Devon Rollins Email & Phone Number

• Conceptualize, research, enhance, and maintain technical knowledge base articles and links in Confluence about Vertica database
• Decipher SQL from complex queries for internal users to easily understand
• Lead communication for first-tier support to internal users: answering inbound calls, email inquiries, and Microsoft Teams chat
• Prepare and disseminate communications to database users via Microsoft Outlook
• Lead cross functional collaboration with subject matter experts to obtain and refine content for the knowledge base library
• Foster a “user-friendly” environment to enhance users’ knowledge and confidence with using the database

Westlake Village, California

• Integrated up to 15 independent sales offices (partners) with Paysafe systems for generating new business
• Lead cross functional communication between the partners and Paysafe, including senior management
• Performed background and credit checks on new partners through TransUnion and LexisNexis
• Used SalesForce to monitor the progress of new integrations
• Lead training calls for partners

• Supported and solved escalated technical credit card terminal issues from level one representatives and merchants
• Trained new level one support representatives
• Restructured and maintained the company’s knowledge base in Zendesk

• Provided prompt and professional support for inbound merchant calls while providing accurate resolution information
• Advised merchants on various company products and services
• Addressed merchant complaints and resolved problems in a timely manner
• Analyzed and solved issues with credit card terminals and mobile applicationsGenerated comprehensive technical notes for all merchant accounts in Zendesk

• Proficient with creating highly confidential documents to ensure secure correspondence with medical and legal entities
• Processed and tracked highly confidential claim information while maintaining accurate records
• Ensured accurate distribution of incoming mail
• Lead IT repair requests