Payment Operations Manager
Resume:
Michael Lakhani
Experienced operations and merchant services manager with proven success in leading
teams, FinTech, underwriting, fraud/risk monitoring and mitigation, mobile technology, SaaS, and implementing policies and procedures in start-up environments. Seeking new opportunities.
Austin, TX 78703
*******.*******@*****.***
- Proven leader successful in motivating and holding team members accountable
- Highly driven and ambitious individual with the energy necessary to meet goals, objectives, and quotas
- Thorough understanding of the FinTech industry, business start-ups, payment processing, implementation, SaaS, and operational management
Authorized to work in the US for any employer
Work Experience
Merchant Services Operations Manager
Dream Payments - Toronto, ON
January 2018 to May 2018
- Overall day-to-day operational responsibility of Dream Payments’ credit card processing business and support for the organization in the U.S.
- Defined and documented business processes related to all aspects of merchant services (sales support, merchant applications, on-boarding, chargebacks, technical issues, fraud prevention etc.)
- Followed-up on outstanding questions, issues, and discrepancies. * Weekly & Monthly reporting on overall business performance
- Tracked & analyzed metrics to determine opportunities for growth and improvement
- Managed a team of operational analysts, support personnel, and sales support personnel
- Led staff in development and implementation of plans, tactics and activities to ensure merchant satisfaction
- Met with payment processing partners on a frequent basis to gain clarity on cross-organizational processes
Senior Underwriter, Merchant Operations
Pushpay - Redmond, WA
February 2015 to December 2017
- I managed a team of 8 that consisted of underwriters, risk analysts, customer success agents, and data entry specialists that enabled E-commerce/mobile credit card and ACH payments
- Accountable for all team metrics including time-to-live, SLA adherence, and customer satisfaction. I held weekly one-on-ones with the team members to give feedback, answer questions, and discuss future plans. Counseled employees for performance as needed
- Collaborated with stakeholders from Sales, Operations, Quality Assurance, Project Management, and Development teams to develop and design cross-functional policies, procedures, and business processes in support of our products
- Identified the risk and fraud needs for the business based on processing patterns, software functionality, and market trends. Drove the implementation of these new features throughout the business by taking into account all aspects of processing operations and risk management
- Managed the reconciliation and collection of ACH merchant rejects. Placed funding holds and dispersed merchant reserves when appropriate
- Resolved customer service issues, merchant account updates, and chargeback disputes
- Worked with the Account Management team to analyze processing statements for profitability and customer retention purposes
- Supervised Clover POS sales, deployment, and billing
- Primary point of contact for our partners including First Data (US and Canada), Check Commerce, LexisNexis, and TASQ among others
- Attended off-site meetings with Sr. Management to discuss growth plans for the company Senior Underwriting and Risk Analyst
Merchant Pay Network - Plano, TX
August 2014 to January 2015
- Managed a team of 2 underwriters
- Performed due diligence and signed off on new merchants requesting over $1.5 million/yr. in credit card volume
- Responsible for reviewing suspicious and high-dollar transactions. Requested supporting documentation when necessary
- Performed periodic reviews to ensure customer profiles were current and the assigned risk rating was appropriate
- Assisted with preparing for external audits
- Prepared high volume merchant files for second concurrence with First Data Underwriter
SecureNet Payment Systems - Austin, TX
January 2013 to August 2014
- Verified that all information provided on merchant applications was correct and consistent
- Contacted merchants to obtain or clarify business and personal data
- Calculated the risk exposure as a part of the decision making process
- Communicated underwriting decisions to the merchant as well as the Sales agent. Conducted monthly training class with the Sales team to introduce new policies and to refresh the team on current risk/underwriting protocols
- Assisted the Customer Service department when necessary. Fielded incoming calls and emails relating to batch reconciliation and deposits, website requirements, POS equipment, processing fees, and PCI compliance
- Stayed up to date with BSA/AML/KYC/OFAC policies Social Studies Teacher
Harmony School of Political Science and Communication - Austin, TX August 2010 to June 2012
- Social Studies department chair for 2011-2012 school year
- Created lesson plans for US and Texas history classes in line with State standards
- Evaluated assignments, exams, and research papers
- Prepared students for standardized testing
- Provided feedback to parents, students, and counselors Education
Master's in Liberal Arts
St. Edward's University - Austin, TX
2008
Bachelor of Arts in Government
The University of Texas - Austin, TX
2005
Links
http://www.linkedin.com/in/lakhanimichael
Certifications/Licenses
ETA CPP Certified
June 2017 to June 2020
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