Daniel Schwent
Kirkwood,MO
Summary
Accomplished IT executive with a proven track record of building high-performance teams and delivering transformative change, specializing in operations and customer service. Exceptional at driving a data-driven, ambitious culture that has consistently produced strong results across a wide range of leadership roles. Expert in process optimization, executive communications, and fostering high employee engagement.
Overview
29
29
years of professional experience
7
7
Certifications
Work History
Senior Vice President – Global Customer Care
Mastercard
O’FALLON, MO
08.2021 - Current
- Directed operations for over 500 agents across 20 locations, supporting 12K global customers.
- Led strategic initiatives to address common customer pain points. In-scope activities included global standards for premium service, centralizing L2 support activities, developing enhanced training programs, and deploying an online support portal to provide customers with an improved servicing experience.
- Developed business requirements to drive the technology roadmap for automated case assignment, prioritized routing based on customer and channel, and Gen AI-enabled agent assistance.
- Implemented a culture of data-driven decision-making, transparency, and accountability to drive drastic performance improvements. Highlights include improving internal stakeholder CSAT scores from 33.3% to 92.1%, reducing case duration by 38%, and cutting initial response time by 70%. Also achieved an employee engagement score of 90.1%, which is best in class for a contact center.
- Managed B2B Customer Service expenses within budget while meeting annual efficiency benchmarks.
- Managed the Content Strategy and Delivery team responsible for the creation and publication of customer reference materials and change announcements, totaling over 4,000 documents per year. This team also defined and executed the internal knowledge management framework for B2B customer service. This work resulted in a 680% increase in KM articles being published for agents from 2022 to 2025.
- Led service design and M&A functions to streamline servicing requests, ensure operational readiness for new products, and integrate newly acquired support teams.
Senior Vice President – Core & Commercial Business Operations
Mastercard
O’FALLON, MO
02.2018 - 08.2021
- Global responsibility for Core and Commercial Business Operations, with 300+ resources located across six global locations.
- Supported Mastercard core payment processing platforms that processed over 10 billion transactions per month and settled up to $30 billion per day.
- Acted as Division Risk Officer, ensuring regulatory compliance and leading technology risk management initiatives.
- Provided tier 2 support for global call centers, enhancing customer support KPIs.
- Collaborated with engineering teams to enforce operational readiness criteria for product launches, successfully reducing production incidents.
- Developed standard frameworks for capacity planning and access management within Business Operations division.
- Managed $33 million staffing budget, optimizing resource allocation across operations.
- Supported M&A projects to ensure the successful adoption of Business Operations standards for newly acquired entities.
Vice President – Loyalty Business Operations
Mastercard
O’FALLON, MO
11.2016 - 02.2018
- Oversaw Loyalty Business Operations globally, with 78 resources across seven locations.
- Led an initiative that successfully addressed quality and scalability issues with a critical loyalty platform, reducing customer-impacting incidents by 70%.
- Led a production readiness work stream that created a standard checklist for evaluating release risks, which was adopted company-wide.
- Achieved a 36% improvement in Loyalty's 'Service Health' score, a KPI based on availability and performance metrics.
- Ensured compliance with SLA, business continuity, and availability targets for all Loyalty platforms.
- Maintained PCI compliance for multiple loyalty platforms, passing audits without major findings.
Vice President – B2C Implementations, Quality Assurance, and Operations
Mastercard
O’FALLON, MO
02.2015 - 11.2016
- Directed 24/7 operations and engineering services for MasterCard’s corporate, marketing, and consumer online platforms.
- Oversaw Quality Assurance Program, ensuring thorough testing, validation activities, and production readiness reviews.
- Collaborated with hosting solutions company to implement managed cloud environment for efficient website deployments.
- Led the team responsible for the launch, maintenance, and enhancement of Priceless Cities websites.
- Responsible for program management and project management functions that supported the entire department.
Vice President – Program and Release Management
Mastercard
O’FALLON, MO
08.2013 - 01.2015
- Led a team of Project and Release Managers to drive the end-to-end delivery of new products for Global Processing Solutions (GPS).
- Oversaw Portfolio Management for GPS, prioritizing and scheduling projects while tracking budgets.
- Documented and maintained software development life cycle (SDLC) for GPS projects, ensuring compliance with internal audits.
- Published dashboards and status reports for all active GPS portfolio projects, including tailored communications for senior management.
- Developed and implemented 18-month strategic planning process to optimize funding and resource allocation across GPS organization.
Vice President – Customer Configuration Management
Mastercard
O’FALLON, MO
01.2012 - 07.2013
- Managed a global team of 20 systems analysts for configuration and access management across all GPS products.
- Led a cross-functional Configuration Task Force to analyze, enhance, and monitor standard customer configuration processes.
- Centralized configuration activities within Customer Configuration Management Team to resolve audit issues and enhance scalability.
- Collaborated with external auditors during SSAE16 reviews, remediating compliance gaps and exceptions promptly.
- Partnered with implementation specialists to onboard customers and launch new programs and services efficiently and accurately.
- Coordinated with Project Delivery Office and Development to establish standard support processes for new functionalities.
Director/Sr. Consultant – GPS Product Support & Security
Mastercard
O’FALLON, MO
12.2009 - 01.2012
- Managed global team of 17 systems analysts supporting core processing applications and security access.
- Collaborated with implementation specialists to onboard customers and launch new programs.
- Partnered with GPS Development for deployment and testing of new functionalities.
- Authored business cases for development and implementation of optimized support tools.
- Executed remediation plans addressing configuration process gaps from internal and external audits.
- Identified key performance indicators, and produced monthly reports for senior leadership.
Sr. Consultant – IT Service Management
Mastercard
O’FALLON, MO
11.2008 - 11.2009
- Aligned Incident Management, Problem Management, Change Management, Configuration Management, and Asset Management processes with ITIL framework.
- Designed optimized processes to facilitate a seamless migration to the new IT Service Management platform.
- Analyzed IT Asset Management processes to enhance tracking of technology assets throughout life cycle.
- Conducted analysis of the incident management process, identifying key improvement opportunities.
- Developed custom reports within a new IT Service Management platform to support business needs.
Sr. Consultant – Business Optimization
Mastercard
O’FALLON, MO
07.2007 - 11.2008
- Led a process improvement effort aimed at identifying and resolving challenges experienced during customer implementation projects. This involved coordinating the activities of a diverse global team that included representation from seven different departments. Successfully reduced onboarding time by 30%.
- Led a project that designed and implemented an optimized process for evaluating IT business cases.
- Managed an initiative focused on improving how customers are provisioned access to Mastercard’s B2B business portal (Mastercard Connect).
- Coordinated small optimization projects across a broad range of processes, including digital certificate management, remote access for vendors, and interchange implementation projects.
- Worked with multiple data providers to publish a quarterly executive dashboard for the top two levels of IT leadership. The dashboard provided updates on key performance indicators across the entire technology organization.
Manager/Director – Information Security
Mastercard
O’FALLON, MO
12.2004 - 07.2007
- Built a team of eight highly trained security specialists to oversee security monitoring, threat management, incident response, and security awareness.
- Managed an 18-month project to design and implement a global network security monitoring solution.
- Directed company-wide security awareness program, educating staff on policies and standards.
- Coordinated security incident response team to handle identification and resolution of incidents.
- Conducted regular web application security assessments to identify and address compliance gaps.
- Supported audit activities including SOX, GLBA, SSAE16, and PCI.
Sr. Administrator – Information Security
First Services L.P.
HAZELWOOD, MO
11.2003 - 12.2004
- Implemented and maintained the organization’s first network security monitoring solution.
- Developed an enterprise-wide strategy for access management.
- Helped develop the security awareness program and served as instructor for several classes.
- Performed Windows, AS/400, and Network security administration.
Associate Analyst/Analyst – Information Security
Mastercard
O’FALLON, MO
01.2000 - 11.2003
- Led security projects to ensure accurate and timely completion of key milestones.
- Researched, evaluated, and tested new security solutions.
- Provided second level support for the Information Security Help Desk.
- Administered UNIX, Windows NT/2000, and network security.
Analyst - Technology Solutions Delivery
Andersen Consulting
ST. LOUIS, MO
06.1999 - 01.2000
- Designed, coded, and tested C programs.
- Developed tools and utilities for improving productivity.
- Presented results and accomplishments to clients.
Intern – Information Security
Mastercard
O’Fallon, MO
06.1997 - 08.1998
- Documented standard operating procedures for the Information Security Helpdesk.
- Processed access management requests.
- Assisted with software licensing compliance audits.
Education
MBA - Business Administration And Management
Lindenwood University
Saint Charles, MO05-2009
Bachelor of Science - Applied Mathematics
Missouri University of Science And Technology
Rolla, MO01.1999
Skills
- Strategic IT leadership
- Customer experience & support
- Global business operations
- Organizational design
- Financial management
- Employee engagement
- Process optimization
- Data analysis
- Project management
- Mergers and acquisitions
- Technology strategy
- Executive communications
Certification
• Six Sigma Black Belt
• Customer Experience Performance Leader
• Certified Information Systems Security Professional
• Certified Ethical Hacker
• Certified DevOps Generalist
• ITIL Foundations
• Network+
• Customer Experience Performance Leader
• Certified Information Systems Security Professional
• Certified Ethical Hacker
• Certified DevOps Generalist
• ITIL Foundations
• Network+
Activities And Awards
- Fundraising Committee – Paraquad, Assisted with planning Paraquad’s largest annual fundraising event (Shine the Light Gala)., Jan-24 - Nov-24
- Board of Directors – Support Dogs, Inc., Responsible for overall technology strategy., Feb-09 - Aug-10
- Top 30 Under 30 – St. Louis Business Journal, Class of 2006
Timeline
Senior Vice President – Global Customer Care
Mastercard
08.2021 - Current
Senior Vice President – Core & Commercial Business Operations
Mastercard
02.2018 - 08.2021
Vice President – Loyalty Business Operations
Mastercard
11.2016 - 02.2018
Vice President – B2C Implementations, Quality Assurance, and Operations
Mastercard
02.2015 - 11.2016
Vice President – Program and Release Management
Mastercard
08.2013 - 01.2015
Vice President – Customer Configuration Management
Mastercard
01.2012 - 07.2013
Director/Sr. Consultant – GPS Product Support & Security
Mastercard
12.2009 - 01.2012
Sr. Consultant – IT Service Management
Mastercard
11.2008 - 11.2009
Sr. Consultant – Business Optimization
Mastercard
07.2007 - 11.2008
Manager/Director – Information Security
Mastercard
12.2004 - 07.2007
Sr. Administrator – Information Security
First Services L.P.
11.2003 - 12.2004
Associate Analyst/Analyst – Information Security
Mastercard
01.2000 - 11.2003
Analyst - Technology Solutions Delivery
Andersen Consulting
06.1999 - 01.2000
Intern – Information Security
Mastercard
06.1997 - 08.1998
MBA - Business Administration And Management
Lindenwood University
Bachelor of Science - Applied Mathematics
Missouri University of Science And Technology