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Project Manager

United States
February 28, 2020

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Cypress, TX ***** 713-***-****


Client Service/IVR/Project Manager 2008-2013

First Data Corporation, Houston, TX

Reviewed call center payment processing procedures for areas of improvement in Call Management, Customer Satisfaction, and Risk

Responsible for delivering cost reductions through new and improved IVR functionality and efficient call management of all Telecheck Call Center Sites ( Manila, Chihuahua, Dominican Republic, Omaha)

Partnered with vendor managers to meet and exceed contractual SLAs of FDC clients within Authorizations, Consumer, POS, Supplies, Merchant, and Verifications

Developed, implemented and trained Call Center Sites on new and updated Telecheck procedures and applications

Implemented 2010 IVR enhancements resulting in decrease in transfer rate from 58% to 34.4% (38% improvement)

Annualized savings resulted in $1.2 million cost reduction

Gathered needs of internal client to create training material, manage training schedule and determine Syllabus for Client Services Operations division

Implemented and maintained CSO SharePoint site for FTP(used by all FD teams) and other projects

Managed FD Project to convert BiSYNC/ASync/Hydra and all other non-secured (FTP) files transmission protocols to and from FDC clients

Regional Bank Support Manager 2004-2007

Chase Paymentech Solutions - JP Morgan Chase Bank, Houston, TX

Responsible for the referral and approval goals for Texas Region

Ranked #1 for President’s Club and overall percentage of merchant services sales

Performed consistent communication of the three vertical legs of the business (Telephone Sales, Field Sales and Sales & Support): roles and responsibilities, the CPS value proposition, the Referral Process, promotional and marketing campaigns and the Sales & Support activities

Managed CPS partnership with the Retail and Small Business management teams

Primary liaison to Chase Bank for all Sales & Support functions for CP

Communicated referral and approval production results to SBB management and developed strategic plans to ultimately exceed goals

Used Centers of Influence to build stronger relationships with the regional/market/area managers to deliver better quality referrals

Risk Analyst/VRU Analyst, Assistant Vice President 2001-2004

JP Morgan Chase, Houston Contact Center, Houston, TX

Project leader in successful deployment of speech-enabled automated system

Reduced annual IVR expenses by $1.3 million with speech application and automation of key functionality

Responsible for production and maintenance of IVR system which routes and resolves 80 million calls annually

Provided analysis of MIS reporting related to caller behaviors and trends to assist in cost savings benefits for future enhancements

Increased call resolutions and customer satisfaction by analyzing IVR performance to recommend additional functionality

Actively involved in Voice User Interface design to enhance customer experience and allow marketing of corporate branch

Designed call flows, VUI prototypes, and performed continual tuning and testing for Speech/DTMF systems

Achieved Six Sigma Green Belt Certification

Assisted Business Continuity Officers in developing disaster recovery plans

Analyzed Call Center procedures to make recommendations, mitigate risks and maintain consistency across all regions

Conducted monthly review and investigation of CRB charge-offs stemmed from activity outside of bank procedures


Bachelors of Science in Psychology May 2019

University of Houston-Downtown

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