• Loyalty Program Optimization: Led the discovery phase and execution for the Loyalty Rewards Program, identifying a gap in merchant engagement and customer sign-up. Designed and implemented a pre/post-transactional flow that increased customer sign-ups by 46.5% and drove 600K new registrations within the first 30 days. Focused on delivering value through customer-centric product design, giving higher loyalty program value proposition for merchants.

• Self-Service Digital Gift Card Integration: Championed the transition from a manual, 14-week process to a self-service digital gift card solution for 25k merchants. This resulted in a 95% reduction in support calls, showing expertise in scalable solutions and merchant experience optimization for ecommerce gift card tender onboarding.

• Cost Optimization through SMS Replacement: Conducted the discovery and execution of a QR-based web solution to replace SMS communication for loyalty points tracking. The new solution proposed to save $55k per month in SMS costs, demonstrating ability to balance user experience with cost-efficiency.

• Onboarding Process Overhaul: Led the Setup Wizard project, redesigning the merchant onboarding experience based on data-driven insights and user feedback from VOC team. This resulted in a 62% reduction in support calls and improved overall NPS (14 points) by addressing friction points in the merchant onboarding journey.

• PCI Compliance Solution: Spearheaded collaboration with cross-functional teams, including legal, compliance, and Fiserv, to define and submit API requirements for an SSO-enabled PCI compliance renewal feature within the merchant dashboard. This initiative improved compliance completion rates and reducing attrition due to non-compliance fees for new merchants by 90% within 30 days.

• OOBE (Out-of-Box Experience) Improvement: Collaborated with OS engineering and design teams to optimize the Clover Network's device OOBE, improving setup processes and reducing network connectivity issues. The new setup flow led to fewer support calls by 51% and improved user satisfaction for getting started to take first transaction as a business.

• API Integration with Google POS: Spearheaded the integration of Clover APIs & SDKs with Google’s POS app for 3 Google Retail Stores, driving increased payment volume by improving integration efficiency and scalability, to replicate for 3 more stores.

• Developer Vetting Efficiency & Qualification: Developed a developer qualification SOP that reduced integration time by 50%, streamlining onboarding for developers and increasing the opportunity pipeline by 20+ strategic partners.

Conducted market research and developed go-to-market strategies to drive payment growth initiatives, resulting in 41 successful partnerships with international student organizations across multiple verticals.