ALEXANDRA MONTOYA

Pembroke Pines, FL ***** 954-***-**** ad2ocp@r.postjobfree.com www.linkedin.com/in/alexandra-montoya-fl

VICE PRESIDENT

Accomplished senior executive with a diverse skill set and extensive international experience in Fintech, adept at steering operations teams to elevate customer success, oversee strategic initiatives, manage vendor relationships and negotiations, and optimize financial services, back-office operations, automation, and Project Management. Demonstrated success in constructing and guiding cross-functional teams to meet ambitious operational objectives. Proficient in reengineering processes and implementing performance management solutions to enhance service performance, amplify the voice of the client, elevate quality standards, and realize cost savings on a global scale. A perceptive and analytical thinker with exceptional interpersonal, project leadership, talent management, and organizational skills. Known for trustworthiness and effectiveness as a leader, strategically focusing on customer satisfaction, process improvement, and organizational effectiveness. Fluent in both English and Spanish.

CORE COMPETENCIES

Operational Excellence Customer Success Technology Management Sales Support Strategic Thinker Professional Services Cross-Functional Management Data Analytics Cost Savings Budgeting Project Management

PROFESSIONAL EXPERIENCE

FIS Management Services, Miami, FL Dec 2021 – Present

VP Client Experience – Delivery Business Operations

Serve as an executive overseeing multiple teams working directly with large financial institutions, banks, and credit unions globally. Lead automation team in the US and offshore as well as network resources, implementation, and Project Management teams across the financial institution. Manage corporate strategic projects focused on cost savings and improvements to the client experience.

Increased capacity by 20% by streamlining processes while maintaining focus on the client experience.

Critical focus on client, improving the Voice of Client metrics by 5% year over year.

Collaborated across the enterprise aligning reporting and data analysis.

Improved global presence up to 23% totaling over 450 resources across banking implementation team delivering effective cost reductions.

Performance management, reporting and SLA improvements providing visibility and road map for Key Performance Indicators.

Lead multiple strategic projects collaborated across the enterprise covering end-to-end processes from initial lead through sales cycles, product, IT, development, implementation, and billing.

Fiserv, Coral Springs, FL Jun 2016 – Dec 2021

VP Operations Customer Success – Certifications & Integrations

Delivered leadership in overseeing and strategically guiding all activities involved in certifications and integrations to all major platforms. Developed collaborative partnerships with sales channels, executive leadership, implementations, third party service providers and clients. Managed 140 resources located in seven cities and three countries. Oversaw an average of 700 active certification and integration projects across multiple platforms. Relentlessly focused on process improvement and value stream initiative, system upgrades and talent development.

Increased Productivity by 15% by introducing utilization transparency and implementing improved workload distribution/flexibility.

Significantly reduced certification cycle times year over year from 55 days in 2018 to ~ 24 days this 2021 year.

Improved all Voice of Client metrics as well as quality measures by 10%

Negotiated and facilitated a reduction of $4M across a five-year contract with a third-party vendor.

ALEXANDRA MONTOYA PAGE TWO

Led negotiation and introduced savings of ~ $3M with new EMV certification tool, migration of first phase within five months with no client impact. Project included creation of first EMV Sandbox portal.

First Data, Coral Springs, FL Feb 2015 – Jun 2016

VP Operations – PMO Strategic Support

Head of Operations in leading workforce migration to captive site outside of the United States. Provided leadership and governance to the Operations Functions across the enterprise and leading the development and execution of strategies and programs needed to craft a best-in-class, integrated global operation.

Managed full transition plans, budgeting, HR, training and tracking of new functions with minimal client impact.

Delivered business transformation and strategic support for multiple business units Operations and Finance.

Led the migration of multiple teams from US based operations to India, significantly reducing cost by 25% across the departments.

Improved client (SLA) service level agreements by 15% by streamlining workflows and managing resources across multiple countries.

First Data, Coral Springs, FL Oct 2012 – Feb 2015

Director Client Success – Boarding Operational Services

Collaborated with senior leadership team to lead the day-to-day functions of Account/Implementation services and develop short-term/long-term strategic planning for an operations division with seven direct reports and oversight of 150+ staff in three locations. Managed cross-functional departments to include production of Boarding and Maintenance Accounts, Quality Assurance, Reporting and Automation, Client Liaison, Boarding Resolution, Franchise Implementations and Clover Boarding/Menu. Developed and implemented strategies to improve productivity, quality, contractual service commitments, client experience and cost performance.

Increased performance on service level agreements by 17%, exceeding target level expectations by 7%, by launching reporting initiatives and processes to track and manage SLA performance across all platforms. Increased maintenance updates by 21% with cost savings of $1.2 million by implementing application automation technologies.

Designed blueprint for a robust quality framework, transforming the organization from output inspection to comprehensive quality assurance and increasing production accuracy to 99%.

Improved quality and efficiency of audit performance by increasing utilization of a 20-member team by 15% resulting in cost savings of $210K and increased speed of quality reviews by 50%.

Transitioned Clover menu process from a third-party vendor with poor turnaround and quality performance results going from low 30% to current performance over 97 % accuracy.

ADDITIONAL PROFESSIONAL EXPERIENCE

DHL Express

Vice President, Customer Operations Group Chief of Staff - Network Operations

Director Service Quality & Customer Operations Group

Senior Manager Independent Contractor Relations/Administration

Manager Operations Performance Engineering

EDUCATION

Master of Science (MS), Engineering Management

New Jersey Institute of Technology, Newark, NJ

Bachelor of Science (BS), Industrial Engineering

New Jersey Institute of Technology, Newark, NJ

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