Part of internal team to launch new partnership with West AmericaBank and TSYS, including bi-monthly TAR calls with TSYS and thebank.Ensure Terminal programs were PCI complaint.Worked Directly with Dejavoo, Ingenico, and Pax on terminal fileupdates.Developed and launched Customer Service and Technical SportDepartment for a direct ISO relationship with TSYS.Developed Policy, Procedures and Training Material for MerchantSupport, and Terminal training.Hired and trained a staff of 11 Client Service Representatives.Researched and launched a new phone system to support ISO roll out,saving the company $275,000 a year from current plan.Assisted in facilitating beta testing, training, and launching ofcompany developed and owned gateway, MLSXpress.Developed Training for Terminal and statement training of CashDiscount Program.Established and launched Departmental KPI, and Employee Standards

Cut attrition by 40%, by launching retention team, focusing on client relationship and consultative sales.Increased internal sales productions by 65%.Implemented new Sales approach, which increased revenue by 35%.Developed and launched Association Partnerships and referral programs, increasing internal sales byAssociation and referral driven leads 200%

Led team of 6 individual organizational group.Call center operational strategies by conducting needs assessments, performance reviews, capacity planningEstablishing technical specifications, and production, productivity, quality, and customer-service standardsContributing information and analysis to organizational strategic plans and reviews.Maintains and improves call center operations by monitoring systems performance; identifying and resolving problems.Prepared and completed action plans; system audits and analyses; managing process improvement and qualityassurance

Transformed organization to focus on client pre- and post-sales support to win merchant agreements, and improvecustomer satisfaction.Tripled division revenues for each sales associate.Expanded sales to include mass market accounts.Expanded Internal Sales team from 3 to 10 representatives.

Developed a Retention Department that reduces attrition, increasing company profitabilityLed team of 10+ person organization group.Cut attrition by 35% within the first 2 months.Suggested operational performance improvement that improved customer satisfaction and cut monthlyattrition.

Identified needs of clients and marketed point of sale products, software, loyalty cards for existing and new customer base. Created statement analysis database in Excel, to show merchant savingsEnhances full client relationships by proactively cross-selling and up-selling products.Completed proactive periodic customer “good will” calls.Exceeded monthly quotas

Resolve incoming merchant and agent inquiry related to point-of-sale (POS) equipmentProvided product information, troubleshooting and diagnostics.Supported various terminals, software, and Cardservice Internationals gateway, LinkPoint HTML/API/C++Exceed daily stats requirements