Verifi Inc., a Visa CompanySr Manager, Client Support & Strategic Account Management
Dec. 2012 - Jul. 2017Greater Los Angeles Area- Manage all aspects of Client Support Team employee performance including staffing decisions, hiring, performance monitoring/coaching, reviews, mentoring, training, terminations, etc
-Lead and oversee projects aimed at improving operations, client satisfaction, efficiency, and overall department performance including additional revenue opportunities within existing client base. -Develop and manage department budgets, schedules, KPIs, and staffing needs
-Create and approve internal and external client communications including company announcements, client impact analysis, and Incident Reports including RCA and remediation
- Responsible for escalated issues within department including technical & analytical troubleshooting, impact analysis, etc.
- Respond to inquiries from internal and external clients (merchants, partners and issuing banks)
- Reviews department volumes received and identifies issues and trends that require escalation to business teams for attention and resolution including proactive adjustments to existing products or processes.
- Researches and resolves all inquiries including technical inquiries which involve understanding and using basic Linux commands and researching Linux transaction logs.