Customer Service Project Manager
Resume:
Rebel T. Wright
Parkville, MD 21234
****************@*****.***
SUMMARY
Excellent analytical skills, good communicator, project manager with extensive experience in the
Payment Processing Industry. 10 years of supervisory experience in the electronic remittance
and bill payment industry including settlement and reconciliation. Accomplished team builder
and problem solver with strong organizational skills.
PROFESSIONAL EXPERIENCE
ACI Worldwide/Online Resources Chantilly, Virginia 2007-2014
Payment Processing/Bill Presentment Company
Payment Processing Production Supervisor 2007-2012
Main responsibility was to ensure that the 3 daily remittance processes launched at their pre-
scheduled times to guarantee SLAs for our remittance files downstream.
This included monitoring the real time debiting of scheduled payments, researching for duplicate
payments and verifying payees against the OFAC watch list and monitoring for fraud.
• Led Financial Control team in the identification and resolution of the Daily Saving Time
double debit issue.
• Identified the Stuck Payment Issue and created the process for the identification and
procedures necessary to process the stuck payments. This procedure allowed us to meet
our SLA on our late payment guarantees saving the company hundreds of thousands of
dollars.
• Managed the delivery of check files to our off site vendor RR Donnelly. Managed the
relationship with them as well including visiting the site to ensure quality control.
• Managed the incoming and outgoing mail delivery on site at the Chantilly location including
FedEx and UPS.
• Supervised and provided ongoing training for a staff of 7.
Configuration Release Engineer 2012-2013
Generated SQL queries and scripts to support our 150+ financial institutions’ internet banking
and bill payment processes. Provided support to our implementation team as part of the new
FI’s set ups. Provided support to our account management team as part of the continuous
service to our FIs.
Remote Technical Support Analyst 2013-2014
In this telecommuting position, I supported the Enterprise Banker application for 38 financial
institutions. This application allows the FI’s customers to transfer large dollar amounts via ACH
transactions and batch wires. This application was also used as database management tool for
the FI’s customer service. Researched any issues that arose and served as the technical
business liaison with our development team.
Legal Sea Foods, Tysons Corner, Virginia 2001-2007
Head Waiter and Trainer
Visa Interactive/Integrion Financial Network, Herndon, Virginia 1996-2000
Bill Payment Processing Company
Account Manager
Served as primary escalation for three strategic financial institutions representing 1.6 million
internet banking subscribers. Was responsible for ongoing customer satisfaction in an on-call
24X7 service center. Managed daily operations support, coordinating communication and
problem resolution between the client, third party service providers, technical resources, as well
as senior management.
• Detected a software bug, analyzed, and researched over $1M in payments in order to
ensure subscriber was not impacted.
• Detected a database flow problem that had resulted in duplicate payments. Analyzed the
problem, determined the fix, and provided ongoing research to verify resolution. The result
was a savings to the company of over $250,000.
EDUCATION
B.S., Business Administration, Mississippi College Clinton, Mississippi
COMPUTER SKILLS
Proficiency in JIRA, Clarify, Remedy, Microsoft Office
Contact this candidate