Ruben Santiago
West Chester
Summary
Dynamic client relations and account management professional with over 20 years of expertise in delivering enterprise-level solutions, driving portfolio growth, and enhancing client retention within the payments, fraud, and technology sectors. Proven ability to cultivate and maintain executive-level relationships while spearheading strategic initiatives and presenting actionable KPIs across diverse industry verticals. Proficient in leveraging tools such as Salesforce, MDS, and iQ to facilitate data-driven decision-making and optimize portfolio performance. Committed to fostering long-term partnerships that drive business success and effectively mitigate risks.
Overview
24
24
years of professional experience
Work History
Strategic Fraud Analyst / Enterprise Client Relations
Worldpay
06.2022 - Current
- Managed a portfolio of 45+ enterprise-level ecommerce and partner clients valued at $20M+ AANR across verticals including Government, Gaming, Education, Crypto, Retail, QSR, and Digital Payments.
- Partnered with Product and Sales Engineers to identify strategic growth opportunities, upsell FraudSight solutions, and ensure client satisfaction.
- Delivered KPI-based presentations to C-suite and senior stakeholders, leveraging Salesforce, MDS, and iQ to provide actionable insights.
- Served as fraud subject matter expert during onboarding and new sales cycles, influencing strategic mitigation policies.
- Achieved consistent client retention and portfolio expansion through proactive engagement and solution-oriented service.
IT Support Specialist
RDI Corporation
10.2021 - 06.2022
- Provide tier-two technical and application support to onsite and remote employees.
- Monitor and analyze system performance, producing detailed reports using Meraki and MEDC tools.
- Support network operations and ensure optimal system uptime, aligning IT performance with business objectives.
Service Manager / Systems Admin
Summit Digital Networks
07.2017 - 10.2021
- Led client service operations, ensuring delivery of IT solutions that met business and operational needs.
- Managed network administration, security, and VoIP solutions while building strong client relationships.
Systems Admin / Coordinator / Retail Representative
Macy’s Credit Customer Service
03.2001 - 07.2017
- Supported and maintained systems for 3,000+ agents across 13 call centers, domestic and offshore.
- Developed relationships with key decision-makers to drive quick resolution of nationwide service issues.
- Received multiple awards for outstanding customer service, leadership, and innovation.
Education
Business Major
University of Cincinnati
High School Diploma - undefined
Fairfield High School
Skills
- Enterprise Client Relationship Management
- Fraud & Risk Mitigation Strategies (CNP/Ecommerce)
- Salesforce CRM, MDS, iQ Reporting & Analytics
- KPI Development & Executive Presentations
- Strategic Account Growth & Retention
- Cross-Functional Collaboration (Sales, Product, Engineering)
- Payment Industry Solutions & Merchant Services
- Technical Systems Support & Troubleshooting
- Salesforce CRM
- MDS
- IQ
- Microsoft Office Suite
- Meraki
- MEDC
- Active Directory
- VoIP Systems
- FraudSight
Timeline
Strategic Fraud Analyst / Enterprise Client Relations
Worldpay
06.2022 - Current
IT Support Specialist
RDI Corporation
10.2021 - 06.2022
Service Manager / Systems Admin
Summit Digital Networks
07.2017 - 10.2021
Systems Admin / Coordinator / Retail Representative
Macy’s Credit Customer Service
03.2001 - 07.2017
High School Diploma - undefined
Fairfield High School
Business Major
University of Cincinnati
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