Richmond R.

I oversaw all payments operations for the leading CX platform for appointment-based, self-care businesses. Leading a team of 5, I direct payments processing, risk analysis, and sales enablement. As a crucial component of the company’s risk management program, I defined and implemented strategies to eliminate current issues and prepare the company for scalability. I also helped develop and rolled out financial products, payment services, and backend automations. Selected Achievements: - Maintained 100% compliant operations during a time of transition at the company. - Reduced hardware costs 31% by optimizing the portfolio of fintech vendor/contractors. - Steered company through multiple financial and compliance audits with 0 findings. - Cut response times from 1-2 days to 1-2 hours by optimizing communication and workflows. - Reduced returns and customer issues by 90% by leading transition to a new payments solution.