Bruce Wilson
Atlanta,GA
Summary
Dynamic leader with a proven track record in the Payment Card Industry, enhancing client relationships and driving double-digit portfolio growth. Expertise in project management and client communication, adept at creating effective solutions and process improvements. Excels in account management, achieving significant cost reductions and exceeding client expectations.
Overview
26
26
years of professional experience
Work History
Relationship Manager
Fiserv, Inc.
Marietta, GA
03.2021 - 12.2024
- Served as account manager for assigned federal and state government agency clients who utilized Money Network Prepaid products; Client portfolio exceeded $500 million in annualized gross payment volume
- Resolved client escalations, including ownership of overall issue resolution process and associated internal/external communications
- Implemented additional products and services to maximize company profitability while minimizing risk of financial losses; Achieved a minimum of 12% increase in gross revenue for 2 consecutive years
- Conducted in-person quarterly business reviews (QBRs) to communicate SLA performance results, address any gaps between current and desired conditions, and offer products and services to improve client program
- Responsible for maintaining accurate and up-to-date documentation on client's architecture and processing environment, product matrix, and custom processes
Project Manager (Non-Technical)
Fiserv, Inc.
Marietta, Georgia
02.2016 - 03.2021
- Served as a client-facing PM for onboarding client implementations and add-on products for existing client programs; Implemented programs and services for payroll, government-issued payments, and third-party funding
- Developed and administered project plans, with an emphasis on driving project schedule, mitigating risks, managing scope changes, and resolving unexpected issues
- Executed strong collaboration and negotiation skills to ensure timely delivery of assigned tasks from both internal and external stakeholders; Achieved over 90% TCD (Target Completion Date) while receiving an 'Exceeds Expectations' rating on post-implementation client surveys
- Trained and mentored new-hires on the creation and management of project plans, along with designing effective communication on project statuses to clients and internal leadership
Gift Card Manager
Worldpay
Atlanta, GA
06.2012 - 07.2015
- Managed gift team responsible for processing merchant card orders, custom card design, maintaining plastics inventory, and pricing
- Responsible for overall relationship between external customers, sales, customer teams, and card vendors
- Created and executed project plans for mid-sized and large gift card conversions, with a emphasis on ensuring a positive cardholder experience
- Renegotiated contracts with vendors, achieving double-digit cost reduction for plastics inventory and order shipments
Operations Supervisor, Call Center
Worldpay
Atlanta, GA
04.2005 - 06.2012
- Hired and supervised 20-25 technical support/customer service hybrid agents and contract personnel for an inbound ACD call center
- Responsible for call quality evaluations, performance improvement plans, and overall performance evaluations for CSRs
- Created and executed strategies to mitigate losses (asset recovery), resulting in recovery of over $200k in leased equipment in the first year
Trading Supervisor
E*TRADE
Alpharetta, GA
05.2000 - 09.2003
- Managed the performance and compensation of a team of registered representatives responsible for the processing equity and option trades;
- Held Series 7, 63, 24, and 4 licenses while providing escalation support related to large investment trades, execution of margin calls, and trade disputes
Registered Representative
E*TRADE
Alpharetta, GA
02.1999 - 05.2000
- Processed stock and option trades, while assisting customers on utilizing online trading tools to submit trade orders, conduct research analysis, and request review or dispute of completed trades
- Maintained a clean regulatory record with no Disclosure Events
Education
Bachelor of Arts - Finance
Morehouse College
Atlanta, GA05-1998
Skills
- Account management and relationship building
- Payment Card Industry
- Effective client communication
- RFPs
- Client consultation and needs assessment
- Customer training and education
- Contract management
- Client business reviews (QBRs)
- Portfolio growth and performance trends
- Project management
- Strong technical acumen
- Operations management and process improvement
Timeline
Relationship Manager
Fiserv, Inc.
03.2021 - 12.2024
Project Manager (Non-Technical)
Fiserv, Inc.
02.2016 - 03.2021
Gift Card Manager
Worldpay
06.2012 - 07.2015
Operations Supervisor, Call Center
Worldpay
04.2005 - 06.2012
Trading Supervisor
E*TRADE
05.2000 - 09.2003
Registered Representative
E*TRADE
02.1999 - 05.2000
Bachelor of Arts - Finance
Morehouse College
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