Kristin Aspinall
Buxton,ME
Summary
Accomplished professional with extensive leadership experience. Proven history of strong relationship building, critical thinking, and leading from the front in a customer-centric business.
Operational Leadership: Builds momentum and drives performance through a keen eye on process improvement and “out of the box” thinking, while leveraging strong coaching skills to see individuals and the organization grow.
Escalation Management and Conflict Resolution: Demonstrated ability to navigate and overcome complex customer and personnel concerns through knowledge, a critical thinking lens, and strong communication skills. Management and Execution of Strategies: Utilizes strong project management and budget management skills, to see projects/strategies through to completion, while overcoming challenges and celebrating successes. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Director, Fleet Services
WEX Inc.
10.2022 - Current
- Oversight and day to day management of, Operations and Partner Operations for NAF and OTR
- Budget and resource management
- Direct supervision of Manager, Partner and Merchant Services and Sr
- Account Managers
- Direct responsibility for merchant settlement
- Managing escalated issues with our largest card program and merchant relationships
- Collaboration with internal stakeholders to mitigate risk on online user access
- Involvement with merchants on fraud mitigation projects
- Implementation and management of audits and controls
- Monitored and coordinated workflows to optimize resources.
- Monitored office workflow and administrative processes to keep operations running smoothly.
Sr. Manager, Merchant Operations
WEX Inc.
06.2019 - 10.2022
- Proven history of accomplishments that include successful launch of strategic initiatives and overall growth of the Fleet Services organization
- Identified cost improvement changes and cost savings plans to increase company savings.
- Implemented productivity benchmarks across all departments to maximize company revenue.
- Provided strong leadership to enhance team productivity and morale.
- Implemented and developed operational standards, policies and procedures.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
Team Lead, OTR Merchant Operations
WEX Inc.
06.2018 - 06.2019
- Oversight and day to day management of, Operations for NAF and OTR as well as MasterCard Claims
- Directly supervised Support Representatives, Account Managers, and two Project Managers
- Capacity planning and resource planning
- Collaboration with leadership across both lines of business to ensure optimal partner and merchant servicing
- Full cross training across lines of business to eliminate single points of failure
- Implemented streamlined approval process for merchant adjustments
- Transitioned the CPS Chargeback Team to CSO team lead, OTR merchant operations
Project Manager, Client Service Operations
WEX Inc
08.2016 - 06.2018
- Acting as a departmental SME to release projects
- Leading and executing cross functional projects
- Department readiness for new products and process changes
- Identify areas of process improvements and efficiencies
- Kept stakeholders up-to-date on details pertaining to client projects.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
Account Manager, Partner Services
WEX Inc
01.2010 - 08.2016
- Oversight of operations for several, programs
- Facilitate partner portfolio performance reporting, including continual assessment of partner needs as well as monitoring for substantive trends
- Act as subject matter expert on projects and teams relating to branded card programs, including but not limited to: Platform conversions, On-boarding of new strategic partners, Technical releases, New products and services achievements
- Educated clients on new products or services to increase customer engagement with brand.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
Skills
- Escalation Management
- Critical Thinking
- Process Improvement
- Strategic Planning
- Operations Management
- Customer Engagement
- Strong Written and Verbal Communication
- Budget Management
- Relationship Building
- Change Management
- Compliance
- GSuite and MS Suite
- Employee Management
Accomplishments
4 Time President's Club Winnder
Multiple WEXcellence Awars
Completion of Leaders Unleashed Training
Timeline
Director, Fleet Services
WEX Inc.
10.2022 - Current
Sr. Manager, Merchant Operations
WEX Inc.
06.2019 - 10.2022
Team Lead, OTR Merchant Operations
WEX Inc.
06.2018 - 06.2019
Project Manager, Client Service Operations
WEX Inc
08.2016 - 06.2018
Account Manager, Partner Services
WEX Inc
01.2010 - 08.2016
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