Concetta Johnson, Scrum Master Email & Phone Number

Atlanta, Georgia

Promoted to Compliance role to manage the overall gross reporting process for 1 million+ merchants, ensuring compliance with IRS regulations. Support global Account Managers with tax requests. Implemented processes for utilizing third-party systems (National Processing Systems, Salesforce, SharePoint) to manage merchant accounts. Trained 150+ team members on integrated processing systems to correct and revamp tax reporting data.• Minimize productivity disruptions by assisting with integrations and transitions to new systems• Prevent costly fines by producing error-free results in compliance with strict regulations• Exceed productivity goals by updating 50+ accounts per day

Atlanta, Ga

Earned promotion to Analyst role to monitor transaction processing (approvals, denials, and technical errors) for 10-20 accounts per day. Created six comprehensive reports leveraging query reports including qualitative and quantitative data on software vulnerability, processing speeds, and user-friendly experiences for Management. • Decreased risk from 5% to 1% by investigating and analyzing credit card transaction alerts • Influenced data-driven decision making by compiling key data into consumable and actionable reports • Minimized business interruptions for clients by maintaining a <10% rate for technical credit card denials

Atlanta, Ga

Served as lead point of contact for escalated technical support inquiries. Performed troubleshooting, installations, and routine help desk duties. Utilized salesforce to manage merchant’s accounts. • Earned 100% customer satisfaction rating • Led team of ten, prioritizing professional development and growth• Demystified technical topics by creating company-wide manuals to document processes

Flowery Branch, Ga

Managed recruiting department and performed full-cycle recruiting for a high volume of positions with strict deadlines. Served as the main point of contact for 250+ contractors.• Managed two employees, recognizing their strengths and improving their weaknesses• Increased applicant pool by forging strategic partnerships to source qualified applicants• Won Employee of the Month due to producing high-quality work and outperforming expectations

Bachelor Of Applied Science - Basc, Technology Management; Minor In Business Administration

Activities and Societies: Beauty and Brains, Sigma Alpha Pi Leadership Honor Society

Associates Degree, Computer Networking

Activities and Societies: Beauty and Brains, PowerHouse Models, and Sigma Alpha Pi Leadership Honor Society

Certificate, Web Page, Digital/Multimedia And Information Resources Design

Bachelor Of Applied Science - Basc, Computer Systems Networking And Telecommunications