William Westphal

Lead and coordinate Back Office operations for an international payments company, overseeing daily activities across Product, IT, Finance, and Commercial teams. Responsible for supporting daily operations, driving efficiency, and ensuring service excellence. Recruited, trained, and developed the Support team with a strong emphasis on response time, collaboration, service quality, and operational performance. Drove continuous process improvements to increase efficiency, transparency, and cross‑department coordination. Key achievement: led the migration of the CRM system to a modern AI‑driven platform, optimizing workflows, reducing costs, improving response speed, and delivering real‑time KPI visibility for account managers and leadership.

Lead daily back-office operations across Product, IT, Finance, and Commercial teams; overseeing support functions and driving process improvements. Focus on response time, service quality, and cross-department coordination. Achieved migration of CRM to AI-driven platform, optimizing workflows and enabling real-time KPI visibility.

Oversee Customer Experience Back Office operations, with responsibility for reporting, strategic planning, and process design. Led a seven‑person team ensuring compliance, operational efficiency, and proactive issue resolution for merchants. Drove workflow optimization through automation and data analysis; strengthened cross‑functional collaboration and improved service performance and customer satisfaction. Key achievement: Established and led a cross‑functional task force to improve financial and operational response times for IT‑related incidents. Applied incident management benchmarking to define ownership structures, streamline escalation flows, and implement process enhancements across departments. Implemented enhanced monitoring and alert mechanisms for suspicious transactional behavior, contributing to fraud prevention and faster operational response and cross‑team coordination.