Customer Service Manager

Angel Merced, CPS, SFC

**** ********* **. *** ***, Gulf Breeze, FL 32561

Mobile: 305-***-**** *******@*****.***

End-to-End Payments Business Management

Accomplished payments industry professional recognized for delivering growth and profitability through development, execution, and maintenance initiatives, financial and budget management, product development and implementation and maintenance, innovation activities, and achievable business plans. Negotiated lucrative and innovative partnerships with numerous institutions throughout the Hemisphere. Experienced providing large financial institutions and processors with sound strategies for achieving profitable growth, increasing business efficiency, decreasing fraud, and streamline their operations by enhancing and diversifying their payment product offerings.

Credit and Debit card management, United States and Latin America with work related experience in 5 continents. Currently managing a Visa portfolio.

Credit card portfolio management, project management, branch manager, credit scoring system calibration, call center management, training development and delivery, marketing campaign design and rollout, dispute resolution (chargebacks) expert, arbitration, compliance, mediation, contract negotiation, and back office management, consistently exceeding expected results.

New product and program design, development, and delivery. C-Level presenter with executive presence.

Staff supervision, development, motivation, training, education design and delivery.

Security and risk management. Complete administration of payment fraud, risk, monitoring, and investigation. Development and implementation of transaction monitoring schemes, analysis and investigation process, mitigation, and remediation strategies. Hands-on expertise with transaction monitoring systems and data mining of granular data to make decisions. This is one of my superior skills.

Chargebacks and Dispute Resolution. Former member of Mastercard’s arbitration committee. Fully knowledgeable of chargeback cycle and related rules, the arbitration and compliance process, available tools, and applicable rules, some of which were worded by me. Traveled the world teaching the chargeback craft and have a clear vision of the dispute resolution craft, and of how it must be run in order to maximize its benefits to in a paperless, minimalistic way.

Extensive expertise in payment card system rules, technical requirements, software release management, dispute resolution, arbitration, compliance, as well as Federal regulations and guidelines. Business minded with complete knowledge bits and bytes of authorization and clearing systems and process.

Review and audit of payment operations, security, systems, and business strategy. Performed countless Operational and Risk reviews and compliance assessments of processors, vendors, and large credit and debit card operations.

Highly logical and numerical with executive presence and demeanor. Experienced in mining data and configuring very specific queries. Data-oriented, pragmatic, and innovative decision maker.

Excellent verbal and written communication skills in English, Spanish with ability to convey complex terms and ideas easily and understandably to all. Fluent in spoken Portuguese. Outstanding public speaking skills.

Fact and Data seeker and user. Customer-Centric while profit oriented and cost-effective. Excellent business acumen and executive presence.

PROFESSIONAL EXPERIENCE AND RESULTS

Gulf Winds Credit Union, Pensacola, FL 2018-Present

Credit Cards Portfolio Manager

Responsible for every aspect of the credit cards business reporting to senior management.

Ensure systems stay compliant with industry requirements. Train staff on changes and software development needed to accomplish these.

Segmented and reorganized portfolio for better tracking and deployment of enhancements and marketing initiatives.

Restructured approach to fraud monitoring achieving excellent results. Implemented all monitoring procedures, and directed rules engine reconfiguration resulting in saving of hundreds of thousands of dollar in prevented losses.s

Developed General Ledger and reports to allow for accurate management of profitability, expenses, and to provide a higher level of reporting and business acumen to senior management.

Created report to share economics insights related to the intricacies of payment processing to build management’s acumen regarding the credit card’s portfolio.

Strengthened level of credit card security for tokenized transactions in order to position products towards easier rollout of future and innovative payment technologies.

Expert Management Partners, LLC, Miami, FL 2015-2018

Managing Director

Developed strategic plans and initiatives to financial institutions and processors, contributing to customer profitability

Clients included: Bancolombia (largest bank in the country), Primax (New England debit and credit processor), Crédito S.A. (processor in Ecuador), Credomatic International (largest processor in Central America), Golden 1 Credit Union (one of the the top Credit Unions in California).

Provide management consulting as necessary by payments businesses regarding any aspect requiring attention.

Served as representative and public face of the company at international conferences and seminars.

MasterCard International, Miami, FL and St. Louis, MO 1992-2014

Director of Operations, Arbitration, Compliance, Fraud and Risk Management, and Education

Represented the company as speaker in multiple industry conferences, seminars, and events.

Worked closely with stakeholders in order to create new products and services, and obtaining corporate buy in. Evaluated innovation initiatives, vendors, and helped build the Mastercard brand by launching new products internationally in partnership with large processing companies.

Team consultant during design of first 100% global debit product, Maestro. Proposed chargeback framework to the team.

Designed framework for the transfer of financial liability for fraud as it relates to e-commerce. Wrote Mastercard’s Liability Shift rules for Electronic Commerce and that stand to this date. This framework is now used to address fraud liability and NFTF transactions globally.

Led onboarding and implementation of new credit card businesses throughout the Western Hemisphere. Prepared and managed their implementation projects, helped design internal procedures and systems that met requirements of local law as well as franchise processing requirements, and trained management staff in identifying, understanding, and using available methodologies to generate positive ROI and become profitable in the shortest amount of time.

Wrote the Business Case used by Mastercard to acquire a new global authorizations system worldwide.

Designed and actively participated during implementation and rollout of the industry’s first multi-currency interchange and settlement system for international use.

Led regional forums to train technical staff on requirements and implementation of mandatory and optional software requirements. Assisted major stakeholders during the implementation of these changes, helping them with project planning, testing scripts, deployment, and provided guidance on how to code their systems.

Developed and executed training programs in operations, back office structure, authorizations, clearing and settlement, software release, security, risk management, dispute resolution, and profitability methods and metrics. Led Mastercard University operations throughout the LATAM region.

Citibank, N.A., San Juan, Puerto Rico 1982-1992

Manager, Operations, Citicorp Card Services Caribbean

Managed credit card acquiring business and the Commercial Accounts Branch for merchants that was associated to it.

Oversee accounting operations for accuracy.

Designed and implemented operational procedures for the first internationally issued Citibank AAdvantage card, which led the way for international expansion of the program.

Managed Card Acceptance Business (Merchant Business), including sales, servicing, and operations. Products included Diners Club, MasterCard, and Visa in five countries.

Managed credit card authorizations, security and fraud, chargebacks, and customer service departments.

Customer Service in charge of support for ATM users.

EDUCATION AND TRAINING

University of Puerto Rico

University of The Sacred Heart

American Institute of Banking

MasterCard University

Visa Business School

MasterCard Academy

CUNA

SkillPath

Human Factors

more

AWARDS

Service Excellence Award, Citicorp (Highest Honor)

President’s Award, MasterCard

Dozens of internal awards in the companies I have worked for as well as external recognitions.

OTHERS

Professorship - Payments Technology

Universidad del Azuay, Ecuador

Guest Speaker

Dominican Republic Risk Committee – Venezuela Bankers Association – Curacao Merchants Association – National Merchant Council – International Association of Credit Card Investigators – Chile Fraud Task Force

Numerous industry conferences and events.

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