Customer Service Manager

Clifford L Morren

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

Bennington, NE 68007

Phone: 402-***-****

**.******@***.***

S UMMARY

Detail oriented and results driven individual with sustained t rack record of

i mplementing projects on time and without issues that meet or exceed client's

expectations all while building customer and stakeholder relations within a highly

competitive electronic payment industry. Extensive experience managing

requirements and specifications for both mainframe and distributed platforms along

w ith technology planning/deployment, testing and customer service. Able to think

outside the box strategically as well as build collaboration to accomplish goals. Able

to work in cross-functional team settings and create solutions. Six Sigma and

p roject life cycle methodology experience.

Key strengths:

• E xpert on Credit and Debit t ransaction processing.

• Attention to detail and time management

• Provides high level of Customer Service, Client interaction and follow up.

• 17 years experience in electronic payment and financial payment industries.

• 17 years end to end, certification, client defined quality assurance, application and

network testing.

• 17 years of experience t roubleshooting, analyzing, and resolving hardware,

software and production processing issues across various client, vender and

Association platforms.

• 17 years of experience with Mainframe credit and debit batch processing.

• 16 years working with HP Tandem and Windows systems.

• 10 years Project Management converting/upgrading clients onto various First

Data, MasterCard, Visa and Private label processing platforms.

• Seven years of experience providing 2nd level support t roubleshooting, analyzing,

and resolving various client or internal production issues.

• Work well under pressure and handle multiple priorities to meet deadlines with

l i t tle direct supervision

• Solid oral communications skills to in teract with technical and non-technical staff.

• A bili ty to take initiative and apply common sense to t roubleshoot and resolve

issues.

Experience:

E LEC TRON IC PAYMEN T SYSTE MS 2013- CURREN T

Sales Representative

A ugust 2013- current

B usiness to Business sales presentations. Main focus on new merchant contacts to

acquire additional clients involving electronic payment and payment processing

systems in the greater Omaha area.

F I RST DATA CORPORAT IO N 1995- 2012

Consultant Client Services and Operations

August 2011 – December 2012

M ain focal point to t rouble shoot and resolve various processing issues reported by

i nternal and external end user clients as being related to either Open Data Streams

(ODS) or ISO 8583 real time messages terminating on the mainframe.

Consultant Debit Authorizations, Debit I mplementations, Debit Client

Services and Operations

1995 – 2012 (17 years) Omaha, NE

* Consultant Debit Client Services and Operations

* Consultant Debit Client processing

* Implementation Manager of Cuets Financial L td. (Credit Union Electronic

T ransaction Services) projects to split their Regina-based cardholder portfolio

handling all card purchases by the cardholder/customers at 375 credit unions across

Canada; and have issuing and merchant acquiring t raffic support both Mag and/or

C HIP technology by the launch of the MasterCard® I I product (then known as the

Payment Card) as GLOBAL PAYMENT MasterCard.

* Project implementation and Production go live facilitator for net new startups,

business as usual upgrades, portfolio conversions or re-issues associated with

boarding client's Visa or MasterCard debit accounts on the various First Data,

STAR and NE processing platforms.

* Debit Client processing and Operations Trouble shooting facili tator.

* Debit Conversion and Implementation Testing Coordinator.

* P roject Manager of Technical Only ISO Certification and Authorization upgrades.

* Debit Implementation unit, end to end and certification tester.

* Debit Project Analyst

Main testing focal point for over 200 client banks, including the below significant

banks to investigate and identify the root cause of a wide variety of client banks,

merchant, cardholder and First Data internal processing issues:

• Associated Bank

• Bank of the West

• First Hawaiian Bank

• Cuets Financial L td

• HSBC

• Nat City Bank

• P NC Bank

• SunTrust Bank

• U nited Missouri Bank

• Wells Fargo

Debit Services D isaster Recovery Technician

March 1999 – July 2011 (12 years 5 months) Omaha, NE

Disaster Recovery focal point for debit clients impacted by:

* 911 World Trade Center Attack

* Hu r r icane Kat r ina, Rita, Gustav and I ke

* Actual production events negatively impacting debit clients requiring the rollback of

clients debit authorization processing option or activate alternate routing of client's

acquiring or issuer t raffic to secondary data center

Education and T raining

I ssuing I nstitution Course of Study

Bellevue University Systems and Networking

College of St Mary's D igital Communications

College of St Mary's Network Telecommunication

Metro Community College B usiness Communications and

Networking

Metro Community College I n troduction to Telecommunication

Nettleton Business and Technical B usiness Data Communications

College

Nettleton Business and Technical M icro Processing

College

Iowa Central Community College L iberal Arts

Indian Hi lls Community College A ir Traffic Control

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