Erik V. Email & Phone Number

Tampa, Fl

EVO Payments Inc. was acquired by Global Payments Inc. on Aug 2022• Performing credit underwriting in multiple systems.• Underwriting of B2B & Consumer credit applications for credit card processing.• Properly identifying risk and ensuring KYC / company, AML standards & policies are met.• Identifying potential fraud and conducting fraud prevention analysis & reviews on new merchant applications.• Evaluating new merchant risk levels using a variety of techniques & resources.• Working with different departments and teams from sales, credit underwriting to quality control and technical support when needed. • Working closely daily with sales reps, sales managers, relationship managers and sales coordinators. • Conducting fraud prevention calls to merchants when applicable.• Assisting with potential fraud related request including officer / ownership changes.• Create monthly reports & process manuals when needed.• Review merchant credit and financial documentation for consumers and businesses.

Tampa, Fl

• Create and monitor new merchant boarding workflow processes and procedures.• Provide recommendations for improvements in processes to mainstream the boarding of new merchant accounts.• Monitor implementation of processes for new account boarding departments.• Perform quality assurance task on new merchant accounts as needed to ensure data integrity.• Perform audits as necessary on merchant data updates to ensure employee update task were completed successfully.• Creation of daily reports to monitor pending new merchant boarding accounts and pending merchant update tasks.• Development of QA checklists to ensure critical merchant data needed is properly reviewed and QA'd.• Assist with new quality control rep training and mentoring.• Continuous review of new account boarding processes to reduce errors, redundancies to better streamline productivity.• Provide support when needed to several departments including, new account boarding, premier accounts, sales reps, partner relationship managers, technical support teams, deployment, support services, product, IT, and sales coordinators.• Effectively manage emails from multiple departments and manage multiple work request queues.• Request error corrections and perform validation QA of such work completed.• Perform daily task in a wide variety of different systems.• Recommend system improvements when requested.• Reporting of GAP system errors and other online resource issues.• Creation of the QA quick resource guide (Q.R.G) to provide new quality control reps a resource to handle a variety of daily task.• Creation of job aids to assist new quality control reps in performing single specific new merchant boarding QA task.• Attending multiple weekly meetings with multiple departments, gather and organize notes of critical points that may affect new merchant boarding processes.• Hosting quality control meetings to review pending issues and provide updates.

Tampa, Fl

• Provide white glove world class technical support/customer service to merchants processing through EVO Payments International's certified devices and integrated POS solutions.• Provide friendly knowledgeable technical support to merchants experiencing processing issues or difficulties.• Secure verify merchants, research batches, and provide transactional information to merchants upon request.• Identify & research technical errors and provide fast remedies and/or resolutions to re-establish credit card processing services in a respectful and timely manner.• Assist Dealers/Vendors/ISO's/Merchants with proper initial setup of devices whether standalone terminal or integrated POS and/or pinpad/s, may also include device downloads in-house or 3rd party.• Managing conference calls between Dealers/ISO's/3rdParty Companies &Merchants to resolve complex technical issues.• Submitting new file build request to support certain merchant upgrades or new installs.• Assist by mentoring new technical support agents when asked.• Handling of sensitive Rekey QA information and having a high attention to detail when creating documents to send to merchants and or Dealers.• Leading complex Rekey QA projects that require swift and accurate detailed resolutions.• Communicating effectively with other departments and co-workers to provide White Glove Services to merchants.• Create database entries for all Rekey request, create liability forms, and format excel spreadsheets to email merchants as part of the Rekey QA process.• Responding to Rekey QA emails accordingly in a prompt friendly and professional manner.• Provide bilingual support in both the Technical Support and Rekey department as needed.

Clearwater, Fl

• Provide technical and software support to contracted VeriFone P.O.S clients.• Trained on Ruby Only, Ruby/Sapphire & Topaz XL touchscreen / Sapphire / Commander Petro sites.• Provided technical support via live chat from the support.verifone.com website site chat portal. On average I would assist approx. three customers at a time on chat.• Provide network, pin pad, register, device & configuration solutions.• Analyze and recommend the best course of action to resolve issue in timely manner.• Assist with credit/debit network and device issues.• Assist with resolving fueling issues such as stuck fuel sales, fast credit pending’s, reserved pumps, pumps on hold, reporting issues, troubleshooting PES Personal Earth Stations, satellite connections, devices, and network devices such as hubs, switches, routers, (UPS) Uninterrupted Power Supply, perform remote database updates, password resets, device diagnostics on pin pads, scanners, DCR's/Dispenser Card Readers.• Provide support for loyalty card issues, gift cards, back-office support for sapphire & commander site configurations, also tasked with providing support for VeriFone P.O.S back-office management software (Sapphire Configuration Manager, Sapphire Transaction Manager, Sapphire Report Navigator applications).• Perform remote scans on sapphire for possible file corruption or missing system files.• Access networks via Dial-In, VPN or Direct IP• Logging all calls in Amdocs with detailed case notes on each call.• Deliver excellent and kind customer support service on every call.• Completion of Commander certification in March 2015, on track to move on toV.A.S.C. Training Certification.

Tampa, Fl

• Responsible for redesigning MHS’s @Par software interface for handheld devices for release 2.6.7.• My finished designs launched in May 2013 and will be featured in over 66 hospitals nationwide. It will be seen mainly by users (hospital nurses or material managers) who log into MHS’s @Par inventory software application through a handheld device to perform normal inventory scanning.• Using Photoshop CS6 & CC my design work included redesign of @Par’s software logo, complete redesign of three different login screens for different handheld device models (all different resolutions & dpi types), which was later ok’d for the next software release.• Redesigning MHS’s POU (Point of Use) software application screens, a new software application designed for use during surgeries.• These designs included over 50 complex screens which would be used on touchscreen Elo-monitors, all with different buttons, icons, and tables. I was also requested to do a complete redesign of their G.U.I. keyboard for their touch screen monitors.• Other duties included client-side software support for 66 hospitals nationwide for MHS’s hospital inventory management software @Par.• Responsible for logging support cases into Salesforce for clients either by phone, internet and or email and taking ownership of such case from documentation to resolution.• Routine communication with level II technical support regarding cases that required additional support.• Responsible for MHS’s hospital inventory label design for all 66 hospitals. • Contact and daily follow-ups with clients by email & phone regarding any resolutions and or update notifications.• Provided 24/7 hospital inventory management support with company laptop and company iphone 5 (personal hotspot capable) 7 days a week once a month for over 11 months.

St Petersburg, Fl

▪ Supported international (Latin American) clients by providing exceptional sales & customer support.▪ Communicated with R & D, P.D.I & Logistics regarding high priority client production line inquiries.▪ Assisting international sales managers and accounting.▪ Managed international container shipments documentation, provide bill of lading and certificate of origin to clients and secure secondary copies for corporate I.S.O. certified record filling system.▪ Contact and daily follow-ups with clients by email regarding any manufacturing/production notifications.▪ Process purchase orders for window film sales using oracle databasesystem, research oracle system to verify current manufacturer/branch stock availability, raw materials on order, production run dates and clients with open back orders.

Tampa, Fl

• Working independently to secure fresh leads and potential advertising prospects.• Managed and helped design advertising marketing materials for New Tampa branch.• B2B sales, high pressure face to face advertising sales experience.• Coordinated simultaneous sales and presentation appointments.• Finalized sales contracts by set deadlines.• Met and exceeded weekly/monthly/quarterly corporate sales quotas totaling 81K+ in less than 8 months.• Success training and mentoring new advertising sales representatives.• Prepared sales reports, executive summaries and advertiser newsletters, data entry, faxing, follow-ups.

St Petersburg, Fl

Assisted and provided customer service and support to Verizon land-line and wireless customers.• Managed product updates, market trends and logistical research for O.M.• Created marketing business proposals for Verizon business clients.• Familiar with taking on high priority projects to be completed by set deadlines.• Organize power point presentations, excel sheet preparations and marketing programs.• Trained and mentored new customer service representatives (CSR's).• Conducted competitive analysis and research to enhance Verizon's directorystore.com marketing product line.• Prepared reports, executive summaries and newsletters, data entry, faxing, follow-ups.• Planned department events & activities for the Verizon directory store activity committee.• Notable recognition: Original creator of the concept of Verizon Pre-Paid gift cards for Landline DSL, Cable etc. Received a thank you email from the former chairman and CEO of Verizon Communications Inc. Ivan G. Seidenberg for the idea.

Tallahassee, Fl

Served as a liaison for (C.F.O) chief financial officer of OFSFA and federal student loan borrowers.• Customer service - providing information to borrower concerning their defaulted student loan status.• Secured paid in full letters, promissory notes.• Trained and mentored new administrative assistants.• Assisted English/Spanish speaking borrowers.