Senior Analyst, Customer Performance

Drive franchise acceptance performance by investigating customer/merchant issues, analyzing data, and deriving actionable insights to improve cardholder experience. Manage end-to-end cases from initiation to resolution, coordinating with internal and external stakeholders. Build and enhance operational processes, automate and streamline workflows, and develop key performance metrics and reporting. Use tools such as Excel, SQL, and BI platforms to uncover trends and document findings clearly.