SUZANA GETSOVA
B2B Service Operations Manager
Sofia
Summary
Results-driven payments professional with 4+ years of experience in Fintech and Digital Wallets (Skrill, Neteller, Paysafe). Proven expertise in merchant services, payment processing, risk management, and regulatory compliance. Adept at building strong relationships with merchants, optimizing payment solutions, and driving revenue growth. Strong communicator with a track record of building stakeholder trust and delivering innovative solutions in fast-paced payment ecosystems. Service operations professional with strong background in optimizing service delivery and enhancing customer satisfaction. Demonstrates solid focus on team collaboration, ensuring reliable and adaptable performance to meet changing needs. Skilled in process improvement, resource management, and strategic planning. Known for effective communication, problem-solving, and leadership abilities.
Overview
4
4
years of professional experience
Work History
B2B Service Operations Manager
Paysafe
03.2024 - Current
- Designed and implemented end-to-end training and quality assurance programs for merchant support, raising service performance and compliance standards across Skrill and Neteller.
- Conducted technical training and provided subject-matter expertise on payment infrastructure, incident monitoring (Splunk), and digital wallet operations.
- Partnered with stakeholders to optimize merchant support processes, improving resolution time and client satisfaction.
Collaborated with product and engineering teams to optimize payment workflows, enhance customer experience, and ensure seamless integration of payment solutions for merchants.
Senior Merchant Services Representative
Paysafe
12.2022 - 03.2024
- Delivered customized payment processing solutions for enterprise-level merchants, including fraud prevention, chargeback management, and payment optimization.
- Managed high-value merchant accounts, acting as a strategic advisor on payment technologies and industry best practices.
- Mentored and coached junior agents, strengthening team expertise in payment gateways, compliance, and merchant onboarding.
Merchant Services Representative
Paysafe
06.2021 - 12.2022
- Supported merchants with payment processing integrations (credit/debit cards, e-commerce, mobile payments).
- Ensured compliance with PCI DSS standards and mitigated risks across payment channels.
- Built strong client relationships and served as primary contact for troubleshooting and technical support.
Education
High School Degree - Information Technology and Mathematics
SOU Otec Paisii
05.2016
International Relations
University of National And World Economy (UNWE)
Sofia, BulgariaSkills
- Merchant Relationship Management
- Payment Solutions & Optimization
- Digital Wallets (Skrill, Neteller, Paysafe)
- Risk & Fraud Management
- Regulatory Compliance (PCI DSS, AML)
- Stakeholder Management
- Technical Training & Quality Assurance
- Data Analysis & Incident Monitoring (Splunk)
- Microsoft Office
Timeline
B2B Service Operations Manager
Paysafe
03.2024 - Current
Senior Merchant Services Representative
Paysafe
12.2022 - 03.2024
Merchant Services Representative
Paysafe
06.2021 - 12.2022
High School Degree - Information Technology and Mathematics
SOU Otec Paisii
International Relations
University of National And World Economy (UNWE)
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