Clorassia Gayle Kime Email & Phone Number

Supporting merchants and sales partners, ensuring they have the tools and support necessary to be successful as a partner of West Town Payments, a division of Dart Bank. Delivering merchant service solutions across traditional payment networks and trending payment networks. Responsible for determining the technical and operational feasibility of solutions.

• Manages customer experience by identifying opportunities to improve the customer’s financial wellbeing.
• Delivers a full PNC conversation with every client interaction to identify appropriate PNC solutions. Leverages partners and peers to acquire, expand and retain relationships.
• Educates customers on options for managing financial transactions by leveraging technology, tools and resources.
• Maintains high levels of customer satisfaction by demonstrating commitment through customer interactions.

• Served as a point person for escalated issues within the merchant portfolio which included researching, analyzing and coordinating resolutions
• Managed and motivated employees, including recruitment, training, professional growth, benefits, team-building, and conflict resolution
• Organized quarterly sales meetings for sales representatives, including agendas, professional development, industry changes, and the latest technology
• Managed a portfolio of 250+ medical industry specific accounts providing them with activation assistance, escalation management, and financial inquiry support

• Supervised team of Technical Support Specialists and Installation Technicians
• Streamlined procedures leading to higher efficiency and satisfaction in workflow
• Served as an escalation point of contact for high-level merchants with technical issues
• Helped develop and facilitate a large referral program with American Express which included customized terminal and gateway set ups

• Responsible for smooth front office operations
• Organized hundreds of hard copy merchant files into a new system resulting in increased ease of electronic viewing and retrieval
• Communicated with a diverse clientele including sales representatives, merchants, bank and various association referral partners

• Provided high-level of first call resolution technical support for incoming calls from merchants and sales representatives with regards to credit card terminals and processing
• Programmed and built files for credit card equipment
• Documented the problem resolution for each assigned complaint in detail