Summary
Overview
Work History
Education
Skills
Certification
Timeline
OperationsManager

AMBER JOHNSON

Sr. Global Payment Operations Analyst
Nixa,MO

Summary

Knowledgeable Business Operations & Global Payments Analyst bringing 9 years of experience within Global Consumer Payment Operations and Merchant Account Payable/Finance Operations. Proven experience in identifying and mitigating risks and enhancing business decisions. Well-versed in data analysis to develop and improve operational processes aligned with business goals. Detail-oriented and challenge-driven, with proven adeptness at prioritizing and balancing multiple tasks while collaborating with internal and external partners.

Overview

9
9
years of professional experience
4
4
years of post-secondary education
3
3
Certifications

Work History

Sr. Global Payment Operations Analyst

Expedia Group
Springfield, MO
11.2021 - Current
  • Drive research and reconciliation of payments activity. Prioritize, investigate and resolve payments issues by collaborating with payment providers, business owners and payments technology teams; while communicating impact and end results to leadership!
  • Define key requirements for new payment projects, payment reconciliation, success metrics and operational monitoring tools
  • Prioritize and implement requirements with Product Management, Technology, Call Center leadership and Checkout teams
  • Document and implement payment standards and process updates to successfully translate operational gaps into system and process requirements

Business Operations Finance Analyst

Merch AP, Expedia Group
Springfield, Missouri
02.2019 - Current
  • Actively engage with business partners to assess existing and upcoming business needs, fulfilling ad-hoc requests for related data and analysis.
  • Provide insights that contribute to strategic goals of organization.
  • Analyze/report queues, monitor daily production goals, and report aging KPI's to promote daily operations.
  • Triage problems that arise, analyze data, and propose solutions.
  • Develop and implement performance improvement strategies and plans to promote continuous improvement.
  • Prepared a variety of different written communications, reports and documents to ensure smooth operations

EVC Recovery Coordinator II

Expedia Group
Springfield, MO
02.2018 - 02.2019
  • Manage Wright Express (MasterCard) & partner relationship through reconciliations, representments and contract analysis.
  • Champion effective change in business practices through data analysis and employee/team development.
  • Manage case creation for pre-populated recovery cases.
  • Implementation of this process has decreased queue volume by average of 15K disputes monthly, and increased efficiency to recover average of $5.38M monthly.
  • Perform quality analysis on dispute validations and chargeback submissions through compiled data, per department process & infrastructure.

EVC Recovery Chargeback Coordinator

Expedia Group
Springfield, MO
03.2015 - 02.2018
  • Daily management of all Wright Express (MasterCard) representments, team daily workflows, and maintain databases for team analysis.
  • Identify problematic areas within reconciliations, provide action plan(s) to resolve issues, and implement process improvements.
  • Review merchant representment documentation, disprove merchant claims with evidence, and prove the existence of overcharge.
  • Database creation & management to accurately identify and analyze agent/process opportunities.
  • Collaborate with leadership team on daily operational functions, and act as subject matter expert for agents.
  • Led projects and analyzed data to identify opportunities for improvement

Interim Supervisor

EVC International Disputes, Expedia Group
Springfield, MO
07.2016 - 01.2017
  • Identified/coached individual barriers with focus on production metrics and communications with International partners during bi-weekly production & metric 1:1’s.
  • Facilitated weekly team meetings with staff and leadership, and assisted with evaluation for annual performance reviews.
  • Prioritized, assigned, and evaluated duties and daily work activities to meet productivity and quality goals.
  • Created individualized support plans, identified performance trends through data analysis, and proposed quality/process improvements.
  • Encouraged team values, business scalability, and empowered employees to manage queues effectively.

Merchant Reconciliation Lead

Expedia Group
Springfield, Missouri
05.2014 - 05.2015
  • Daily management of all Wright Express (MasterCard) representments, team daily workflows, and maintained databases for team analysis.
  • Identify problematic areas within Wright Express reconciliations, provide action plan(s) to resolve issues, and implement process improvements.
  • Review merchant representment documentation, disprove merchant claims with evidence, and prove the existence of an overcharge.
  • Database creation & management to accurately identify and analyze agent/process opportunities.
  • Collaborate with leadership team on daily operational functions, and act as subject matter expert for agents.
  • Developed and maintained courteous and effective working relationships

Education

Bachelor of Science - Business Management

University of Phoenix
Springfield, MO
08.2005 - 01.2010

Skills

Planning and Coordination

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Certification

Microsoft Excel

Timeline

Sr. Global Payment Operations Analyst

Expedia Group
11.2021 - Current

Business Operations Finance Analyst

Merch AP, Expedia Group
02.2019 - Current

EVC Recovery Coordinator II

Expedia Group
02.2018 - 02.2019

Interim Supervisor

EVC International Disputes, Expedia Group
07.2016 - 01.2017

EVC Recovery Chargeback Coordinator

Expedia Group
03.2015 - 02.2018

Merchant Reconciliation Lead

Expedia Group
05.2014 - 05.2015

Bachelor of Science - Business Management

University of Phoenix
08.2005 - 01.2010

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AMBER JOHNSONSr. Global Payment Operations Analyst