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Manager Account

Houston, Texas, United States
August 09, 2018

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Pablo Peña

**** ******** *****

Houston, Texas **092



University of the Incarnate Word San Antonio, TX

Dreeben School of Education

Doctor of Philosophy in Organizational Leadership PhD Candidate

University of the Incarnate Word San Antonio, TX

The H-E-B School of Business and Administration

Master of Arts in Administration in Instructional Technology May 2008

University of the Incarnate Word San Antonio, TX

The H-E-B School of Business and Administration

Bachelor of Business Administration in Management August 2006


Cardtronics, Houston, TX

2013 – Present

Account Manager

As Account Manager was responsible for a fleet of over two thousand ATMs for Retail Customers and managed all aspects of service delivery and operational relationships for assigned Merchants. Also managed a portfolio of Merchant Client accounts and was the single point of contact for each client. Responsible for day to day operations, customer communication and the administration of planning, execution, and documentation of moves, adds changes, and customer reporting. Also, focused on client engagement, customer satisfaction, and service delivery excellence to identify areas of opportunity for revenue enhancements, transaction growth or expense reductions.

• Build and maintain strong partnerships with key internal departments; Command Center, Armored, Cash, Marketing, Engineering, Warehouse, Logistics, Tech support, etc.

• Prepare monthly portfolio performance reviews and deliver results via conference calls with assigned Clients.

• Required to be familiar with each client's contract to ensure accurate fees were included on invoicing, and service level requirements are met per contract.

• Ensure timely verification and approval of the Monthly Fee Settlement reports.

• Monthly review and communication of Accounts Receivable.

• Daily review and approval of vendor invoices per corporate guidelines.

Increased total transaction count by 2.4%

Increased withdrawal count by 1.5%

Increased service levels to 98% for each portfolio

Other positions held while at Cardtronics:

Cardtronics, Houston, TX2013 – 2014 - Financial Services Account Manager

H-E-B Grocery Company, San Antonio, TX 1992 – 2013

ATM Account Specialist III

ATM Specialist responsible for performing operational support duties for over 288 ATMs companywide. Perform account reconciliation, including journal entries, variance analysis, and monitor ATM status and currency usage. Assist in the installation process and investigate ATM customer disputes for fraudulent in accordance with state and federal regulations. Perform a variety of routine daily tasks; produce reports, prepare correspondence; and participate in special department projects. Work closely with vendors, management and Frost Bank on related ATM issues. Also work closely with store personnel to resolve any ATM issues.

Saved thousands of dollars by automating ATM electronical journal. This process saved both time and labor expenses.

Increase the uptime performance of each ATM by 2%.

Saved thousands of dollars implementing withdrawal limits and reducing the number of reversals per ATM.

Worked on several ATM projects to increase the efficiency and performance of ATMs, also

converted all ATMs to the latest software version.

Project Management – Oversee and monitor the conversion off all ATMs from the Metavante network to the Frost Network

Coordinated the conversion of the Persona-70 ATM to the new SelfServ 22 model.

Monitor and oversee pilot project of Gasper conversion for service calls on all ATMs.

Work closely with 3rd Party vendor to transition ATMs over to Cardtronics platform.

Other positions held while at H-E-B:

H-E-B Grocery Company, San Antonio, TX - Help Desk Operator II

H-E-B Grocery Company, San Antonio, TX - New Technology Trainer

United States Army

Personnel Sergeant

Mid-level manager responsible for 18 personnel in a segment of a large personnel office.

Advised superiors on personnel administrative activities.

Supervised the performance of legal, reenlistment, and administrative matters as well as personnel actions, reviewed, consolidated and drafted reports and surveys.

Researched specific policies and procedures relating to officer and enlisted personnel.

Responsible for personnel classifications and assignments.

Also acted as liaison between the personnel activity, finance office and subordinate units.

Advised commanders and staff personnel on unit readiness.


Adobe Dreamweaver CS6 (Win)

Mainframe Applications Systems

PeopleSoft Financials

SmartView for Financial Reporting/Analysis

Gasper ATM Monitoring System

Microsoft Office Suite

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