Frances Pearson Email & Phone Number

Hagerstown, Maryland

*Responsible for evaluating documenting the agent's performance. Review specific needs of the center and offer additional training and coaching to address those needs. *Present quality standards and requirements to all new hires, Administering corrective action.*Effectively monitor and score calls in accordance with established quality guidelines. *Prepared and distributed weekly and monthly summary reports. *Direct joint monitoring and calibration session for many different products. *Provide training on quality program to ensure understanding on how production is evaluated. *Coach agents one on one to identify any mistakes and how to correct them. *Provide feedback on how to explain a statements and fees.

Responsible for evaluating and documenting the agent's performance

First Data

*Responsible for typing correspondence, reports, forms and other documents using office equipment.*Discussed contracts, program guides attached with contracts, and ensured everything was filled out correctly. *Assisted with filling out documents to update legal information to match the IRS records. *Reviewed statements and addressed and discrepancies that may cause a damper when reconciling bank accounts for accounting purposes.*Educated clients and other employees with problem-solving and troubleshooting tips, while also planning/implementing proactive procedures and systems to avoid problems in the first place. *Maintained a positive relationship with clients and assisted them in understanding financial impact. *Explained rates and fees, made adjustments to accounts when necessary, retained accounts and boarded customer owned equipment with VAR sheets furnished upon their request. *Educated client on processing transactions for optimum probability for client.

First Data

*preformed a variety of duties to keep systems up and operating properly. *Worked with internal partners such as Business Consultants and independent Sale Organizations*Assisted merchants in troubleshooting their equipment, built profiles to complete downloads on dial, IP and WI-FI connections, also provisioned terminals and micro-node's to process via IP.*Had to pay close attention when inputting IP addresses to ensure it would route to the correct software.*Educated clients when it came to the process of authorizations to finalized sales.*Assisted with escalated issues *Was put into position of Team Lead when Lead was unavailable.