Lance Oteri

About Lance Oteri

Proven call center and payment processing professional. Well versed in all aspects of the business. Designed and implemented systems for the Training of new agents. Developed a scoring system to objectively measure progress, identifying strengths along with opportunities for improvement. Line Managed a variety of business streams from first party to late stage recovery and all points in-between. Managed PDS with 200 agents. Designed and implemented a call flow scheme across several departments. Strong analyst skills that have been applied across the business including: Client On-boarding, Operations, Reporting, Client Service through Accounts Receivable. Currently overseeing all Informational Services from Network Hardware/Software to Client/Vendor Information Exchanges. Management of all processes involved in the companies burgeoning ACH processing business. I am a process oriented person who is always looking to improve practices to maximize outcomes.

Experience

1. Director of Information Services

   Viking Client Services, Llc

   Jan 2022 — Present · Eden Prairie, MN, US

Skills

• Contact Centers
• Electronic Payment Processing
• Management
• Active Directory
• Client Development
• Customer Service
• Vendor Management
• Financial Services
• Crm
• Telephone Skills
• Business Process Improvement
• IT Management
• Credit Cards
• Electronic Payments
• Ach
• Financial Analysis
• Call Centers
• IT Operations
• Call Center Administration
• Manage Client Relationships
• Sharepoint
• Customer Relationship Management (Crm)
• Compliance
• Process Engineering
• Business Analysis
• Process Improvement
• Risk Management
• Telecommunications Engineering
• Business Strategy
• Operational Risk Management
• Nacha
• Credit
• Leadership
• Operational Due Diligence