Wendy Wootton Email and Phone Number
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I'm a dedicated, passionate and results-driven Omnichannel manager focused on transforming client experiences by driving collaborative strategic solutions, increasing revenues and minimizing attrition via a deep understanding of the payments landscape. When clients and customers are winning, we all win! I bridge the gap between technical teams and client needs to ensure solutions meet or exceed expectations, ultimately enhancing ROI and customer satisfaction. I have a keen ability to look at the big picture, think outside the box and always do the right thing. Working in the payments/merchant services industry for the past 18+ years, I have been recognized for exceptional communication, leadership and partnership at all levels of highly-matrixed organizations. I love what I do!Distinguished performance record including, J.P. Morgan Chase President's Circle award in recognition for consistently being a top 5% performer, Safetech Fraud Circle award for most sales, and over 50 peer-to-peer recognitions.
Jpmorgan Chase & Co.
View- Website:
- jpmorganchase.com
- Employees:
- 213060
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Vp, Business Operations ManagerJpmorgan Chase & Co.Scotts Valley, Ca, Us
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Consultant/Fractional WorkFreelance Mar 2024 - PresentManaging partner relationship portfolio while driving new account referrals for continued revenue growth.
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Vp, Business Operations Manager (Merchant Services)Jpmorgan Chase & Co. Mar 2021 - Mar 2024New York, Ny, UsLeader focused on complex, client technical issue resolution for three lines of business. Managed across a team of business analysts while driving critical strategic and operational initiatives, business process improvements and operating cadence management. ● Served as escalation point to identify and resolve technical systemic issues and provide a more stable platform for clients.● Collaborated with Relationship Management, product, implementation, application and development teams as well as direct client engagement to drive client solutioning and issue resolution, including deep dives into specs, card brand requirements, tech stacks, etc.● Led and optimized a weekly Client Advocacy Forum meeting to track and drive progress of larger, widespread technical issues with developer teams across all platforms until resolved, adding on-going feedback of mitigation efforts to Relationship teams and their clients.● Drove Operations support efficiencies with Payment Network Office, Product, Solution Enablement, and other resolver groups for an overall improved client experience.● Successful co-creation of five (5) vertical focused Case Management teams providing faster and more focused SME support, resulting in meeting or exceeding SLAs.● Rapid Response team co-leader improving overall customer experience during system disruptions and major outages, resulting in reduced client and firm financial impact.● Customer Experience (CX) special project (December 2023 – February 2024): Identified platform solutioning gaps and opportunities for Commerce leadership to improve end-to-end client experience from pre-sales to servicing.
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Vice President, Relationship Manager Sr. - President'S Circle Elite Award 2020Jpmorgan Chase & Co. Feb 2018 - Feb 2021New York, Ny, UsPromotion within same team from Corporate Relationship ManagerSafetech Fraud Circle Winner (2019)
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Corporate Relationship ManagerJpmorgan Chase & Co. Jul 2016 - Feb 2018New York, Ny, UsStrategic Payment advisor utilizing knowledge of Financial Services to develop and implement strategic plans which defined merchant end-to-end journey. Worked strategically across firm and up to C-Suite stakeholders in client organizations focused on continued growth while minimizing overall costs and improving ROIs.● Negotiated contracts of an assigned $2B portfolio with 15-35 complex, omnichannel merchant accounts to meet retention and consulting KPIs with annual net revenue retention and growth totaling ~34% to >$4M in 2018 and >$6M in 2019 and 2020. Managed erosion to less than 5% target attrition annually.● Consultative analysis of client portfolio via quarterly business reviews, key upsell and cross-sell opportunities and ad hoc monitoring and analysis of financial consequences of client processing methods. ● Ensured merchant adherence to payment regulations, and industry standards, cost of payments analysis, MOPs, chargeback and fraud prevention, authorization optimization, PCI compliance and successful implementation of solutions for optimal ROI.● Developed and executed comprehensive business strategies to optimize merchant experiences, including educational opportunities, resulting in increased customer satisfaction and sales.● Excelled in accountability and consistent communications with line of business partners in both JPMorgan Payments and banking teams to ensure a unified account management strategy.
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Customer Support Project ManagerG-Technology, An Hgst Company Apr 2015 - Jul 2016San Jose, Ca, UsResponsible for bringing the voice of the customer to G-Technology division Product Line Management and engineering teams using call center issue reports, customer satisfaction reports and ad hoc customer escalations.● Proactively ensured Customer Support readiness for Call Center, Web and Warranty as new products became plan of record. Worked cross-functionally with Product Line Management, Marketing, Engineering, QA, IT, Logistics, Warranty, Sales and Support teams.● Reviewed and approved Customer Support documents and webpage content (User manuals, product guides, FAQs, how-to videos)● Ensured products were serviceable and that call centers and repair operations were informed of new product requirements. Developed product documentation for training of Customer Service reps.● Managed PCI DSS compliance and eCommerce payment processing. -
Global Payments And Fraud Sr. Analyst/Project ManagerSeagate Technology Mar 2006 - Apr 2015Fremont, Ca, UsFinance and Risk Mgmt SME on eCommerce payment processing, fraud prevention and PCI DSS. Promoted 3 times. ● Managed global vendor relationships and new account setups with Chase Paymentech, AMEX and Cybersource. Transitioned and managed global acquisitions into client business models, including vendor system setups and contract negotiation.● Major contributor to design and implementation of an optimized Payment/Fraud Management SaaS solution and Finance Reconciliation Tool which led to the successful launch of Seagate's multi-million-dollar ECommerce program.● Identified and resolved significant order processing issues during ECommerce UATs and post-production phases.● Worked with cross-functional team as Finance Liaison to create and deliver multiple Order to Cash process flows to enable Seagate's Phase I and Phase II ECommerce launches.● Cross functional collaboration with IT and Operations to attain initial PCI DSS compliance within an aggressive 24-month timeframe, on-time and within budget.● Designed and delivered 2-day training class for 25 Call Center Agents and Leads on Cybersource Decision Manager, significantly streamlining, and enhancing the customer experience and increasing queue response times by 50%.● Reduced ECommerce order reject rates 30% by regular analysis and maintenance/modifications of fraud rules engine
Wendy Wootton Skills
Wendy Wootton Education Details
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Cañada CollegeGeneral Studies
Frequently Asked Questions about Wendy Wootton
What company does Wendy Wootton work for?
Wendy Wootton works for Jpmorgan Chase & Co.
What is Wendy Wootton's role at the current company?
Wendy Wootton's current role is VP, Business Operations Manager.
What is Wendy Wootton's email address?
Wendy Wootton's email address is we****@****ase.com
What is Wendy Wootton's direct phone number?
Wendy Wootton's direct phone number is (408) 658*****
What schools did Wendy Wootton attend?
Wendy Wootton attended Cañada College.
What are some of Wendy Wootton's interests?
Wendy Wootton has interest in Children.
What skills is Wendy Wootton known for?
Wendy Wootton has skills like Process Improvement, Cross Functional Team Leadership, Management, Project Management, Product Management, Salesforce.com, Budgets, Customer Service, Strategic Partnerships, Business Process Improvement, Forecasting, Vendor Management.
Who are Wendy Wootton's colleagues?
Wendy Wootton's colleagues are Christopher Juarez, Gordon Wilcox, Amit , Mba, Ann Williams, Reynold Obed, Bryan Pflaster, Fabiana Escandon.
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