Experience

VCI (VeriCheck, Inc.)

• United States
• Financial Services
• 1 - 100 Employee

• Financial Analyst

  • Jun 2021 - Present

  United States

• Relationship Enhancement Coordinator

  • Feb 2020 - Jun 2021

  Remote * Build and maintain relationships with clients and key personnel within customer companies. * Conduct business reviews to ensure clients are satisfied with their products and services. * Letting customers know about other products the company offers. * Achieve client relationship targets and KPI’s as set by the Head of Sales. * Escalate and resolve areas of concern as raised by clients. * Carryout client satisfaction surveys and reviews. * Monitor company performance against… Show more * Build and maintain relationships with clients and key personnel within customer companies. * Conduct business reviews to ensure clients are satisfied with their products and services. * Letting customers know about other products the company offers. * Achieve client relationship targets and KPI’s as set by the Head of Sales. * Escalate and resolve areas of concern as raised by clients. * Carryout client satisfaction surveys and reviews. * Monitor company performance against service level agreements and flag potential issues. * Liaising with internal departments to ensure client needs are fulfilled effectively. * Renew existing agreements and pricing to fit current customer/company needs. * Monitor newly boarded merchants to ensure timely processing. Contact the merchant/ISO to identify and address processing impediments. Update the non-processing list. Use new information to deepen merchant and ISO relationships and drive new revenue. * Monitor previously processing merchants (i.e. "stale" merchants). Contact the merchant/ISO to identify and address processing impediments. Update the "stale" merchant list. Use new information to deepen merchant and ISO relationships and drive new revenue. * Monitor ISO portfolios. Contact "stale" ISOs to identify and boarding impediments. Update "stale ISO list". Use new information to deepen ISO relationships and drive new revenue. * Track contracts that are soon to be expired and contact customers for renewals. * Develop product presentations and demonstrations to customers. * Analyze customer feedback and develop new techniques to ensure customer retention. * Perform customer negotiations and reach a fair conclusion from both business and customer perspectives * Other duties as assigned and as necessary

• Customer Experience/Retention Lead

  • May 2019 - Mar 2020

  Greater Atlanta Area • Create, supervise and oversee the execution of the Customer Support and Retention workflow, projects, as well as the coordination of internal and external stakeholders • Training/coaching and support of new and existing team members • Complete call quality review and align with partners on customer support/experience expectations • Drive Client loyalty, including conceptualization, development, implementation, testing, post go live support/analysis, as well as ongoing evaluation… Show more • Create, supervise and oversee the execution of the Customer Support and Retention workflow, projects, as well as the coordination of internal and external stakeholders • Training/coaching and support of new and existing team members • Complete call quality review and align with partners on customer support/experience expectations • Drive Client loyalty, including conceptualization, development, implementation, testing, post go live support/analysis, as well as ongoing evaluation, maintenance and evolution of existing and new merchants/ISOs • Maintain and manage Support inbox and ticketing system • Address standard application, products and services questions, as needed • Set up new merchant and ISO accounts • Resolve customer complaints and assist dissatisfied customers. Resolve customer concerns by determining cause of problem, explain best solution to solve, expedite correction/update and follow up to ensure resolution. Resolve escalated merchant and ISO requests • Analyze and escalate potential fraud and high-risk account alerts; memorialize and escalation exceptions • Process end of day file conversion create ACH files, logging end of day figures; as assigned by Management • Liaison between general staff, Support team, Underwriting team, Management and Executive level stakeholders • Collaborate with Executive and Customer Support team to develop and revise Customer Support Policy and Procedures, templates and forms • Generate, develop and distribute Customer Support/Retention metrics to Executive management • Communicate potential fraud and high-risk account alerts to appropriate areas • Generate and monitor transaction reports for settlement detail, possible fraud and anomalies • Attend multiple internal Underwriting, Risk, Support and Management meetings • Analyze, revise and develop Customer Support SLA’s and merchant/ISO customer satisfaction feedback



Worldpay

• United Kingdom
• Financial Services
• 700 & Above Employee

• Operations Research Analyst

  • Sep 2018 - Jun 2019

  • Identified and resolved various procedural and process credit transaction anomalies • Resolved 9 out of 10 incident cases within 2 business days, minimizing customer impact • Tracked production performance trends via SQL and Visual Basic for Microsoft Excel, providing daily updates to operations leadership team • Provided potential impact analysis and mitigation plans for substantial company incidents • Identifying and resolving process anomalies • Data mining

• Platinum Client Service Advisor - Team Lead

  • Jul 2015 - Jun 2019

  Atlanta, Georgia • Partner with our customers to solve their escalated business problems. • Provide ongoing support via phone and email to our merchant base regarding escalated billing, pricing, system errors, and overall transaction processing inquiries. • Adhere to established support guidelines and make suggestions to change these as needed. • Provide knowledge and guidance to 15+ inbound call center agents. • Assist agents in completing cross sales and complete new and renewal Guaranteed Rate… Show more • Partner with our customers to solve their escalated business problems. • Provide ongoing support via phone and email to our merchant base regarding escalated billing, pricing, system errors, and overall transaction processing inquiries. • Adhere to established support guidelines and make suggestions to change these as needed. • Provide knowledge and guidance to 15+ inbound call center agents. • Assist agents in completing cross sales and complete new and renewal Guaranteed Rate Agreements for the high volume merchant accounts. • Made decisions to fit the merchant as well as the needs of the business in escalated issues. • Provide follow up via email and by phone to merchants to ensure satisfaction and net promotor scores of a 9+. • Report directly to Director, Vice President of Operations, Chief of Operations and Executive Leadership Team with status updates on executive level escalations. • Respond to Better Business Bureau complaints.

• Training Specialist/Subject Matter Expert

  • Jan 2015 - Jun 2019

  •Train and support new hire agents who provide customer support and technical assistance to 325+ merchants daily. • Facilitates instructor-led training for existing employees and creates job aids to meet department needs. •Provide daily individual coaching and feedback for continuous improvement on each agent's overall performance; along with weekly goal setting and skill development. •Prepare weekly performance reports of each agent to share with upper level management. … Show more •Train and support new hire agents who provide customer support and technical assistance to 325+ merchants daily. • Facilitates instructor-led training for existing employees and creates job aids to meet department needs. •Provide daily individual coaching and feedback for continuous improvement on each agent's overall performance; along with weekly goal setting and skill development. •Prepare weekly performance reports of each agent to share with upper level management. - Advanced new hires with a 98% graduation rate. - Support and manage agents in achieving a call quality average of 90%. - Assist agents with technical and soft skills earning an average of 9.998 out of 10 NPS rating.

• Billing /Technical Support Specialist

  • Mar 2014 - Jan 2015

  Greater Atlanta Area • Partnered with our customers to solve their business needs. • Provided ongoing support via phone and email to our merchant base regarding billing, pricing, system and equipment errors, technical support and overall transaction processing inquiries. • Adhered to established support guidelines and make suggestions to change these as needed.



InComm

• Brazil

• Managed Care Representative

  • Oct 2011 - Dec 2013

  Jacksonville, Florida Primary level support of customer care issues related to, but not limited to, payment investigations, InComm Self Service Machines (SSM), fraud investigations, tier 1 technical support. • Resolved customer concerns by either addressing the need immediately or escalating the call to the proper team if absolutely necessary. • Researched and analyzed system and technical issues affecting InComm operations (reported or not reported), escalating them timely, appropriately and… Show more Primary level support of customer care issues related to, but not limited to, payment investigations, InComm Self Service Machines (SSM), fraud investigations, tier 1 technical support. • Resolved customer concerns by either addressing the need immediately or escalating the call to the proper team if absolutely necessary. • Researched and analyzed system and technical issues affecting InComm operations (reported or not reported), escalating them timely, appropriately and accurately. • Provided immediate and thorough support for SSM machines, including carrier/customer/dealer payment processing issues. • Accurately used the Customer Relationship Management (CRM) ticketing system where all customer (InComm services end user, dealer, carrier or market team) interactions are captured and recorded within CRM. • Assisted the market team with the installation, maintenance and training of proprietary software and equipment. • Exhibited professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor. • Assisted with the production of job aids and documentation to support Customer Care work duties or other departmental team needs. Show less



Advantage Cable Services

• Front Counter Associate

  • Feb 2009 - Aug 2011

  Jacksonville, Florida • Operated and balanced a cash drawer while doing face to face transactions with customers inquiring about and paying for cable services. • Issued proper equipment for services provided. • Entered data from receipts into equipment tracking system.