Maintained and provided technical end-user support for a large stock of laptop computers for sales and other remote users.• Provided computer hardware and software technical support and training to 1000+ Account Executives.• Performed troubleshooting and maintained a secure remote access Intranet/Extranet computing product.• Updated technical documents and procedures used by the Help Desk.• Developed the call tracking and workflow system used by the phone representatives.• Stakeholder during all phases of design/implementation for a multilevel help desk that provides phone/email and web collaboration support to B2B, B2C, and employees.• Developed solutions for corporate digital and physical fulfillment.• Additional oversight of Network Monitoring, Identity and Access Management, Active Directory, proprietary software delivery.• Maintained technical documentation, and knowledge-base.

• Managed supply chain and Logistics for midsized Computer equipment distribution and Professional Services whose customers were private and GSA.• Directed storage and distribution on a local level, regional level, state level, national level.• Supervised staff involved in receiving, shipping, storage.• Prepared and directed written communications and invoices.• Prepared reports on storage and distribution operations.• Issued shipping, courier, and company delivery instructions.• Coordinated delivery times and locations.• Minimized costs of storage and distribution.• Coordinated warehouse activities with managers in production, sales, and distribution facilities.

Produced credit card statements for Citi and other partners including Tiffany and Company, Elder Bearman, Kohls, and many other store cards.