Experience

Cayan LLC

• United States
• Financial Services
• 1 - 100 Employee

• Agent Support Specialist

  • Jun 2017 - Present



Vantiv

• United States
• Financial Services
• 300 - 400 Employee

• MAT ACTIVATION SME (Subject Matter Expert)

  • Jun 2010 - Present

  * Provided back-up support to Contact Center as needed including service level management, shift leadership, floor walking, schedule adherence, performance tracking, & coaching. * Exhibited courteous, timely, and accurate issue resolution to customers in answering inquiries and solving problems related to Credit, Debit, Merchant, banking, and Financial Institution needs. * Promptly acted to resolve miscellaneous convoluted issues, explicitly identify the root cause, and further escalate as needed. * Handled incoming calls in multiple work or skill groups if necessary for best interest of customers and company. * Demonstrated advanced knowledge and leadership traits to resolve escalated issues including dilligent research, supervisor calls, and floor management as needed. Show less



Fifth Third Processing Solutions

• Escalation Specialist

  • 2005 - Present

  •Utilized strong judgment skills to handle routine, non-routine, contact center calls of various complexity. •Handled escalated/supervisor calls and questions from tenured and or less experienced staff. • Monitored incoming escalation calls and performance statistics and strived to improve targeted performance metrics. • With thorough observation coached & acted as a mentor to less experienced employees. •Operated systems and applications in proficient manner and demonstrated the ability to assist and coach others to do the same. •Facilitated team communication as directed by Supervisor. • Also completed special projects as specifically assigned. Show less



Fifth Third Bank

• United States
• Financial Services
• 700 & Above Employee

• Technical Support

  • May 2005 - Jan 2006