Angelic Cunningham

About Angelic Cunningham

With 30 years of experience in the Financial Services Industry, I have developed a deep understanding of Issuing and Payments Processing within diverse verticals, such as retail, restaurant, ecommerce, and hospitality. As a highly accomplished and results-oriented Director, I have effectively managed call center operations, provided oversight for project management initiatives, and excelled in relationship management.Throughout my career, I have been committed to driving operational excellence and spearheading successful projects that enhance agent productivity, improve merchant response rates, cultivate customer loyalty, and ultimately boost revenues. My ability to consistently deliver tangible results, effectively manage budgets, and lead cross-functional teams has resulted in exceptional outcomes.I take great pride in my track record of performing consistently under pressure. My strong work ethic, strategic mindset, and adaptability to changing business environments have allowed me to thrive in dynamic and challenging settings. I am propelled by an unwavering commitment to excellence, and I am fueled by my passion for innovation and continuous improvement.Key Expertise- Leadership- Call Center Operations- Activation and Retention Strategies- Product Management- Client Experience Enhancement- Project Management- Relationship Management- Card Industry Knowledge- Merchant Acquiring Expertise

Experience

1. Director of Operations

   Fiserv

   Aug 2020 — Present · Coral Springs, FL, US

   With the privilege of leading the Strategic Managed Services (SMS) team at Fiserv, my focus is on enhancing the client experience and ensuring client retention for our individual bank partners. Overseeing a team of 100+ dedicated professionals, I strive to deliver exceptional service and drive the success of our SMB clients.By creating a tailored service model that caters to the unique needs of our SMS partners and SMB clients, I have successfully fostered strong relationships and achieved high retention rates. Through effective relationship management, I actively contribute to our organization\'s growth and revenue goals.In my role, I also lead an operations team responsible for transaction processing, customer support, retention, and risk management. By implementing strategic initiatives and streamlining operational processes, I continuously improve efficiency and reduce costs.Monitoring key performance indicators (KPIs) is crucial in tracking operational performance and identifying areas for improvement. I collaborate closely with product development, technology, and compliance teams to drive product innovation and ensure regulatory compliance.Regular updates on operational performance, along with comprehensive recommendations for improvement, are integral to my responsibilities. By fostering a collaborative and results-oriented environment through effective communication and priority alignment, I strive to create a high-performing and successful team.

Education

• Saint Leo University

  Bachelor of Science (B.S.), Business Administration - Management, minor in Human Resources

  2008 — 2012

Skills

• Strategy
• Credit Cards
• Payment Gateways
• Product Management
• Management
• Salesforce.com
• Leadership
• Project Management
• Training
• Strategic Planning
• Call Centers
• Payment Industry