Bryan Walter

Owned operational workflows for subscription payment plans, ensuring correct setup, billing logic, and revenue tracking. Developed and improved recurring and contract-based payment gateway processes. Built SQL queries for process validation and operational reporting, and managed Looker Studio dashboards for revenue performance and exception monitoring. Collaborated with Operations and Product to reduce payment errors and improve execution reliability.

Handled end-to-end incident management for customer-impacting and revenue-sensitive issues. Managed Jira queues by prioritizing incidents according to operational and financial risk. Used SQL validations and production testing to support fixes and reduce repeat incidents. Coordinated with engineering teams to resolve issues and document root causes.

Coordinated customer operations across multiple departments in a high-growth fintech environment. Supported payment and billing operations for cross-border transactions while ensuring accuracy and compliance. Owned customer lifecycle support processes, including onboarding coordination and follow-ups. Managed multi-channel customer support using Zendesk while tracking operational KPIs and service performance.

Led service quality initiatives focused on operational accuracy, response times, and customer satisfaction. Implemented technician tracking software to improve service visibility and accountability. Integrated HubSpot across commercial and service teams to centralize customer and contract data. Defined and reviewed KPIs and delivered training and improvement plans to operational teams.