Customer Service Management

K ati Vue **** Bryant St Westminster, CO ***** 303-***-****

aca97w@r.postjobfree.com

OBJECT IVE

Manager, Credit Cards and Payment Services

PROF I LE

• 15+ years in Banking, Financial Services, and Credit Card processing.

• Self-motivated, problem solver, and highly capable of setting up effective priori ties and taking

i nstant decisions to apply them to meet business deadlines and stakeholders’ demands.

• Team player who can cross-over functions with several departments to work on projects as needed.

CAREER ACH IEVE MENTS

• Designed and developed card qualification management matrix to define interchange levels and to

maximize on profitability and to lower interchange costs for all channels aspects (Card Present,

C NP, ecommerce, Mobile)

• Created technical card downgrade levels database layout to t roubleshoot data elements of

t ransactions and to conform to using Visa, MC, Discover Operating and Technical requirements.

• Built new Billing methodology in Merchant Accounting System (MAS) and CRM

• Enhanced Merchant pricing system

• Implemented an automated data reporting process to mitigate human errors.

• Increased branch’s performance by 25% by opening commercial new accounts and maintaining

s trong clientele relationships

EMPLOYEMENT H ISTORY

MERCURY (10/2011-Present)

Interchange Data & Revenue Analyst I I I

• SME in Interchange Management: qualification levels, SMS and dual messages, ACI

characteristics, data elements, miscellaneous associations fees and interchange rates

• Analyze In terchange Expense: conduct impact analysis and submit pricing change proposal to

maximize revenue

• Ensure Card Brands’ operating regulations are met for Spring and Fall releases.

• Prepare business process models using MS Visio to create use case diagrams and t ransactions

p rocess f low to t rack financial messages for research and reporting purposes

• In terface with business users/stakeholders to prepare and update Business Process Requirements

(BPR) and Software System Requirements (SSR). Collaborate with QA to created test cases and

test scripts.

• Liaise with Business Analysts and Project Managers to create data maps, derive and execute

action plans, meeting deadlines and standards.

• Perform analysis of business rules, business and system process f lows, user administration, and

requirements.

F IRSBANK OF COLORADO (08/1999-10/2011)

Debit & Credit Cards Portfolio Analyst

• Managed 11 Visa product portfolios (VS Consumer Debit, VS Classic, VS Gold with M ileage bonus,

VS Cash Rewards, VS Corporate, VS Commercial Debit, VS Commercial Fleet, In terlink Pin Debit

and ATM cards, H.S.A, and VS prepaid Gift cards) under management’s direction.

• Analyzed and provided portfolio t rends, performance versus expectation, strategy validation, and

forecasting for each card product.

• Performed revenue analysis of cards to import/export documents for fraud review and r isk

assessment by adhering to C.A.R.D Act.

• Managed cardholders’ disputes, fraud, and chargebacks requests for a t imely-manner resolution

and adhering to Visa’s disputes rules

• Organized card income and expense reports to reflect accurate expense line i tems accordingly to

V isa and MC invoices, scrutinized First Data monthly expenses, created reports using Excel pivots

t able to compare costs over periods and customized r isks reports to management using Crystal

Reports.

• Reviewed annual contract and acted as liaison with Pendum for ATM locations maintenance and

b illing issues.

Sr. Personal Banker

• High-profile management position with 5 direct reports

• Accountable for soliciting business accounts and developing strategic alliances with clientele.

• Devised and implemented innovative marketing principles and promotional sales events for

commercial projects to further support financial growth.

• Cross-sold banking services and products

• Oversee and provided ongoing t raining to employees on all aspects of banking operations (deposits

reconciliations, ACH, Wires, cash balancing, check cashing policies, customer service)

E DUCAT ION

BS Business Administration - U niversity of Phoenix

TECHN ICAL SKILLS

MS Office 2010 (Word, Excel, PowerPoint, One Note)

MS Project

MS Visio

Notepad and Notepad ++

Applications: FirstView, SalesForce, CRM, and Merchant Accounting System (MAS) owned by Global

Payments HP, A360, and First Data

Read COBOL CICS languages

SQL Server 2008, MS Access

ADD I T IONAL SKILLS

Strong foundation in statistics, financial planning and data manipulation

P rinciples of Banking, Banking Regulations and Compliance, and commercial Banking courses (Financial

T raining Center)

Conceptualization of Spreadsheets/Reports & Business Presentation

TRA I N I NG

Banking Compliance certification (BSA, AML, Patriot Act, OFAC)

PC I DSS Compliance

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