How would you describe your role in just a few words?
My role here is to monitor quality across the entire organization.
What does that look like?
It comes in the form of documentation, dashboards for phone calls and CRM cases. I monitor that the controls that are in place are being done correctly – and that we’re documenting that they’re being done.
Those are my main things that I do, but I also am involved in communication with internal and external audits, and play a role in business continuity as well. I’m a coordinator for a lot of things, because the managers have certain responsibilities to maintain their documentation and maintain their files inside of business continuity, and I’m there to make sure those things happen.
How’d you get into this role?
I’ve been in transaction processing for quite some time. I started working at Texas Commerce Bank in 1996, and we ran Pulse’s network for them, and then Pulse took the processing in-house, so I moved over to become a Pulse employee. That was more at the switch level, we were the network, facilitating the authorization by the issuer and then the funds movement at the end of the day. We did have merchant acquirer customers, so I worked with them, but not into the detail of what it takes to process for merchants like we do here at WAS. Then, Pulse was bought by Discover, so I moved over to work at Discover Financial Services before coming here.
What do you like about working at WAS?
What I like about this company is the willingness to get things done as quickly as possible.
What’s something you look forward to each day coming to work?
I like interacting with all the other departments, because something I learn from one department, I might be able to pass onto another department. I have a little bit of familiarity with all of the documents in the different departments, which allows me to see where things align or maybe don’t align, and then try to help streamline those processes.
What would your colleagues be surprised to learn about you?
I am musically inclined, but I don’t consider myself a musician. I don’t know how to play guitar or piano, and I can’t read music, but I say I’m musical because I do ring handbells in our church and sing in a choir in our church. I started singing when I was in high school, so I’ve been singing for quite a while.
I was even the organist of record at our church one Sunday, but I don’t even know how to play the organ – I just sat there and hit play on the iPad. It’s amazing what you can do with technology!
