Manager Support

Eduardo E. Mendez

***** ********** **. ****** ******, FL. 34787 • Cell: 813-***-**** • Email: *******@*******.*** A HIGHLY TALENTED AND ACCOMPLISHED SENIOR MANAGEMENT PROFESSIONAL WITH EXCEPTIONAL SKILLS AND EXPERIENCE IN CUSTOMER SERVICE AND RELATIONS, BUSINESS OPERATIONS, ACCOUNT MANAGEMENT, BUSINESS DEVELOPMENT, PARTNERSHIP MANAGEMENT, CREDIT CARD PROCESSING, VENDOR MANAGEMENT, BANKING, RELATIONSHIP MANAGEMENT, AND PROCESS IMPROVEMENT. PROVEN ABILITY TO DEVELOP AND IMPLEMENT STRATEGIES, POLICIES, AND PROCEDURES TO STREAMLINE PROCESSES, INCREASE EFFICIENCY, AND IMPROVE CLIENT SATISFACTION AND RETENTION. SUMMARY OF QUALIFICATIONS

• Exceptional leadership skills • Hard working, able to multi-task

• Project management experience • Vast credit card processing experience

• Business process improvement expertise • Outstanding verbal and written communication

• Adept at mentoring, motivating, and coaching • Resilient, empathetic, positive and energetic

• Business and data analytics experience • Bilingual – Fluent in English and Spanish PROFESSIONAL EXPERIENCE

Fiserv

Director Client Services (July 2017 – Present)

• Responsible for the overall operational support of a $50MM book of business

• Represent the client facing teams and manage the support aspect of the credit card processing platform migration project for the entire credit client base

• Implemented automation initiatives to streamline the support process and improve the overall client experience

• Redesigned the support team structure to better align with organizational initiatives and ever-changing client demands and expectations

• Consistently improved client loyalty and satisfaction by an average of 3% year over year

• Led the successful transition of the case management system and enhanced KPI reporting, which led to an overall reduction of the case backlog by 21% within 18 months Grow Financial Federal Credit Union Retail Lending Development Manager (July 2016 – July 2017)

• Managed the daily operations of the loan origination system administration for the entire retail lending consumer suite of products

• Spearheaded strategies to create efficiencies, streamline processes, and reduce errors as it relates to the lending initiatives’ system configuration

• Oversaw all retail lending related initiatives as it pertains to the loan origination system

• Managed the relationship and conduct risk assessments of the loan origination and ancillary third-party vendors

• Managed high profile projects and initiatives and work collaboratively with other business partners on various common initiatives

• Led the successful lending system migration, which resulted in better integrations to key external partners

FIS Global – St. Petersburg, FL

Client Services Manager (June 2011 –July 2016)

• Managed daily activities of functional team members to ensure delivery of optimal service, customer satisfaction, client retention, and profitability for a portfolio of financial institutions that represents over $30 MM in annual revenue

• Served as the primary point of escalation and liaison between clients, Account Relationship Managers, and internal departments

• Provided continual internal communications to enhance organizational effectiveness in dealing with critical clients’ issues and projects

• Conducted regularly scheduled status calls with clients’ executive level management to evaluate client satisfaction and determine plan of action to improve overall relationship

• Provided consultative and strategic guidance and support, conducted product demonstrations, and provided recommendations based on clients’ business goals and objectives to assist clients managing and growing their credit card program

• Led the support aspect of the credit processing platform migration for over 100 clients as part of a large acquisition

FIS Global – St. Petersburg, FL

Account Relationship Manager (August 2007 – June 2011)

• Managed the relationship and served as the primary contact for an assigned portfolio of financial institutions, providing technical, operational, consultative, and strategic guidance and support

• Maintained ownership of issues and projects until resolution or completion

• Supported clients with complex issues and projects including credit card processing parameters, rebranding and acquisitions, and portfolio growth initiatives, among others

• Provided guidance, training, and coaching to institutions’ personnel on processing system, procedures, policies, compliance, products and services, and regulatory matters

• Interacted with multiple internal partners to accommodate clients’ requests and ensure completion of projects in a timely manner

National Exemption Service, Inc – Safety Harbor, FL Technical Service Manager (May, 2005 – Aug, 2007)

• Successfully planned and managed the implementation of new meter reading technologies that increased accuracy and reduced costs by over 20%

• Negotiated exclusivity contracts with preferred vendors to reduce labor costs

• Managed the team responsible for monitoring and producing periodic reports for identification of damaged equipment. Analyzed and uploaded meter reading information for consumers’ utility billing

• Managed logistics of multiple shipments, equipment installations, and repairs

• Acted as a liaison between vendors, technicians, property managers, and homeowner associations (HOA)

• Coordinated and scheduled repairs and meter installations for new and existing clients EDUCATION

• UNIVERSITY OF PHOENIX. CLEARWATER, FL

BACHELORS IN BUSINESS MANAGEMENT, 2010

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