Victoria A.

Experience

• 

  Sykes

  Jun 2013 - Oct 2014

  Customer Service Support Specialist

  -Provided and ensured customer satisfaction on bank related accounts, servicing clients located overseas. -Provided floor support during peak times and when required according to the business operational needs. -Acted as a team leader backup to cover medical leaves or team leader vacation periods.

• 

  First Fidelity

  Oct 2014 - now

  -In charge of managing front end operations to ensure friendly and efficient transactions happen with no interruption on a 24x7x365 environment. -Manage and coordinate the implementation of new solutions, coordinating new integrations from different service providers located overseas, always working towards creating action plans to deliver the expected operational results.-Oversee the day-to-day operation of the involved teams, including individual development and teamwork strategies. -Ensure business continuity at an operational level when having critical success factors with providers. -Handle customer complaints and escalation calls. Comply and exceed operational and customer succeed targets. Respond to customer service issues in a timely manner.-Provide superb customer service by leading and motivating the processing team, developing and creating customer satisfaction goals.-Supervise day-to-day operations in the processing department. Show less -Being the 1st point of contact for all service providers, ensuring that the company needs are fulfilled at all times-Ensuring vendor compliance to the agreed terms and conditions when the account was originated. -Coordinate, determine and evaluate in conjunction with the CFO vendor expectations, performance and procedures. -Coordinate integrations from different providers, located mostly overseas, follow up during the integration process and assist the development team when needed in order to get prompt answers and resolutions from the provider. -Transaction reconciliation and collections. Being responsible to inform and take actions whenever a payment or service delay or interruption happened. Show less

  • Online Processing Manager

    May 2019 - now

  • Vendor Management Manager

    Oct 2014 - May 2019