GIACOMO FRANCHI

• Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency.
• Assist with implementing and monitoring Visa platforms to ensure achievement and transition into production.
• Responsible for resolve complex clients escalations with Dev/Ops team to meet client expectations.
• Able to shift priorities as needed and demonstrate a proactive willingness to help others while managing non-routine launches/migrations as well as tactical and strategic clients and Visa initiatives.

• Provided business supported and operational customer service needs to Clients launching business credit portfolios and guidance on appropriate applications.
• Collaborate with others and take responsibility to accomplish Visa and client objectives, finding solutions to complex problems; proactively identify best practices, processing efficiencies/opportunities, providing quantifiable results and system enhancement support.
• Consulted with clients and provide technical expertise to structure an effective launch and address operational opportunities.
• Become a subject matter expert by acquiring and maintaining a deep understanding of supported products and tools to resolve issues, identify operational opportunities, and train clients.
• Understand how decisions may affect other teams and contribute to broader success.
• Communicate with clients and various Visa teams (Product, Sales, Account Management, and Operations) to bring successful completion/resolution of projects/issues.
• Createed and maintained detailed logs of internal and external interactions within CRM
• Developed and grown relationships with internal stakeholders [Product, Sales, Operations teams.]
• Acquired and maintained a deep understanding of the strategies, priorities and issues related to Visa’s commercial platforms.

Provided first-rate support to NA and LAC banks/partners by resolving complex web application such as Visa Payables Automation, and Visa Commercial Format data delivery performance issues

Managed cross-functional activities to lessen operational client costs in coordination with travel and expenses (T&E) management services partners – Concur, Oracle, Expensify, Chrome River, and others

Participated in the implementation of file delivery connectivity setups for new key clients using VFES, FTPS and SFTP protocols

Performed configuration and implementation of endpoints from clients and their corporate customers.

Participated in conference calls training sessions with clients to educate them about VISA products.

Served as liaison for client with VISA and Financial Institutions, ensuring resolution of requested services.

Responded to client inbound telephone calls and outbound calls to provide information on aspects of Visa products and services

Stayed current with industry and procedures maintaining a working knowledge of Visa products and services to provide an excellent customer service.

Assisted lead and management with task regarding Emergency Services requests.

Participated in the Workforce Empowerment Team task FY14, collecting ideas to build a better work environment improving our process and providing ideas that contribute to enhance of our procedures.