Professional Experience
Vault Networks, Inc., Miami, FL 3/2009-3/2012
Office Manager - Operations
Worked in conjunction with Company President in setting the direction and growth of the business and managed the Operations, Legal, Finance, HR, Marketing, and Customer Service functions while the President devoted his attention to the Technical and Service Support, Data Center Technical Operation and Software, Sales Management, as well as New Product Development opportunities.
Key responsibilities/accomplishments:
• Negotiated significant combined cost reduction in excess of $100K with major vendors, credit card processor, third party payment organizations, as well as funding institutions.
• P&L Responsibility. Hands on responsibility for all A/P, A/R, bank reconciliation, payroll, and reporting. This function included the creation and subsequent streamlining of the A/R and A/P process flow between Quick Books and third party software, Ubersmith Accounts Receivable Client Billing System in which included the development and execution of audit parameters. This action was taken to preserve revenue stream while minimizing expenses.
• Direct line management of customer service, billing, marketing, and dotted line management of Technical service staff. Created and managed protocol, KPIs, for handling of all client inquiries and service requests resulting in increased accuracy and timeliness of handling client requests.
• Revamped Vault Networks’ Brand Name Recognition to include updating of company logo, collateral material, website copy, marketing strategy, employee, client, and vendor communications.
• Developed Policies and Procedures for the HR function including recruiting, hiring, performance review/issues, and instrumental in the creation of the company employment benefit plan offering including: scope, recommendations, definition, RFP/sourcing, implementation, and documentation.
• Streamlined business operations, financial, employee performance measurements and reviews, incentives, recognition/motivation, and performance improvement, and promotions.
• Designed, wrote, and implemented many business documents, including, but not limited to, service agreements, company policies and procedures, employment offer letters/agreements, website copy and design, and various third party standard communications.
First Data Merchant Services, Coral Springs, FL 2003-2009
Regional Sales Coordinator (interim position) 8/2008-1/2009
Reviewed newly submitted business Merchant Processing Applications and Agreements to ensure accuracy and pricing adherence based on bank standards. As a subject matter expert, proposed strategies to Account Executives and District Managers in an effort to maximize their sales quota achievement potential.
Relationship Manager 2/2007-11/2007
Established and maintained client relationships. Negotiated contract terms based on client business needs as well to maximize profitability and client retention. Pursued expansion opportunities, equipment sales, and assisted merchant with solutions to improve their business profitability. Acted as Subject Matter Expert to peers on FDR platform procedures and processes to ensure ability to handle assigned merchant accounts.
· Managed overall relationship of 250 Silver accounts, which processed $1M - $10M annually, including acting as primary contact for FDMS merchants by acting as Consultant and Market industry expert.
· Achieved 2007 retention rate of 95% of assigned portfolio of 250 accounts while pursuing expansion opportunities and cross selling value added services and equipment.
· Saved $30K reimbursement to merchant for alleged inappropriate processing of chargeback transactions by personally conducting an exhaustive investigation of the merchant’s claim with the result of a positive outcome in favor of First Data while concurrently retention of the merchant account.
Account Manager 7/2006-1/2007
Managed 500 assigned Silver accounts including processing of new locations and equipment orders for merchants, problem solving issues to resolution, and implementation of rate changes. Sold equipment and value added services to clients at time of business expansion.
Qualified merchants for internet merchant accounts and referred leads to new account sales team.
· Retained a $5M merchant, who was experiencing adverse service, by pro-actively developing and managing the conversion of the account to an alternate processing platform.
Customer Service/Call Center Manager 1/2003-6/2006
Led teams of 20-55 POS Helpdesk and Customer Service Representatives within inbound call center, which included coaching staff to achieve and maintain key performance indicators (KPIs) and attendance objectives. Managed service performance for assigned line of business and performed root cause service improvement projects. Hired new staff and initiated necessary disciplinary action up to and including discharge. Created, wrote, edited and published weekly Florida Call Center newsletter with circulation of 350
· 2005 – Received ‘Most Visible Manager of Call Center’ Award
· Identified and managed staffing and operational needs to bring new business line on board within call center. Developed training needs analysis for staff; problem solved, addressed issues as they arose and successfully boarded new business line.
· Researched, identified, and pursued career placement activities for experienced, subject matter expert Account Specialist team of 10 after notification that existing positions were being relocated to another state. This was my personal initiative/goal to pursue the retention of a staff of highly skilled, subject matter expertise within the center operations.
Vault Networks, Inc., Miami, FL 3/2009-3/2012
Office Manager - Operations
Worked in conjunction with Company President in setting the direction and growth of the business and managed the Operations, Legal, Finance, HR, Marketing, and Customer Service functions while the President devoted his attention to the Technical and Service Support, Data Center Technical Operation and Software, Sales Management, as well as New Product Development opportunities.
Key responsibilities/accomplishments:
• Negotiated significant combined cost reduction in excess of $100K with major vendors, credit card processor, third party payment organizations, as well as funding institutions.
• P&L Responsibility. Hands on responsibility for all A/P, A/R, bank reconciliation, payroll, and reporting. This function included the creation and subsequent streamlining of the A/R and A/P process flow between Quick Books and third party software, Ubersmith Accounts Receivable Client Billing System in which included the development and execution of audit parameters. This action was taken to preserve revenue stream while minimizing expenses.
• Direct line management of customer service, billing, marketing, and dotted line management of Technical service staff. Created and managed protocol, KPIs, for handling of all client inquiries and service requests resulting in increased accuracy and timeliness of handling client requests.
• Revamped Vault Networks’ Brand Name Recognition to include updating of company logo, collateral material, website copy, marketing strategy, employee, client, and vendor communications.
• Developed Policies and Procedures for the HR function including recruiting, hiring, performance review/issues, and instrumental in the creation of the company employment benefit plan offering including: scope, recommendations, definition, RFP/sourcing, implementation, and documentation.
• Streamlined business operations, financial, employee performance measurements and reviews, incentives, recognition/motivation, and performance improvement, and promotions.
• Designed, wrote, and implemented many business documents, including, but not limited to, service agreements, company policies and procedures, employment offer letters/agreements, website copy and design, and various third party standard communications.
First Data Merchant Services, Coral Springs, FL 2003-2009
Regional Sales Coordinator (interim position) 8/2008-1/2009
Reviewed newly submitted business Merchant Processing Applications and Agreements to ensure accuracy and pricing adherence based on bank standards. As a subject matter expert, proposed strategies to Account Executives and District Managers in an effort to maximize their sales quota achievement potential.
Relationship Manager 2/2007-11/2007
Established and maintained client relationships. Negotiated contract terms based on client business needs as well to maximize profitability and client retention. Pursued expansion opportunities, equipment sales, and assisted merchant with solutions to improve their business profitability. Acted as Subject Matter Expert to peers on FDR platform procedures and processes to ensure ability to handle assigned merchant accounts.
· Managed overall relationship of 250 Silver accounts, which processed $1M - $10M annually, including acting as primary contact for FDMS merchants by acting as Consultant and Market industry expert.
· Achieved 2007 retention rate of 95% of assigned portfolio of 250 accounts while pursuing expansion opportunities and cross selling value added services and equipment.
· Saved $30K reimbursement to merchant for alleged inappropriate processing of chargeback transactions by personally conducting an exhaustive investigation of the merchant’s claim with the result of a positive outcome in favor of First Data while concurrently retention of the merchant account.
Account Manager 7/2006-1/2007
Managed 500 assigned Silver accounts including processing of new locations and equipment orders for merchants, problem solving issues to resolution, and implementation of rate changes. Sold equipment and value added services to clients at time of business expansion.
Qualified merchants for internet merchant accounts and referred leads to new account sales team.
· Retained a $5M merchant, who was experiencing adverse service, by pro-actively developing and managing the conversion of the account to an alternate processing platform.
Customer Service/Call Center Manager 1/2003-6/2006
Led teams of 20-55 POS Helpdesk and Customer Service Representatives within inbound call center, which included coaching staff to achieve and maintain key performance indicators (KPIs) and attendance objectives. Managed service performance for assigned line of business and performed root cause service improvement projects. Hired new staff and initiated necessary disciplinary action up to and including discharge. Created, wrote, edited and published weekly Florida Call Center newsletter with circulation of 350
· 2005 – Received ‘Most Visible Manager of Call Center’ Award
· Identified and managed staffing and operational needs to bring new business line on board within call center. Developed training needs analysis for staff; problem solved, addressed issues as they arose and successfully boarded new business line.
· Researched, identified, and pursued career placement activities for experienced, subject matter expert Account Specialist team of 10 after notification that existing positions were being relocated to another state. This was my personal initiative/goal to pursue the retention of a staff of highly skilled, subject matter expertise within the center operations.