Customer Service Sales
Resume:
Nicole L. Walker
*AML/KYC, PCI, RISK MANAGEMENT, CREDIT, UNDERWRITING, OPERATIONS, TEAM
BUILDING/RESTRUCTURING*
Risk/Fraud Management / PCI Compliance/Process and Policy Creation / Collections / Credit Analysis / Project Management
Process Improvement Design / Compliance/ Visa/MC Regulations / Underwriting Expertise / Research and Reporting Review /
Chargebacks & Retrievals /Merchant Relationship Management/ Direct Banking Relationship Management / Sales & ISO Support
Relations / Superb Leadership Qualities with proven results
Consummate professional with 13 years of experience in back office operations. Excellent written and verbal communication skills,
in addition to the innate ability to interface with and motivate associates at all levels. Strong organizational skills, interpersonal
and problem solving skills, with experience in building a strong team that is focused on meeting the same goals at highest quality of
service. Self-motivated to assess priorities, handle multiple tasks, and work under pressure of deadlines.
PROFESSIONAL EXPERIENCE
Optimal Payments, Montreal, QC March. 2010 – Feb. 2013
Risk Management Expert
Identify and analyze the technical and market trends in the niche E-Commerce industry, with particular emphasis on the underwriting
of business payment processing applications
Advise Management in terms of how to develop and implement effective programs aimed at monitoring, preventing and mitigating
economic and compliance risk from business customers and related investigative work
Advise Management on how to ensure that the communication/escalation process between the Operations and Sales departments is
well established and defined
Advise Management in the development of training programs, manuals, videos, and web based tools in relation to investigative and
regulatory environments, including PCI/DSS standards and anti-money laundering activities
Advise Management in how to improve our relationships with sponsor banks, payment processors and internal departments
Provide Management with information reports regarding Risk Monitoring, Underwriting activity weekly and monthly
Successfully managed Merchant PCI compliance program
IRN Payment Systems, Westbury, NY Nov. 2009 – Feb. 2010
Senior High Risk Analyst
Review of High Risk portfolio to determine all Risk
Create and implement High Risk Department
Create and implement all departmental policy and procedure as well as day to day task guidelines
Hire and train all new departmental staff
Upon completion of High Risk area, review, create and implement same structure for High Volume base portfolio.
Cynergy Data, LLC, Long Island City NY Sept. 2008 – May 2009
Merchant Database Services, Manager
Review/monitor quality/quantity of team’s performance to maintain an error free database and process.
Establish guidelines and reporting in order to evaluate processes for immediate improvement.
Review of daily performance to ensure Service Level Agreements are met consistently in an accurate, complete and timely manner.
Partner with IT department in front/back-end issues by performing Quality Assurance.
Validate the completion of daily account management.
Management of staff hiring, training and continued development as well as establishment of S.M.A.R.T. Goals and standards.
Identified deficiencies in job functionality and developed extensive training programs to elevate employee’s level of work
quality and quantity.
Premier Merchant Processing, Syosset, NY April 2008 – Sept. 2008
Risk and Underwriting Consulting
Optimized existing procedures to maximize overall customer satisfaction while constantly maintaining and
mitigating risk.
Developed anti-fraud strategies, business rules, and detection parameters.
Developed and prepared departmental tracking databases.
Implemented productivity standards and measurements for all credit/risk functions.
Proficiently accurately completed all special assigned projects by senior level management.
Tribul Merchant Services LLC, New York, NY Dec. 2006 – March 2008
Manager of Credit, Underwriting, Risk and Loss Prevention
Hired to create Risk, Underwriting, Chargeback and Loss Prevention departments along with all policy and procedures.
Assisted in development of best practices to enhance productivity and quality of operational work and process flow.
Created reporting for all Risk, Underwriting and Loss Prevention for Executive review.
Cohesively worked with Executive Management, Sales and all Independent Sales Offices on all escalated underwriting and risk issues.
Managed review and monitoring of daily risk, chargebacks and loss prevention including collections as well.
Co-managed the Customer Support Team in order to implement cross training standards in operations as well as offer previous
experience to the newly appointed Supervisor.
Federated Payment Systems, Melville, NY July 2004 – Dec. 2006
Credit, Risk & Loss Prevention Manager
• Designed and implemented policies, processes, and procedures for Risk, Credit and Loss Prevention.
Directly improved the account initiation process creating a more effective work flow which increased employee productivity
by 100%.
Managed all areas of Fraud Management, Portfolio Credit Reviews, Collections/Loss Recovery, and Compliance Regulation.
Ensured consistent reporting and due diligence for ISO’s internal and external sales for Underwriting and Risk.
Renaissance Associates, Bohemia, NY Oct. 2003 – July 2004
Application Processing & Customer Care/Technical Representative
Supervised and personally reviewed new accounts to maintain compliance regulations as well as customer and
sales satisfaction.
Account entry, terminal File builds and downloads as well as merchant training as needed.
Customer service/Technical support and Sales Support functions.
Review of candidate listing for accounts to be closed and processed for collection of negative balances.
EVO Merchant Services, Melville, NY July 1999 – Sept. 2003
Senior Risk Analyst & Customer Service Representative
Initially began in Customer Service assisting merchants with transaction issues, account reconciliation, statement
information as well as business bank account reconciliation.
Developed and implemented procedures for delivering risk reporting to Independent Sales Offices for review and
decision.
First point of contact on all escalated issues for risk, as well as extremely sensitive customer care situations.
Evaluate and recommend improvements to all Risk related correspondence with sales and customer base.
Provided ongoing coaching and required training, worked on assigned special projects as well as maintained very
low loss ratio across internal and external merchant portfolio.
CAREER HIGHLIGHTS AND ACHIEVEMENTS
Maintained Losses below one basis point during 7 years of mitigating full Risk and Underwriting.
Created departmental structures and work flow which enabled an increase in monthly boarding of accounts with minimal Decline and
Pending ratios.
Assisted in establishing policy and procedures for Risk, Underwriting, Chargebacks, Customer Service and Collection areas for four
previous employers which are still used by all currently.
Assisted with creation and implementation of New Internal Database Systems while maintaining several over the past 8 years.
Successfully maintained an extremely low employee turnover rate.
Provided leadership and guidance to all teams under my direct and indirect management in order to motivate, inspire and foster a
creatively efficient and productive environment.
Successfully evaluated and re- trained a team of 13 in a 4 months’ time. Improved the department’s productivity, efficiency as well as
work ethic and department moral.
Successfully managed and implemented PCI/DSS program portfolio wide including training of PCI standards for Risk/Underwriting,
Sales and Operations.
Renewed and maintained Banking relationships both domestic and international on both boarding of new accounts and ongoing
diligence of current books of business.
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