Experience

Merchants' Choice Payment Solutions

• United States
• Financial Services
• 1 - 100 Employee

• Retention Specialist

  • Nov 2016 - Present



Capital One

• United States
• Financial Services
• 700 & Above Employee

• Senior Client Service Support Specialist

  • Oct 2014 - Nov 2015

  Conroe, TX • Introduced new Quality Control process that ensured 100% of equipment ordered for New Deployment was shipped same day generating positive customer experiences. • Executed over 900 Service Requests per month with 100% Service Level Agreement (SLA). • Oversaw the reprogramming and downloading of terminal applications with 100% accuracy, including creating V numbers. • Assumed responsibility for monitoring the effective and accurate billing of over 400 new clients per… Show more • Introduced new Quality Control process that ensured 100% of equipment ordered for New Deployment was shipped same day generating positive customer experiences. • Executed over 900 Service Requests per month with 100% Service Level Agreement (SLA). • Oversaw the reprogramming and downloading of terminal applications with 100% accuracy, including creating V numbers. • Assumed responsibility for monitoring the effective and accurate billing of over 400 new clients per month. • Mitigated loss of business revenue by working over 120 ACH Rejects and recouping over $3K per month. • Performed over 250 flawless equipment orders per month. • Handled day-to-day customer support and/or terminal issues on the spot, creating stellar customer experiences. • Earned recognition for being a team player, exemplifying the willingness to always accept additional work.

• Small Business Merchant Services Sales Support Specialist

  • Jan 2010 - Oct 2014

  Conroe, TX • Performed Quality Control on over 200 new applications per month ensuring 100% accuracy. • Scheduled and distributed over 12k referrals to sales force each year. • Executed Pre-Underwriting functions on Merchant Services applications. • Facilitated seamless positive customer satisfaction by working over 1500 banking partner and client emails per year.

• Inside Sales Merchant Advisor

  • Jan 2003 - Jan 2010

  Conroe, TX • Closed sales and achieved all quarterly quotas. • Track record of over-achieving all yearly sales objectives. • Built and maintained rapport with key customers and identified new customer opportunities. • Maintained and improved quality results by following standards, recommending improved policies and procedures.

• Appointment Coordinator

  • Jan 1998 - Jan 2003

  Conroe, TX • Scheduled approximately 240 appointments per month. • Confirmed appointments and re-scheduled missed appointments. • Purified and updated customer changes in database. • Received inbound calls from prospective customers responding to advertising. • Contacted current customer base on current marketing incentives.