Romano Bock

Professionally adept in providing daily operational support and executing full lifecycle application development, encompassing configuration and debugging across various platforms. Proficient in software analysis, requirements assessment, and system risk analysis, with expertise in front-end graphical user interface design, software testing, and quality assurance. Skilled in integrating software with existing systems, performance tuning, and usability enhancements through automation. Dedicated to supporting, maintaining, and documenting software functionalities. Experienced in infrastructure management, ensuring environmental consistency, operational stability, and compliance enforcement, including managing MasterCard & Visa bi-annual scheme releases and ACI/Postilion patch updates. Adept in security engineering, embedding security measures in designs, and ensuring PCIDSS & EMV compliance. Demonstrated proficiency in change control management for new solutions and modifications, ensuring quality changes in both production and staging environments. Proven ability in third-party vendor engagement, logging and following up on bug reports, and ensuring thorough testing of solutions before deployment.

Professionally oversee customer service standards tailored to distinct market segments, ensuring their establishment and maintenance. Monitor customer complaints, identifying trends and root causes for proactive resolution. Anticipate and fulfill customer needs through suitable product and service offerings across various channels, while identifying opportunities for channel migration. Conduct needs analyses for new applications, ensuring transparent disclosure of accreditation, fees, and commissions. Maintain compliance with relevant legislation. Gain insights into local market segments, staying abreast of industry developments, and coach teams on product knowledge and cross-selling techniques. Implement risk management protocols, identifying and mitigating potential risks while upholding internal controls. Lead and mentor staff, addressing training needs and conducting performance evaluations. Efficiently manage workflow, staff leave, and attendance, fostering a culture of empowerment and accountability. Proactively identify cross-selling opportunities and participate in sales and marketing activities to achieve targets. Continuously seek process improvements and address escalated customer queries and complaints while overseeing routine operational tasks.

Implemented and executed a comprehensive sales strategy in Namibia, overseeing sales planning, new client acquisitions, and reporting while actively engaging corporate clientele. Achieved significant growth in monthly turnover, revenue, and market share through effective cross-selling initiatives. Directed and cultivated the performance of the local merchant sales team, ensuring high-level service delivery to customers and maintaining strong relationships with staff and merchants. Managed sales staff, including setting targets, devising strategies, and providing coaching, while consistently meeting or exceeding service level agreements. Proactively identified risks and opportunities, managed payment service providers, and oversaw corporate and Tier 1 merchant accounts. Spearheaded various projects and successfully delivered key objectives.

Proficient in conducting point-of-sale (POS) queries for both on-us and off-us transactions. Experienced in monitoring and revising Electronic Funds Transfer (EFT) and Common Layered Clearing (CLC) files through NamClear system. Skilled in investigating EFT transactions and performing thorough account reconciliations. Capable of executing payments exceeding industry thresholds to agent banks via Real-Time Gross Settlement (RTGS) and Namibia Interbank Settlement System (NISS).

Facilitated seamless transfer of coins to and from branches and Bank of Namibia, ensuring accuracy and compliance. Conducted meticulous confirmation procedures for foreign notes and coins. Implemented rigorous spot checks on staff handling foreign currencies. Proficiently executed account reconciliation tasks to maintain financial integrity and transparency.

Proficiently handle daily cash loading operations, manage the destruction of retained cards and torn notes, and diligently perform office tasks such as recording entries in ATM float accounts, investigating suspicious card activities, and facilitating client refunds as needed. Demonstrate precision in balancing ATMs and resolving discrepancies, alongside meticulous reconciliation of accounts.