Customer Service Management
Resume:
Se n McGinn
**** ****** ** ** ***** ? Olympia, WA 98501
Phone 720-***-**** ? E-Mail ****@**********.***
OBJECTIVE
A results driven professional with 17 years of experience with a unique
combination of Operations, Underwriting, Risk Management, and Credit
Services expertise in the merchant services and financial services
industry seeking to contribute to a quality organization that can utilize
a consummate professional, offering an extensive history of success,
leadership, and management skills.
Core Competencies
. PCI & AML Compliance
. Credit Risk Underwriting
. Risk Management Implementations
. ISO/Agent Recruiting & Training
. Vendor Relationships & Relationship Management
. Visa & MasterCard Regulations
. Workflow Optimization
. Customer Service Management
. All Aspects of Merchant Services Operations
. Merchant Portfolio Assessment and Management
PROFESSIONAL EXPERIENCE
Vice President of Operations & ISO/Agent Manager -
FirstGiving.com/FRONTSTREAM PAYMENTS Olympia, WA 2010 -Nov 2012
> Managed the day to day operations of a facility of fifty people,
including credit underwriting, risk management, client services, PCI
Compliance, & relationship management for Frontstream Payments
> Established processing relationship with numerous merchant acquirers,
cash advance providers, and payment industry vendors
> Liaison to Sponsor Banks, Acquirers, & Vendors
> Analyzed portfolio performance with regard to profitability, customer
satisfaction, and revenue growth
> Monitored sales support channel on a daily basis with regard to
service level and agent satisfaction, providing my personal attention
to those issues that could not be resolved by sales support management
> Trained all sales groups on internal systems, comparative pricing
analysis, merchant presentation, underwriting guideline
requirements, and internal application flow
> Developed reporting for residuals, portfolio growth, and risk
management
> Developed all internal policy and procedures with regard to Merchant
Underwriting, Risk Management, Customer Service, Collections, &
Merchant Boarding
Chief Operating Officer/Co-Founder - PRINCIPLE PAYMENT SOLUTIONS New
York, NY 2008-2010
> Developed business plan and procured capital for the start-up
operations from a venture capital group
> Staffed and trained all personnel
> Built a team of 20 sales associates and managed a team of seven
support staff
> Responsible with setting all company goals and initiatives as well as
all budgeting and accounting
> Managed and cultivated all vendor relationships including technology,
lead generation, and payment processing
> Managed multiple acquiring relationships
Vice-President of Operations - MERCHANT PROCESSING SERVICES INC New York,
NY 2006-2008
> Developed all internal policy and procedures with regard to Merchant
Underwriting, Risk Management, Customer Service, Collections, Merchant
Boarding, and Cash Advance Services
> Monitored a portfolio of 18,000 merchants with a sales volume of over
$950 million with a loss ratio of under four basis points
> Established financial models and forecasting for chargebacks, ACH
rejects, and losses
> Underwrote and monitored all high risk merchant accounts on a daily
basis
> Set all internal security policies as well as developing all training
and instructional manuals
> Evaluated and integrated all purchased merchant portfolios
Senior Operations Manager - REGISTER.COM New York, NY 2001-2006
> Managed a staff of over twenty on a daily basis (both onsite and
remote)
> Managed all Risk Management initiatives and projects company wide
> Created Risk Management Department and established all internal
policies and procedures as well as all internal reporting for web
sales, refunds, and chargebacks
> Established payment protocol including ACH, credit card, check, and
alternative payment methods
> Maintained all Payment and Risk Management vendor relationships
> Implemented a rules driven Risk Management screening system that
reduced chargebacks, both foreign and domestic, from over 4% to less
than .25%
> Executed all Visa & MasterCard programs, guidelines, and directives
including CISP and Verified By Visa
Senior Credit Risk Manager - CARD PAYMENT SYSTEMS/CONCORD EFS New York, NY
1996-2000
> Executive officer, overseeing the daily activities of the risk
management and credit underwriting departments that monitored over
75,000 merchant processing accounts with annual processing of over 3
billion dollars
> Responsible for updating CEO of Card Payment Systems with the daily
activities of the Risk Management, Underwriting, Relationship
Management, and Customer Service Departments
> Reviewed all risk reports and high risk merchant applications,
creating a system to minimize companywide losses
> Managed a Staff of Twelve
EDUCATION
> State University of New York at Stonybrook - Stonybrook, NY
Bachelor of Arts - English - Jan 1995
> Currently pursuing a Certification in Project Management
PROFESSIONAL SKILLS
> Complete understanding of the merchant cash advance industry
> Expert knowledge of the chargeback life cycle
> Extensive knowledge of PCI Compliance & Sarbanes Oxley Regulations
> Considerable experience & knowledge with most merchant acquirers
processing platforms; including First Data (North and Omaha
Platforms), TSYS (Vital legacy, E-connections), Cynergy Data (Vimas),
and Moneris.
> Proficient in MS Access, SQL Databases, & SAS in relation to Credit
Analysis, Cost Management, and Customer Management
> Expert knowledge of accounting software including QuickBooks, Great
Plains, & Peachtree
> Superior writing, Client Service, & Organizational Skills
ORGANIZATION MEMBER & CONTINUED EDUCATION
> Merchant Acquirer Committee (MAC)
> Merchant Risk Council
> Direct Marketing Credit Association
> Trained on FDR E-client Merchant View Systems
> Trained on TSYS front and backend system functionality
> Onsite training at both Visa & MasterCard with regard to recent policy
and procedural modifications
BUSINESS REFERENCES
Karsten Robbins
CEO
FirstGiving Inc.
*******.*******@*****.***
Diane (Vogt) Faro
President
National Benefits Program (formerly President Chase Merchant Services)
*********@*****.***
Emmet Seibels
President
Sleep nation (formerly CEO Verus & Frontstream Payments)
*****@***********.***
Michael DeFilipo
Vice President of Operations
Ladera Business Solutions
****@**************.***
Ken Spira
Vice President of Operations
Atlantic-Pacific Processing
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