Enrique Mendez

Enrique D. Mendez -- Objective To impart the knowledge and skills acquired from intensive years of study and various work experiences for the further specialization and expertise in the field. Experience Visa Inc. Manager         September 2019 – Present Leads new Client and Service implementation efforts. Leads and motivate an organizational team of frontline employees and Associate Managers responsible for the day-to-day operational functions. Develops and maintains department understanding of customer´s needs and strategies in order to set organizational direction and create opportunities to achieve Visa Inc.´s objectives. Establish unit goals, objectives, performance standards and measurement criteria to achieve and increase service quality and operational efficiency. Build and enhance relationships through cross-functional and cross-regional interaction and collaboration to develop and implement tactical and strategic processing solutions. Challenge existing processes, improve methods and pursue new ways of increasing the value of all support services throughout Screening Management. Manages staff issues, including staffing and selection, goal setting, annual reviews, compensation planning and career development. Oversees overall contracted BPO operation of 300 to 400 full time employees to and ensures alignment to our KPIs and core operating principles. Visa Inc. January 2017 – August 2018 Associate Manager  Manages day to day operation together with a group of fraud analysts  Works on seamless onboarding process of newly acquired clients  Spearheads growth and development initiatives and projects in partnership with leaders from diverse line of businesses  Collaborates with different level of stakeholders for strategy implementation and performance analysis  Communicates with global partners through different channels for performance, escalations and updates  Lead new hire classes as an interim trainer whenever the need arises  Primary liaison of our department with HR and Payroll JP Morgan Chase Relief Team Leader/Process Trainer         Manage 10-15 charge-back specialist for Disputes by Phone Process Handle call escalations from customers and/or specialists Built a motivated team through continuous communication, timely coaching and feedback and effective leadership practices Identifies opportunity in increasing advisor efficiency through data analysis and spearheading various initiatives Ensures superior call quality through consistent coaching, monitoring and calibration Monitors daily staff activity through attendance tracking and Real Time Avaya analysis to ensure specialist productivity and service levels are met Facilitates training classes for as Process Trainer for Disputes by Phone Spearheaded the launch and training of the Disputes by Phone specialist to a new tool JP Morgan Chase Charge-back Advisor        September 2012 - April 2016 Researches problems and conducts reasonable investigation to determine root cause and provide viable solution. Analyzes transaction, deposits, statements and account information in order to resolve and provide solutions for customers. Maintains a high level of knowledge that relates to charge-backs and retrievals regulation for Visa and MasterCard Connect and Introduce Initiative: Aims to provide a seamless experience to customers during transfer procedure across different line of businesses UP Training Initiative: Optimizing the utilization of skills and knowledge of tenured specialist to assist in reinforcing policies and procedures JP Morgan Chase Relief Team Manager   May 2016 – January 2017 January 2012 - August 2012 Managed 10-15 customer service specialists for Card Activation Process Coordinated as project manager for minimizing invalid transfers across different line of businesses through effective communication and data analysis Lead call calibration with the domestic counter parts that focuses on identifying opportunities and sharing best practices Head of rewards and recognition program that recognizes specialists that drives customer satisfaction through their VRU survey results JP Morgan Chase Customer Service Specialist    June 2009 - December 2012 Resolved customer inquiries and questions regarding credit card accounts with a consistent focus on service excellence Performed online troubleshooting with customer account issues enhancing customer relations Coached and mentored new hires in the process about the policies and procedure, resulting in the ability to quickly meet role requirement Education School Penn Foster 2009 B.S. in Business management Skills  Excellent communication skills, enjoys teaching, good reasoning abilities, sound judgment, highly analytic, project oriented, high energy level, resourceful, ability to get along with diverse personality, results driven and project oriented.