manager operations or client services manager or client services

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Steven Carter 16848 Taylow Way * Odessa, FL 33556 * (813) 390-1918 * [email protected] et A dedicated and hardworking professional with extensive experience in customer s upport and business operations management SUMMARY OF QUALIFICATIONS * 16 years management experience in business operations and customer service * Ability to hire, train and manage staff in multiple locations * Loyal, dependable, able to multi-task effectively * Excellent leadership, analytical and communication skills * Ability to coach, mentor and develop staff * Work effectively with high profile customers

PROFESSIONAL EXPERIENCE 1989 - 2009 Fidelity National Information Services (formerly Equifax/Certegy Inc ) 2003 - 2009 Manager - ACH Operations Work directly with high profile financial institutions and the Federal Reserve t o originate, receive and process daily ACH files. Manage the integration of new business products. Manage operational staff (in two different locations) that pr ovided support to approximately 35K ACH customers. 2000 - 2003 Manager - Client Relations Manage in-bound client call center exceeding service level objectives. Manage in itial evaluation of merchant portfolios for institution conversions. Provide cus tomer support to merchant base and internal sales staff. Managed and controlled budget/expenses for two departments. 1997 - 2000 Manager - Regional Client Services Manage in-bound client call center responding to over 800 calls daily and exceed ing service level objectives. Provide service support to the Regional Check Serv ices client base (approximately 32K accounts). Manage Y2K project that included a certification outline and department relocation plan. Ensured that financial controls were appropriately managed and expense targets achieved. 1993 -1997 Manager - Merchant Risk Management/Relations Manage reviewing and processing of approximately 15K merchant applications annua lly. Manage the monitoring of approx 1.3 million merchant credit card deposits. Provide underwriting for merchant approval process. Communicate frequently with corporate legal department, bank officers, Visa and MasterCard Inc and law enfor cement officials. 1989 - 1993 Merchant Fraud Analyst Review daily credit card activity report for suspected activity. Analyze merchan t deposit data. Work with financial institutions with underwriting process for t heir clients. Communicate with Visa and MasterCard regulations group. United States Air Force

1985 - 1989 Telecommunications Computer Systems Specialist Have Top Secret/ SCI security clearance background. Operate GTE AN/TYC automati c digital network message switching center. Coordinate and document circuit conn ectivity with world -wide subscribers. Analyze and resolve circuit problems by v erifying equipment settings and communications security variables. Operate on-li ne and off-line devices for the purpose of encrypting and decrypting digital mes sages. COMPUTER SKILLS * * * * * * Microsoft Excel, Word Microsoft Outlook, Lotus Notes ACH GUI Hyperion (Brio) Heat AS400/Artiva

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