JOY VEST
PALM BEACH GARDENS,FL
Summary
Knowledgeable and dedicated customer-service focused professional with extensive experience in the payments and fraud prevention industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sr. Business Development Manager
ACCERTIFY, An American Express Company
Palm Beach Gardens, FL
01.2022 - Current
- Recommended new software tools and enhancements to improve fraud detection, identity theft prevention and chargeback dispute management.
- Identify risk strategies and products in a consultative approach to potential target areas, markets and industries across multiple verticals.
- Represent company and promote products at conferences and trade association meetings.
- Participate in industry and strategic partnership events to develop new business.
Sr. Client Success Manager
ACCERTIFY, An American Express Company
Itasca, IL
11.2016 - 01.2022
- Responsible for managing and growing multi-million-dollar client portfolio of Fortune 500 clients spanning multiple industry verticals
- Provided exceptional client satisfaction by evaluating customer issues, creating appropriate escalation paths, and implementing issue resolution in a time-sensitive manner and boost customer satisfaction
- Managed ongoing risk strategy, client renewals, and strategic partnership initiatives to support client base
- Developed country-wide regional client roundtable events with partners to discuss industry trends, legislation and compliance in the Fintech space.
Program Manager
ACCERTIFY, An American Express Company
Itasca, IL
11.2010 - 11.2016
- Responsible for driving, planning and execution of Accertify's Global Operations initiatives using Agile Project Methodology
- Created Change Management Office and developed processes to support platform updates and product releases
- Spearheaded the opening of Accertify's first fraud prevention call center in Mexico City offices of American Express to support our LAC client base
- Developed ISO 27001 processes for Infosec policies as they relate to industry compliance and regulation
Technology Program Manager
SEKO WORLDWIDE
ITASCA, ILLINOIS
05.2007 - 11.2010
- Responsible for driving, planning and execution of Accertify’s Global Operations projects
- Created Accertify’s Change Management office to support development operations
- Spearheaded deployment of Fraud Servicing Center in Mexico City
Project Coordinator - Contract
McDonald’s Corp
Oak Brook, IL
05.2006 - 04.2007
- Served on US/IT Deployment team supporting project initiatives spanning 14,000 US-based stores.
- Developed processes to support McDonald's vendor and field deployment teams to complete platform integration projects
- Developed access queries and statistical data analysis to track project milestones
Project Manager - Contract
United Airlines
Elk Grove Village, IL
11.2005 - 05.2006
- Consultant assisting in multi-million dollar modernization project at UA Headquarters providing hardware and software to entire employee base
- Managed project deliverables, project financials and staffing resources to support the deployment
- Achieved project deadlines by coordinating with contractors to manage performance.
Education
Bachelor of Arts - Public Relations/French
Illinois State University
Normal, Illinois1991
Skills
- Fraud Prevention
- Chargeback Management
- Strategic Alliances and Partner Development
- Business Development
- Risk Assessment and Mitigation
- Operations Management
- Change Management
- Agile Project Management
Certification
ITIL Foundation - IT Service Management
- ITIL - Cabinet Office Credential ID: GR7500463561JF
American Express & Harvard Certificate in Leadership Excellence
- Harvard Business Review - June 2018
Languages
Spanish
Native or Bilingual
Timeline
Sr. Business Development Manager
ACCERTIFY, An American Express Company
01.2022 - Current
Sr. Client Success Manager
ACCERTIFY, An American Express Company
11.2016 - 01.2022
Program Manager
ACCERTIFY, An American Express Company
11.2010 - 11.2016
Technology Program Manager
SEKO WORLDWIDE
05.2007 - 11.2010
Project Coordinator - Contract
McDonald’s Corp
05.2006 - 04.2007
Project Manager - Contract
United Airlines
11.2005 - 05.2006
Bachelor of Arts - Public Relations/French
Illinois State University
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