LEIDY CONTRERAS
Linkedin.com/in/leidy-contreras-aa81861bb
Summary
Fintech professional 7 years in the payment industry with a proven record of achieving customer and business goals. A collaborative leader who works cross functionally and takes ownership of role responsibilities. Knowledgeable and dedicated individual bringing a variety of skills in operations, client relations and project management. Committed to maintain and improve professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Customer Success Analyst
Marqeta
06.2023 - Current
- Managed a portfolio of 25 clients and built strong business relationships with C-level executives to grow and retain revenue
- Negotiated client contract economics and renewals
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics
- Developed a trusted advisor relationship with Product Owners, Technical Program Managers, Software Reliability Engineering teams, and business stakeholders
- Collaborated with sales and product teams to address and execute customer success objectives
- Delivered and maintained quarterly forecasts to meet or exceed revenue
- Presented action plans and results to management and used appropriate escalation techniques to stay on top of goals and objectives
- Delivered customer terminations by working with teams like legal, accounting, product, engineering, networks and bank operations
Customer Success Associate
Marqeta
02.2022 - 06.2023
- Performance history of achieving 7+ million dollars of revenue managing a portfolio of 28 customers all in different growth stages with a focus of B2B
- Execute meetings with customers for QBR's, check project progress, issues and growth opportunities
- Maintain cross-functional efforts, connect internal teams and external partners to drive customer innovation and complete projects
- Operate customer projects: Implementing Tokenization, 3DS, Product enablement, ACHO, Card Fulfillment, Expansions, Renewals, Terminations
- Revise and update customer health metrics MoM to give executive team overview of account satisfaction and performance
Customer Service Representative II
Marqeta
11.2020 - 02.2022
- Specialist of the Marqeta UI platform who collaborated with internal teams to resolve variety of customer issues and requests in timely manner
- Trained 10+ customers to give detailed over view of Marqeta's business operation tool
- Updated customers on KYC results, Chargebacks and Disputes status
- Collaborated and development support for our third party Call Center BPO included but not limited to quality assurance, onboard and offboarding, process improvements, training development, and agent coaching
Partner Support Specialist
Rev World Wide Inc.
12.2019 - 11.2020
- Representative between partners and REV providing: problem management, technical support, identifying processing issues and creative solutions
- Collaborated with product testing team analyzing new ideas/projects to increase customer and client satisfaction
- Escalations point of contact for all external entities Rev has partnership/business with(Europe, Australia, India, Brazil)
- Executed over 8 projects, tracked progress and communicated on the status with partners and internal teams
Risk Analyst
Rev Worldwide Inc.
07.2017 - 12.2019
- Lead of Anti-Money laundering team presented risk patterns to department manager on weekly basis and developed plans to tackle loss due to fraud
- Analyzed account activity patterns to mitigate fraud by modifying or implementing risk rules according to each card program
- Collaborated with multiple third party banks to reduce fraud loss
- Filed suspicious activity reports due to fraud, suspicious matter reports via AUSTRAC and user activity reports
- Performed enhanced due diligence on high number of accounts flagged by daily risk monitoring reports and develop best practice models to detect unusual activity
Education
Project Management -
University of Texas At Austin
Austin, TX08.2021
Bachelor of Arts - Psychology, Sociology
Texas State University
San Marcos, TX08.2019
Skills
- Business Development Understanding
- Report Troubleshooting
- Project Management Abilities
- CRM Software
- Customer Relationship Management
- Problem Solving
- Process Optimization
Timeline
Customer Success Analyst
Marqeta
06.2023 - Current
Customer Success Associate
Marqeta
02.2022 - 06.2023
Customer Service Representative II
Marqeta
11.2020 - 02.2022
Partner Support Specialist
Rev World Wide Inc.
12.2019 - 11.2020
Risk Analyst
Rev Worldwide Inc.
07.2017 - 12.2019
Project Management -
University of Texas At Austin
Bachelor of Arts - Psychology, Sociology
Texas State University
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