Marisa Pracilio
Coatesville
Summary
Customer Support and Systems Operations Leader with 15+ years of experience in payment processing, SaaS platforms, and CRM-driven client support environments. Proven success managing merchant and partner relationships, resolving complex technical and operational issues, and delivering high-quality customer experiences in fast-paced fintech organizations. Skilled in onboarding, incident management, cross-functional collaboration, user access administration, and supporting cloud-based payment technologies. Experienced working with CRM systems, SaaS applications, API integrations, and payment processing platforms while maintaining PCI compliance and operational excellence.
Overview
21
21
years of professional experience
Work History
SYSTEM SUPPORT MANAGER
Global Payment Systems
Moorestown, NJ
01.2020 - 08.2025
- Served as the primary support contact for Alliance Partners utilizing payment processing SaaS platforms and CRM-based account management systems.
- Managed and resolved complex issues involving merchant processing, funding, onboarding, account boarding, and user access administration.
- Delivered high-level customer support to merchants, partners, and internal stakeholders while maintaining strong client relationships and service standards.
- Assisted partners with API certifications, transaction troubleshooting, and card brand compliance requirements.
- Supported onboarding and training initiatives for new platform features, SaaS applications, and system enhancements.
- Collaborated cross-functionally with development, operations, and technical teams to resolve escalated issues and improve service delivery.
- Participated in testing, deployment, and migration activities for large-scale backend system conversions involving approximately 400,000 merchants.
- Utilized Azure DevOps and internal CRM tools to track incidents, manage workflows, and communicate updates efficiently.
- Ensured PCI compliance and secure handling of merchant and customer information.
SYSTEM SUPPORT SPECIALIST
EVO / Global Payment Systems
Moorestown, NJ
06.2010 - 12.2019
- Provided technical and operational support for payment processing platforms and SaaS-based merchant applications.
- Investigated customer-reported issues related to transaction processing, connectivity, system functionality, and user access permissions.
- Worked closely with internal departments to resolve support tickets and improve response times and customer satisfaction.
- Maintained and managed user controls and permissions within business-critical applications and CRM environments.
- Developed training materials and guided users through platform functionality and operational procedures.
- Assisted with testing and validation of software updates prior to production deployment.
- Supported merchants and partners by delivering responsive service and effective issue resolution in high-volume environments.
GIFT / LOYALTY MANAGER
Transaction Payment Systems
Moorestown, NJ
02.2005 - 05.2010
- Managed merchant gift and loyalty card programs within a payment technology environment.
- Coordinated merchant onboarding, card setup, terminal configuration, and fulfillment processes.
- Worked directly with merchants to ensure accurate branding, promotional materials, and customer satisfaction.
- Oversaw quality assurance processes for magnetic card production, encoding, and delivery.
- Provided ongoing support to merchants utilizing loyalty and gift card solutions integrated with payment systems.
Education
High School Diploma -
Collingswood High School
Collingswood, NJ01-1998
Skills
- CRM Systems & SaaS Platform Support
- Customer Success & Relationship Management
- Payment Processing & Card Services
- Merchant & Partner Support
- Incident Management & Issue Resolution
- User Training & Onboarding
- API Certifications & Transaction Support
- Azure DevOps
- Microsoft Office Suite & Google Workspace
- Cross-Functional Collaboration
- PCI Compliance & Data Security
- System Testing & Deployment Support
- Conflict Resolution & Escalation Management
Timeline
SYSTEM SUPPORT MANAGER
Global Payment Systems
01.2020 - 08.2025
SYSTEM SUPPORT SPECIALIST
EVO / Global Payment Systems
06.2010 - 12.2019
GIFT / LOYALTY MANAGER
Transaction Payment Systems
02.2005 - 05.2010
High School Diploma -
Collingswood High School