Kenny Gutierrez

Operations Associate

Elizabeth, New Jersey, United States10 yrs 6 mos experience

Highly Stable

Key Highlights

Expert in incident management and payment operations.
Strong background in quality assurance and regulatory compliance.
Proven ability to optimize transaction workflows.

Stackforce AI infers this person is a Fintech professional with expertise in payment operations and quality assurance.

Contact

Skills

Core Skills

Incident ManagementPayment OperationsQuality AssuranceCustomer AnalysisAch PaymentsWire Transfers

Other Skills

Analytical SkillsAuditingBusiness InsightsBusiness OperationsCross-Functional CollaborationCustomer Experience AnalysisCustomer Relationship Management (CRM)Customer Satisfaction ResearchCustomer ServiceDaily OperationsData AnalysisData-Driven InsightsElectronic Funds TransfersElectronic PaymentsFinTech

About

Leading the charge in Melio's payment operations, the focus is on ensuring uninterrupted transaction flows and customer satisfaction. The team's expertise in incident management, coupled with a robust understanding of ACH and wire transfers, drives the swift resolution of critical incidents. Together, we've fine-tuned our processes, enhancing the stability and reliability of our payment systems. With a background as a Subject Matter Expert at Novo, the approach to quality assurance is deeply rooted in collaboration and customer-centric problem-solving. This foundation has been instrumental in optimizing transaction workflows and maintaining regulatory compliance. At Melio, these competencies are leveraged daily to fortify payment operations and to contribute to a seamless financial experience for our users.

Experience

10 yrs 6 mos

Total Experience

1 yr 7 mos

Average Tenure

1 yr 3 mos

Current Experience

Melio

Incident Management Analyst

Mar 2025 – Present · 1 yr 3 mos

As an Incident Management Analyst at Melio, I play a key role in ensuring the stability, efficiency, and reliability of our payment operations. I work cross-functionally to monitor, investigate, and resolve critical incidents impacting transactions, ensuring a seamless payment experience for our customers.
Key Responsibilities:
🔹 Incident Detection & Resolution: Monitor real-time payment processing alerts, troubleshoot failures, and collaborate with engineering, risk, and operations teams to drive rapid resolution.
🔹 Root Cause Analysis: Analyze transaction trends, error codes, and customer reports to identify systemic issues and implement long-term fixes.
🔹 Process Optimization: Improve incident response workflows by refining escalation procedures and developing proactive monitoring tools.
🔹 Cross-Functional Collaboration: Work closely with Product, Risk, Compliance, and Customer Success teams to minimize disruptions and enhance operational efficiency.
🔹 Data-Driven Insights: Utilize reporting tools to track incident trends, assess payment performance, and recommend optimizations that improve platform reliability.

Incident Detection & ResolutionRoot Cause AnalysisProcess OptimizationCross-Functional CollaborationData-Driven InsightsIncident Management+1

Novo

2 roles

Quality Assurance Specialist

Mar 2022 – Oct 2024 · 2 yrs 7 mos

AuditingTest AutomationStrategic InsightsLoyalty AnalyticsCustomer AnalysisSystems Improvement+11

Subject Matter Expert

Mar 2021 – Mar 2022 · 1 yr

In my role as a Subject Matter Expert (SME) at Novo, I specialized in ACH, wire transfers, and debit transactions, ensuring smooth and efficient payment processing while minimizing risk. I worked closely with cross-functional teams, including compliance, operations, and product, to streamline transaction workflows and resolve complex payment issues.
I played an integral part in maintaining regulatory compliance and fraud prevention measures, ensuring that all payment operations adhered to industry standards. By identifying opportunities for process optimization, I contributed to the enhancement of payment systems and helped scale operations in a rapidly growing fintech environment.

Support ManagementWireACH PaymentsPaymentsManagementBusiness Operations+8