Experience

GHX

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Director of Channel Sales

  • Feb 2022 - Present

• Director of Payment Operations

  • Jun 2020 - Feb 2022

• Manager of ePay Customer Support

  • Jun 2016 - Jun 2020

  • Lead team with highest Customer Satisfaction Score across all GHX – 95% Top Box avg• Outline and strategize support processes to drive customer satisfaction• Develop various product enhancements to improve overall customer experience• Aligned all ePay Support into the existing GHX Support Ops. This included incident management, categorization and root causes, OLAs, escalation management, knowledge articles, and Customer Satisfaction Survey process and follow up• Support CDM team in customer facing meetings, bringing value to the customer experience and fulfilling direct needs of the customer

• Supervisor of Customer Service

  • Apr 2014 - Jun 2016

  • Performed all support functions and educated providers, suppliers and bank partners• Completed project to develop the Case Management application in Salesforce to fit ever-changing business needs and track support cases• Developed reporting metrics for monthly customer service reports for bank partners and board members• Performed daily credit card reconciliation, working with providers and suppliers to ensure all business needs were met and accounts balanced at month-end



Elkhorn Soccer Club

• Soccer Coach/Trainer

  • Jun 2009 - Jun 2015

  * Planned and executed tryout activities for ages U-8 through U-18* Organized yearly schedule for U-9 and U-10 teams including, leagues, tournaments, fees, expectations, and training.* Taught and assessed athletes through skill sessions.* Communicated successes and concerns with parents and other coaches.* Coordinated summer camps for ages U-8 through U-11. * Planned and executed tryout activities for ages U-8 through U-18* Organized yearly schedule for U-9 and U-10 teams including, leagues, tournaments, fees, expectations, and training.* Taught and assessed athletes through skill sessions.* Communicated successes and concerns with parents and other coaches.* Coordinated summer camps for ages U-8 through U-11.



First Data Corporation

• Fraud Analyst

  • Jul 2012 - Apr 2014

  First DataFraud and Risk Analyst • Omaha, NE • July 2012 – April 2014• Maintained a complete and thorough understanding of all Fraud & Risk products and advise clients on how to best utilize the entire fraud package.• Analyzed previous and current fraud trends to determine how to best construct Fraud rules for clients.• Managed and executed a project of migrating new and existing clients onto an upgraded Fraud product that better fits the client’s needs.• Maintained and serviced all Fraud products for First Data’s largest debit client.