Romaine Brissett
Rotterdam,NL
Summary
Aspiring Customer Success Specialist with a strong background in client resolution, issue management, and data-driven problem-solving. Currently a Client Resolution Analyst at Visa, specializing in token payment transactions, cloud-based payment systems, and process optimization. Skilled in APIs, CRM platforms, and cross-functional collaboration to enhance customer experience and operational efficiency. Passionate about delivering strategic solutions that drive client success and business growth.
Overview
10
10
years of professional experience
Work History
Client Resolution Analyst
Visa Inc.
Rotterdam
02.2022 - Current
- Manage client relationships by identifying needs, troubleshooting issues, and providing tailored solutions that enhance customer satisfaction and retention
- Act as a subject matter expert in Visa’s cloud-based payment systems, ensuring seamless API integrations for clients, and supporting inquiries within Visa’s sandbox environments.
- Spearhead cross-functional collaboration with internal teams, ensuring timely and effective resolution of complex technical and business-related issues.
- Utilize the Visa Analytics Platform to generate actionable insights, prepare data-driven reports, and present key findings to internal and external stakeholders.
- Continuously refine internal processes and workflows, contributing to an optimized customer experience and increased efficiency
Payment Operations Specialist
bunq
Amsterdam
08.2020 - 01.2022
- Led initiatives to identify gaps in payment transaction processes, collaborating with product teams to implement scalable solutions that improved efficiency by 20%
- Managed MasterCard disputes and chargebacks via Mastercom, ensuring swift and accurate resolutions in compliance with industry regulations
- Conducted fraud investigations, FIU reporting, and transaction monitoring to uphold banking compliance and mitigate financial risks
- Strengthened commercial partnerships by maintaining productive relationships with Payment Service Providers and Acquirers
- Oversaw SWIFT operations, ensuring accurate routing and processing of MT999 and MT202 transactions through SWIFT Alliance
- Performed complex payment investigations for financial institutions, resolving discrepancies and ensuring seamless transactions for SCT and SEPA payments
Senior Customer Guide
bunq
Amsterdam
07.2019 - 08.2020
- Led the customer support team, providing personalized coaching and quality control to enhance service delivery and customer satisfaction
- Developed automated workflows that increased productivity and reduced response times for common customer inquiries
- Managed daily escalations from support agents, ensuring rapid and effective resolution of customer issues
- Enhanced company’s social media presence by managing customer interactions and inquiries across multiple platforms
- Contributed to the in-app user experience by proposing product improvements based on customer feedback and behavioral trends
Web Help
Vanad Group
Rotterdam
01.2019 - 06.2019
- Delivered exceptional customer service and technical assistance for an online banking platform, ensuring clarity on banking products, policies, and procedures
- Collaborated with developers to identify and report app-related issues affecting customer experience, leading to timely software improvements
- Conducted team-wide quality assessments to maintain service excellence and compliance with customer service best practices
Client Service Representative
Sagicor Bank Jamaica
Kingston
07.2017 - 01.2018
- Managed client portfolios by onboarding new deposit accounts, processing loan applications, and conducting KYC verification
- Built strong customer relationships through strategic sales approaches, exceeding account opening and service targets
- Assisted customers in completing loan applications and obtaining credit reports, facilitating a smooth lending process
- Processed wire transfers, check deposits, and issued bank drafts while maintaining compliance with regulatory requirements
Contact Center Associate
Sagicor Life Jamaica
Kingston
06.2015 - 07.2017
- Provided multi-line customer support across life insurance, banking, and credit card services, maintaining high satisfaction scores
- Resolved transaction discrepancies by investigating client concerns, conducting account research, and implementing effective solutions
- Processed insurance claims and disbursements, ensuring policyholders received timely and accurate payouts
Education
BSc. - International Relations
University of the West Indies, Mona
01.2015
Associate Degree - Humanities
Montego Bay Community College
01.2012
Skills
- Client onboarding
- Retention strategies
- Relationship management
- API integrations
- Client Resolution
- Financial reporting
- Customer Support
- Training Facilitation
Languages
- English, Fluent
- Dutch, Conversational
Certifications Courses
- CDD & Anti-Money Laundering, Nederlands Compliance Instituut
- Project Management Certificate, Google
Timeline
Client Resolution Analyst
Visa Inc.
02.2022 - Current
Payment Operations Specialist
bunq
08.2020 - 01.2022
Senior Customer Guide
bunq
07.2019 - 08.2020
Web Help
Vanad Group
01.2019 - 06.2019
Client Service Representative
Sagicor Bank Jamaica
07.2017 - 01.2018
Contact Center Associate
Sagicor Life Jamaica
06.2015 - 07.2017
BSc. - International Relations
University of the West Indies, Mona
Associate Degree - Humanities
Montego Bay Community College
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