Experience

North American Bancard

• Financial Services
• 300 - 400 Employee

• Director, Customer Care

  • Jun 2021 - Present

• Senior Manager Customer Support

  • Jan 2020 - Jun 2021

  Duties: Create, manage, and develop a world class Customer Service team (60+ direct reports) handling inbound calls, emails and compliant management. Manage and provide leadership to contact center staff, Team Leaders, and department managers to achieve Operational Excellence. Continually monitor and analyze contact center performance making changes when necessary to achieve call quality expectations and KPI goals. Monitor departmental expenses to ensure department… Show more Duties: Create, manage, and develop a world class Customer Service team (60+ direct reports) handling inbound calls, emails and compliant management. Manage and provide leadership to contact center staff, Team Leaders, and department managers to achieve Operational Excellence. Continually monitor and analyze contact center performance making changes when necessary to achieve call quality expectations and KPI goals. Monitor departmental expenses to ensure department is within budget expectations.

• Manager, Merchant Account Support

  • Jul 2018 - Jan 2020

  Troy, MI Duties: Manage the daily operations of Merchant Account Support team which consist of 20 Relationship Managers overseeing the merchant processing activity for the company’s Top 500 processing merchant by volume (approximately annual total $600 Million revenue) Interface with a variety of leadership levels, agents, and merchants; Personally facilitated the resolution of varying white-gloved projects for Chief Operating Officer, Vice President, and Director; Participate daily in… Show more Duties: Manage the daily operations of Merchant Account Support team which consist of 20 Relationship Managers overseeing the merchant processing activity for the company’s Top 500 processing merchant by volume (approximately annual total $600 Million revenue) Interface with a variety of leadership levels, agents, and merchants; Personally facilitated the resolution of varying white-gloved projects for Chief Operating Officer, Vice President, and Director; Participate daily in key discussions with department Director for purposeful dispute management Work with the company’s diverse entities and levels of leadership to improve overall processes and procedures (Improved company’s ticket management system; Participated on team to improved end to end user experience; Participated on team to improve company’s online merchant portal)

• Customer Care Manager

  • Feb 2017 - Jul 2018

  Troy, MI North American Bancard Holdings, LLC is a leader in the payments industry, providing a complete suite of processing services to more than 250,000 businesses in the United States and Canada. They are committed to helping business prosper, offering business solutions in four primary segments: credit card processing, e-commerce/gateway, mobile payments, and cash advances. Duties: Manage the daily operations of the Customer Care team; Employee and sub-leader development;… Show more North American Bancard Holdings, LLC is a leader in the payments industry, providing a complete suite of processing services to more than 250,000 businesses in the United States and Canada. They are committed to helping business prosper, offering business solutions in four primary segments: credit card processing, e-commerce/gateway, mobile payments, and cash advances. Duties: Manage the daily operations of the Customer Care team; Employee and sub-leader development; Process improvement; Management of employee attrition and morale through various team building initiatives Serve as Mobile Support subject matter expert; supervise daily operations of Mobile Support pilot group and process improvement for mobile application; participate in weekly conference call with company executives offering meaningful insight on product, merchant relationship management, and business development; create specific reporting reflecting daily/weekly call drivers through Mobile Support call queue Interface with a variety of leadership levels, agents, and merchants; Personally facilitated the resolution of varying white-gloved projects for Chief Operating Officer, Vice President, and Director; Participate daily in key discussions with department Director for purposeful dispute management Write and maintain department policies and procedures

• Research Manager

  • Apr 2016 - Feb 2017

  Troy,MI Duties: Manage the daily operations of the Research team (Global Research, Account Modifications, Credits/Debits, Pricing, and First Data Research- 35 Direct Reports); Employee and sub-leader development; Process improvement; Management of employee attrition and morale through various team building initiatives Supervise account updates necessary for company migration to the Electronic Payment Exchange (EPX) platform; Review and submit recommendations for new pricing model; Management… Show more Duties: Manage the daily operations of the Research team (Global Research, Account Modifications, Credits/Debits, Pricing, and First Data Research- 35 Direct Reports); Employee and sub-leader development; Process improvement; Management of employee attrition and morale through various team building initiatives Supervise account updates necessary for company migration to the Electronic Payment Exchange (EPX) platform; Review and submit recommendations for new pricing model; Management of various research and quality assurance projects Interface with a variety of leadership levels, agents, and merchants; Personally facilitated the resolution of varying white-gloved projects for Chief Operating Officer and Vice President; Daily participate in key discussions with department Director for purposeful dispute management Write and maintain department policies and procedures

• Mobile Support Manager

  • Mar 2015 - Apr 2016

  Troy, MI Duties: Led the daily operations of Mobile Support (24 Direct Reports); Department transformation (culture shift, improved employee morale); Employee/Leadership development Developed and maintained department enhancements; Improved employee engagement with the use of value-adding incentives; Proactive participant in “Mobile Pain-Points” weekly presentation to company executives Achieved set 2015 department goals after two months in leadership allowing focus on new… Show more Duties: Led the daily operations of Mobile Support (24 Direct Reports); Department transformation (culture shift, improved employee morale); Employee/Leadership development Developed and maintained department enhancements; Improved employee engagement with the use of value-adding incentives; Proactive participant in “Mobile Pain-Points” weekly presentation to company executives Achieved set 2015 department goals after two months in leadership allowing focus on new initiatives

• Operations Manager

  • Jan 2012 - Mar 2015

  Troy, MI Duties: Operations Manager whose duties included managing the daily operations of four teams (Customer Solutions, Statement Analysis, Account Maintenance Cancellations, Mobile Merchant Awareness/Risk- 16 Direct Reports) Made informed business decisions based on sales forecasting; Communicated short-term and long-term performance goals based on predictive models, employee and merchant attrition; Proactive retention campaign development/implementation Created and maintain… Show more Duties: Operations Manager whose duties included managing the daily operations of four teams (Customer Solutions, Statement Analysis, Account Maintenance Cancellations, Mobile Merchant Awareness/Risk- 16 Direct Reports) Made informed business decisions based on sales forecasting; Communicated short-term and long-term performance goals based on predictive models, employee and merchant attrition; Proactive retention campaign development/implementation Created and maintain department policy and procedural updates; Facilitated outbound campaign development Biweekly commission reporting and bonus tracking