MARIA ROSADO
DEBARY
Summary
Highly trained Implementation Specialist with a diverse background in customer service, configuration, maintenance, troubleshooting, risk, and implementations expertise. Ready for a new position that will help me continue to grow within the financial industry.
Overview
10
10
years of professional experience
Work History
Implementation Specialist Project Manager
Fiserv
07.2020 - Current
- Escalate requests outside of the scope or specified responsibilities to the appropriate department when necessary of any defects identified.
- Maintain a clear understanding of project milestones and delivery dates.
- Escalate requests outside of the scope or specified responsibilities to the appropriate department when necessary.
- Understand the project scope, including Fiserv's and the client's responsibilities for the implementation.
- Facilitate client calls to review current parameters and settings with a diverse range of financial institutions, including community banks, regional banks, and large financial organizations.
- Ensure a smooth installation process for new and existing clients during the onboarding process in Fiserv Systems.
- Ensure that requirements for projects align with operational standards.
- Taking project assignments and responsibilities from senior leadership.
- Managing multiple tasks with other internal groups to ensure project completion in accordance with deadlines.
- Providing after-hour support during client implementations.
- Provide hands-on involvement in projects that require problem-solving skills and attention to detail.
- Work with multiple systems to establish client access.
Portfolio Consultant /Risk Analyst
Fiserv
02.2018 - 07.2020
- Responsible for mitigating and reducing multiple institutions fraud loss.
- Provides direct support of Fiserv clients' card portfolio risk management programs (debit, credit, prepaid) from a risk consulting perspective.
- Conducts data analysis from Falcon fraud monitoring systems and makes proactive risk mitigation recommendations based on the analysis and in response to customer/client inquiries.
- Participates in both long-term and short-term projects related to current and future risk management programs, ensuring clients' estimated fraud loss basis points are minimized, and that rule performance is optimized.
- Assists management with process improvement efforts, and recommends changes to risk management policies and procedures to ensure compliance with regulatory and client-based requirements.
- Supports corporate change initiatives as necessary.
- Analyzes and evaluates fraud system data integrity and makes recommendations for enhancements.
- Creates both client-facing and internal reports to support analytic findings.
Client Technical Support & Escalations
Fiserv
10.2016 - 02.2018
- Expedite support services for Account Executives, and act as a liaison between the Account Executive and the client.
- Support Client Services, which include researching and resolving customer inquiries in a timely manner.
- Manage time-sensitive escalations, and assist managers with emergency escalations.
- Accurately ensure that compliance and regulatory regulations are being met.
- Provide coaching and feedback to other advisors.
- Process high volume service calls, maintain product orders in tracking application.
- Assist Client Executives with inquiries
- Participate in team focused practices to work towards customer issue resolutions.
Team Lead Research Specialist
JP Morgan Chase
08.2015 - 02.2016
- Responsible for resolving customer payment issues within a high-volume call center environment.
- This includes reallocating missing funds, processing ACH refunds, and accurately responding to client requests and inquiries.
- Recognized for uncovering fraudulent accounts and customers.
- Achieved 100% in handle time, first call resolution, and quality assurance based on performance measures.
- Trained and co-facilitated training for new Payment Team hires, with groups of 10-15 per class, monitored team calls to discover trends, followed up by feedback and coaching.
Education
High School Diploma -
Lake Brantley High School
05-1984
Skills
- Communication, verbal, and written
- Problem solving
- Accuracy and attention to detail
- Proficient in the Optis system
- Client onboarding
- Data analysis
- Risk assessment
- Technical support
- Problem solving
Websites
Timeline
Implementation Specialist Project Manager
Fiserv
07.2020 - Current
Portfolio Consultant /Risk Analyst
Fiserv
02.2018 - 07.2020
Client Technical Support & Escalations
Fiserv
10.2016 - 02.2018
Team Lead Research Specialist
JP Morgan Chase
08.2015 - 02.2016
High School Diploma -
Lake Brantley High School