Experience

Shelterluv

• Software Development
• 1 - 100 Employee

• Customer Solutions Manager

  • Jun 2022 - Present



Gravity Payments

• United States
• Financial Services
• 100 - 200 Employee

• Vet Team Operations Lead

  • Dec 2020 - Dec 2021

  Managed onboarding of new Veterinary software partnerships, including the beta testing process and interdepartmental communication to ensure successful launch.Acted as the main point of contact for recently boarded partners whenever questions or issues arose.Prepared Salesforce reports, analytical tools, and product trainings for the Veterinary sales team.Handled escalated Veterinary merchant issues while also executing various operational and training projects for both the Veterinary sales team and the company as a whole. Show less

• Vet Team Onboarding/Sales Coordinator

  • Mar 2019 - Nov 2020

  Built and implemented a new post-sale onboarding process for our Veterinary merchants, reducing the average merchant go-live time from 31 days to 17 days.Provided troubleshooting support and account management to retain existing merchants.Ensured the Veterinary sales team stayed up to date with technical knowledge and updates via trainings and one-on-one support.

• Merchant Support Engineer

  • Aug 2017 - Mar 2019

  Provided technical support to merchants for our payment processing services and credit card terminals, in addition to helping them with reconciliation, third party POS issues, and chargebacks.Specialized in fraud and chargeback mediation, consultation, and both internal and merchant training, allowing the company to save over $6000 in chargeback-related merchant refunds.Cross-trained for 6 months in Underwriting, handling risk analysis and onboarding of new accounts while also implementing various process improvements to help our internal teams and our merchants be more efficient. Show less



Jack Henry

• United States
• Financial Services
• 700 & Above Employee

• Client Service/Card Services Specialist

  • Feb 2017 - Aug 2017

  Received and filed chargebacks for a portfolio of banks and credit unions, and provided chargeback advice and technical support as needed. Received and filed chargebacks for a portfolio of banks and credit unions, and provided chargeback advice and technical support as needed.



Qualstar Credit Union

• Banking
• 1 - 100 Employee

• Card Services and Risk Specialist

  • Jun 2015 - Sep 2016

  Received and processed members' card disputes, including fraud and non-fraud. Reviewed suspicious activity reports including large transaction and AML reports to identify and prevent potential fraud. Provided internal training and support of our card fraud prevention technology. Analyzed fraud trends in real-time to implement adjustments to the fraud prevention modules.

• Senior Member Service Representative

  • Oct 2012 - Jun 2015

  Handled escalated calls and cases from members and ensured they received excellent service.Prepared and implemented training of new employees.Handled side projects such as opening new accounts, processing incoming mail, and testing new internal technology.