Director of Operations & Sales

Merchant Support via customer service & technical support desk

Sr. Director of Support Services, Retention, Conversions, & Technical Support at EVO Payments International

* Created &/or documented more than 200 processes which increased efficiency and productivity for my Customer Service reps, as well as other departments.MS SHAREPOINT - Site Collection Administration:* Created and designed the SharePoint 2013 resource pages to house the Job Aids, Process Documents, Quick Reference Guides, and system flow charts for the department. - 20+ Sub-sites created - Configured site navigation - Secured webparts, pages, subsites, & wiki pages as appropriate via users & permissions As Manager of Support Services my job is to support small to medium businesses with their Credit Card integration & processing questions, concerns, best practices, and business needs.Manager of our Retention (Managed Services) dept. Implementing ever more efficient tracking & reporting of merchant attrition rates & reasons.Educating our partners on the most efficient & secure methods of processing their customer payments while minimizing processing cost.Sterling processes transactions for all major credit cards, including Visa, MasterCard, Discover and American Express.Founded in 2001, Sterling is one of the most innovative, customer-focused payment processors in the industry today, nationally recognized for bringing the latest payment technology, and the most innovative payment solutions for merchants in the industry. These solutions include Sterling’s revolutionary Bridge Business Intelligence® for integrated electronic cash registers and PC based point of sale systems.Sterling provides merchants with a complete range of electronic payment processing services, including credit, debit, PIN debit, fleet, gift card, and electronic benefits transfer (EBT).

Manager of both Dispatch Unit and Client Services Reservations center.* Created and implemented a transparent scheduling system for the floor of Customer Service Reps, still being utilized today.> Lead a team of dispatchers and fleet managers, ensuring we meet our customer's expected level of service, support and retain safe drivers, and coordinate with all departments.> Determined most efficient and economical routing and mode of passenger transportation.> Organized continuous training of Customer Service Reps.> Communicated with customers on account service issues, developing strong relationships.Transdev, formerly Veolia Transdev, is a French-based international private public transport operator with operations in 19 countries.

* Utilized SharePoint resource database to house process documentation.> Developed effective training through coaching and written materials to customer service representatives. > Managed and trained representatives within the call center.> Reviewed and improved the performance skills of representatives through training development.> Primary contact for interdepartmental and/or customer escalations.Since 2001, Acclaris’ focus has been on building market-leading account based health plan solutions. With continuous investments in technology and services for more than 13 years, Acclaris has built, from the ground up, all the necessary technology and services required to meet the most demanding and complex client needs.Acclaris’ clients include some of the nation’s largest health plans, benefit consultants and financial institutions. Acclaris proudly provides account-based healthcare plan administration for 1.8 million consumers, working for 6,000 employers, including more than 40 Fortune 500 employers.