Senior Product Manager - Fiserv / First Data - Atlanta, GA
(2023-01 - 2026-05)
- Led the design and delivery of a sales intelligence agent using Snowflake cortex agents integrating structured CRM data (pipeline metrics, close rates, rep performance) with unstructured conversation analysis (discovery calls, demos) to identify objection patterns, pinpoint at-risk deal signals, and deliver synthesized intelligence that gave leadership clear answers on why deals were being lost.
- Architected a smart payment fallback mechanism for gift card auto-reload service, enabling the system to dynamically detect failed payment conditions (expired or declined cards) and seamlessly retry with an alternate card on file — driving a 15% reduction in failed sales transactions across high-volume merchant partners such as Wawa and McDonald's.
- Drove end-to-end requirements and solution design to address escalating gift card fraud reported by Wawa, integrating auto-reload transactions into Fiserv's orchestrated Fraud Scoring API via Ravelin and Kount implementing threshold-based transaction blocking that eliminated 200K+ fraudulent transactions in 2025.
- Spearheaded the integration of LexisNexis Identity Verification into the merchant boarding workflow to enforce TIN validation at point of entry — directly addressing a pattern of IRS backup withholding penalties caused by manual data entry errors, restoring merchants' ability to process transactions without interruption and eliminating associated gift card revenue loss.
- Designed and delivered a secure tokenization framework with merchant-defined TTL parameters, ensuring tokens expire according to each merchant's compliance, risk, and security policies while reducing reliance on one-size-fits-all defaults.
- Drove consolidation of 100+ prepaid API endpoints, eliminating redundant interfaces, improving documentation consistency, and reducing merchant onboarding time by ~3 months.
- Owned release validation strategy, leveraging SQL and API testing (Postman) to identify defects early and reduce post-production defects by ~20%.
Product Manager - Fiserv / First Data - Atlanta, GA
(2021-06 - 2022-12)
- Led a year long cross-functional initiative to merge multiple legacy boarding platforms into a unified onboarding system, simplifying merchant workflows through standardized APIs, consistent data structures, and a cohesive UI. Achieved a 23% reduction in administrative costs, removed data silos, and enhanced compliance alignment.
- Led the end-to-end delivery of the Boarding Web Service External API suite, enabling external merchants to seamlessly onboard into our prepaid gift program and integrate it into their medium- and large-business product offerings.
- Led the launch of Visa Account Updater (VAU), reducing expired-card transaction failures by 18% through automated card-on-file updates.
Client Solutions Consultant - Fiserv / First Data - Atlanta, GA
(2020-01 - 2021-05)
- Created a White Glove consulting playbook for Clover SMB gift-card onboarding and closed-loop services, reducing onboarding time by 30 days.
- Led the effort of a self-service Prepaid Card Order Portal, streamlining gift-card ordering and improving customer satisfaction during peak seasonal demand.
- Led on-site merchant enablement for the Clover POS gift-card solution, providing demos, integration guidance, and hands-on troubleshooting to ensure successful adoption.
Senior Project Manager - Fiserv / First Data - Atlanta, GA
(2018-05 - 2020-12)
- Led the successful implementation of Fiserv's BillMatrix solution for Puget Sound Energy, delivering secure multichannel bill-payment capabilities that reduced operating costs and improved overall payment operations efficiency.
- Led migrations from Fiserv's Premier core to Retail Online for institutions including Ouachita Valley FCU, Tri Counties Bank, and Western State Bank—reducing branch footprints by 30% (saving ~$196,500 annually) and enabling access to digital channels shown by Fiserv to drive 16% higher net profit.
Project Manager - RelayHealth
(2014-10 - 2016-06)
- Spearheaded the on-time delivery of eVoucherRx across Walgreens and Rite Aid pharmacy platforms within a 6-month commitment window, integrating RelayHealth's automated electronic coupon solution to seamlessly reduce cost barriers at the prescription counter — improving medication compliance and long-term patient adherence for two of the nation's largest retail pharmacy chains.
- Led implementation of electronic prior authorization (ePA) across 15 Walgreens pharmacy locations in the Southeast region, integrating with pharmacy and EHR systems to streamline the approval workflow — significantly reducing authorization turnaround times and removing a critical barrier between patients and their prescribed medications.
