Manager Program

SUMMARY OF KEY QUALIFICATIONS:

Financial Services professional with more than 20 years of escalating responsibility in the EFT industry. Experienced in client management, implementations, product management and managing various EFT related programs with federal and state organizations. Last worked with implementations with bringing on new eWIC clients with Solutran.

WORK EXPERIENCE

Solutran

June 2017– April 2018

Client Implementations

I worked closely with the internal teams and external partners to ensure the State is confident and comfortable in our team as they move towards Electronic Benefits for their family’s monthly benefits.

Responsibilities

Work closely with our Product team to gather and document client requirements.

Manage Internal Status meetings to ensure all departments were prepared for the pilot and roll out of the new program.

Revise and manage all client manuals and plans to ensure the State was comfortable with the documents and met all their needs.

Revise and review card fulfillment packages and made any revisions the State may have requested.

Manage escalations and work through resolution of risk areas for both internal and external activities.

J.P. Morgan Chase May 2015 – June 2017

Tampa, FL

Case Manager, Navy Cash Program

Responsible for managing technical issues as they arise from the Naval Supply, Fleet Logistics and more than 125 navy ships.

Responsibilities

Review and prioritize cases as they were submitted by various Naval departments

and agencies

Conduct weekly client meetings to review open case and technical issues experienced by the fleet

Generate weekly and monthly reports to monitor cases and open issues through resolution

Matrix manage cases/issues that may involve Production Support, Client Services Support (CSU) and Settlement

Escalate high priority cases and issues to the Program Manager in the event they require senior manager support or impact the fleet vs a single ship

JP Morgan Chase December 2005 – April 2015

Tampa, FL

Relationship Manager, Electronic Financial Services

Performed relationship management duties supporting the prepaid industry (payroll, incentive, rewards, government programs) providing a proven track record for defining strategic direction, creating a high-performance work environment and leading organizations through change. I have experienced in building long term customer relationships that ensures client confidence in our team’s ability to provide excellence in servicing their business needs.

Responsibilities

Provide solutions to clients for adoption, implementation, training, process improvement, and closing as well as opportunities to expand to other payment products offered.

Work with internal marketing/product partners to provide clients with opportunities to grow their payment portfolio.

Work with external vendors (FIS, FSV, FISERV)

Monitor client’s business needs with both on-site visits and touch base calls; this includes performing annual on-site reviews.

Manage issues log and track resolutions for the client.

Exceed and protect revenue for existing clients.

Create and prepare monthly reports for both clients and internal business partners showing growth and trends with their program.

Review and approve monthly invoices, to ensure contract terms and SLA’s are met.

Work with internal client services / support business partners to ensure any day to day issues and escalations are handled appropriately and in a timely manner.

Engage internal partners including coverage team, product, implementation and operations as the clients Advocate.

Manage a portfolio of nearly 100 clients with 6 of these clients being in the top 10 of our Revenue stream for prepaid products.

Attended industry conference and trade shows when needed.

J.P. Morgan Chase

1998 – November 2005

Client Implementations

I worked with internal and external partners to ensure client satisfaction with their experience and the client felt confident and comfortable in our team that was going to support their prepaid programs.

Responsibilities

Work closely with sales team to gather and document client requirements.

Work closely with external vendors/partners (FIS, FSV, FISERV)

Manage client meetings to review requirement documentation to ensure they meet client’s business needs; making revisions as needed.

Create and manage all client documentation for both internal and external stakeholders

Manage all client implementation meetings for both internal and external stakeholders.

Manage escalation and work through resolution of risk areas for both internal and external activities.

Manage training activities including scheduling and materials needed to perform training (including IDs, passwords, application connectivity, etc.).

Manage transition meetings for both internal and external business partners to ensure clients understand on-going support processes and contact information.

HONORS, AWARDS & ACTIVITIES

WIN – Women in Networking

2013 – Present

Client Ramp Award – growing/extending client relationship with one of the top ten revenue clients

2008

ACHIEVEMENTS

Manage a portfolio of approximately 100 clients

2010 - Present

Assisted with the migration of business units New York to Tampa with little or no pain for the clients

2005

EDUCATION

Graduated from Chamberlain High School

May 1983

Basic college for two (2) years at Hillsborough Community College

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