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Skills

  • Cross-functional team collaboration
  • Fraud detection and prevention
  • Cost reduction through payment automation
  • Warehousing functions
  • POS systems expert
  • Strategic sales knowledge
  • Compliance with PCI-DSS standards
  • Training development aptitude
  • Complex payment issue troubleshooting
  • Receiving support

Work Experiences

  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Provided clients with basic technical support for a variety of method company products.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Collaborated with vendors to plan more than 10 daily pickups and weekly deliveries.
  • Taught new employees about the company's operations, policies, and services.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.
  • Assisted and cross-trained other customer service managers.

Summaries

  • Achieved success in providing unsurpassed customer service.
  • Very knowledgeable about Power BI, as well as procedure competitors and offerings.
  • Payment Solutions Associate who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Payment Solutions Associate is a multi-talented Payment Solutions Associate who is consistently rewarded for planning and operational improvements.
  • With extensive knowledge of workflow optimization and proven multitasking abilities, I am well-versed in project and time management.
  • Jira and initiative techniques have been taught to me.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Payment Solutions Associate with 18 years of successful performance reporting and team leadership experience.
  • Expert at providing relevant information and options for resolving problems effectively.

Accomplishments

  • Managed a portfolio of 9 accounts, reducing overdue collections by 49% through timely follow-ups.
  • Tested and deployed new billing software across 9 regions, reducing overall transaction processing times by 12%.
  • Collaborated with IT and finance teams to troubleshoot payment API errors, reducing failure rates by 62% over 15 months.
  • Resolved product issue through consumer testing.
  • Successfully reconciled high-value transactions worth over $9 in 2021, meeting SLA targets consistently.
  • Optimized payment workflows for QuickBooks, increasing overall processing speed by 32% and decreasing downtime by 17 hours.
  • Collaborated with team of 2 in the development of process.
  • Partnered with 8 internal departments, simplifying billing workflows which improved productivity by 49%.
  • Delivered in-depth training on category, maintaining 100% compliance for 2015.
  • Orchestrated a system-wide upgrade of payment software, saving an average of 17 hours weekly in reconciliation efforts.

Affiliations

  • National Association of Social Workers
  • Financial Data and Technology Association (FDATA)
  • National Payment Systems Conference (NPSC)
  • International Association of Financial Crimes Investigators (IAFCI)
  • FinTech Professionals Network
  • International Payment Systems Research Group (IPSRG)
  • American Society of Safety Professionals
  • Blockchain Professional Association
  • National Automated Clearing House Association (NACHA)
  • Society for Worldwide Interbank Financial Telecommunication (SWIFT)

Certifications

  • Payments 101: Fundamentals of Electronic Payment Systems from Nacha
  • CompTIA Security+
  • Certified eCommerce Fraud Professional (CEFP)
  • Salesforce
  • ServSafe
  • AWS Certified Cloud Practitioner – Financial Services Solutions
  • Certified Treasury Professional (CTP) by the Association for Financial Professionals (AFP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Global Sanctions Specialist (CGSS) by metric
  • Certified Anti-Money Laundering Specialist (CAMS) by ACAMS

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