Lindsay Waller
Cataula
Summary
Trusted QA and Client Services Professional with 17+ years in the credit card and payments industry, supporting global financial institutions and Fortune 500 banks such as Barclays, TD, RBC, CIBC, and BMO. Experienced in managing and testing high-impact projects across TS2, web, and mobile platforms, with a strong record of delivering scalable solutions that strengthen compliance, security, and customer trust.
Overview
18
18
years of professional experience
Work History
Business Quality Analyst
Mercury Financial
07.2022 - 09.2025
- Lead end-to-end testing for multiple projects, ensuring accuracy and compliance across all platforms (TS2, web, mobile).
- Directed high-profile initiatives impacting millions of cardholders, including TLP (TSYS Loyalty Program) Conversion across all products, including Spirit Airlines (top U.S. low-cost carrier, 30M+ annual passengers) and Amazon Shop with Points (Amazon’s loyalty redemption program, 300M+ active customer accounts worldwide.)
- Processor migration from 5-day to 7-day cycle, improving efficiency and scalability across large card portfolios.
- Product conversions such as Visa Signature (premium global card program with millions of cardholders) and Best Western (4,700+ hotels worldwide).
- Led the conversion of Cardmember Agreements (CMA) from TSYS to in-house Mercury Financial, ensuring compliance with regulatory requirements and consistency across all products. This initiative reduced vendor dependency, streamlined agreement updates, and improved customer experience for cardholders.
- Partner with solution leads to define business requirements and translate them into detailed test plans.
- Execute and manage test cycles, collaborating with project managers and cross-functional teams to ensure successful delivery.
- Run SQL queries to validate data integrity and support issue resolution throughout the project lifecycle.
- Conduct API testing to validate integrations, data flow, and system functionality between internal and external applications.
- Serve as a QA lead on company-wide initiatives, supporting seamless go-lives and minimizing production defects.
- Recognized as a key asset to the Technology Department, bridging business needs with technical solutions to deliver high-quality outcomes.
Front Office Manager
Sheffield’s Collision
07.2021 - 01.2022
- Directed daily front office operations, balancing customer, insurance, and employee needs.
- Managed payroll, scheduling, and assignments for staff in a fast-paced service environment.
- Onboarded and trained new hires, improving service consistency and operational efficiency.
Client Services Professional
Global Payments / TSYS
08.2007 - 07.2021
- Lead multi-billion dollar financial institution accounts including Barclays (48M+ U.S. cardholders), RBC (Canada’s largest bank), TD (Canada’s 2nd largest bank), CIBC, and BMO, ensuring operational accuracy across authorizations, fraud, chargebacks, and statement processing.
- Designed and implemented scalable solutions for client issues, improving efficiency and accuracy across teams serving millions of cardholders.
- Facilitated executive-level client meetings, providing subject matter expertise and actionable recommendations.
- Served as SME for Mastercard/Visa regulations (including Reg Z), fraud investigations, and chargeback disputes.
- Conducted root-cause investigations of disputes, fraud, and chargebacks; managed arbitration/pre-arbitration processes.
- Trained and coached new hires and team members, improving productivity and compliance across departments.
Education
Bachelor of Business Administration -
Troy State University
Management Training Certificate -
Crucial Conversations for Managers Certificate -
CPR-Certified -
Skills
- Excellent Presentation Skills
- Mainframe/TS2 SME
- Testing Lead on Multiple Projects
- Client services – B2B and B2C relationship building
- Authorization
- AML/Fraud Strategy Support
- Cards
- Statements set-up and issues
- Process design and improvement
- Business requirements understanding
- Organizational planning
- Data analysis
- SQL SME
- JIRA SME
- API knowledge
- Quality assurance
- Facilitation and training
- Talent management
- Time management
- Financial management
Committee And Volunteer Experience
- Morale Booster Committee
- DEMA (Downtown Elementary Magnet Academy)
- YMCA Kids Program
Timeline
Business Quality Analyst
Mercury Financial
07.2022 - 09.2025
Front Office Manager
Sheffield’s Collision
07.2021 - 01.2022
Client Services Professional
Global Payments / TSYS
08.2007 - 07.2021
Bachelor of Business Administration -
Troy State University