Janna Carlyle Email & Phone Number

Las Vegas, Nevada, United States

Las Vegas, Nevada Area

• Manage and oversee 100% of the implementation/projects to stay on track to meet/exceed agreed upon timelines in order to reach in year revenue goal. • Serve as the primary escalation point and owner for Bank of America Merchant Services project responsibilities, operational issues and project requirements with each client in assigned implementation. • Maintain accurate information and data within Salesforce and project workbooks.• Collaborate with internal support team to set priorities that enable the client to achieve their goals and objectives.

• Serve as the primary escalation point and owner for operational issues and alerts with each client in assigned portfolio of approximately 250 healthcare, education and non-profit clients. • Manage and oversee 100% of the implementation/projects to stay on track to meet/exceed agreed upon timelines in order to reach in year revenue goal. • Identify, analyze and recommend processing improvement opportunities for clients in assigned portfolio• Collaborate with BC to set priorities that enable the client to achieve their goals and objectives. • Attend business reviews and new client sales calls in person or by phone as requested by Business Consultant.

Operate as main point of contact for project submission/management, issue research/resolution, reporting, etc. for 15 multi-million dollar/transaction accounts including Staples, Inc., Coach, Big Lots, Bakers Shoes, and Bose. • Collect and compile information to propose Case For Change and Project Requests submitted by clients. For example, change of connectivity, POS upgrades as well as Visa/MasterCard Association mandates.• Collect, analyze and compile statistical chargeback, interchange and volume information for annual business review for each account. • Serve as support and backup to Relationship Manager in all areas of maintaining the successful growth, happiness and overall satisfaction of each assigned account.

Operate as main point of contact for field sales agents and internal sales representaives to submit new applications, additional services and additional equipment for credit card processing. * Review and QC submitted applications for clarity and required information and submit for keying to system. * Monitor application, add services and additional equipment as it moved through the boarding process, work with agents to facilitate pended applications.* Advise agents on credit card processing services, equipment and software for merchants.

* Receive and process approximately 60 emails and 40 phone calls daily from sales agents and customers regarding pricing, POS terminal question/problems, account activations and retention in addition to customer complaints. * Perform follow-up for agent and merchant/customer requests concerning account set-ups, changes, additions and point of sale systems. * Serve as escalation point for in-depth merchant issues requiring research, analysis and resolution.* Advise agents and merchants/customers on benefits of different point of sale options.* Assist Help Desk Manager in supervising and evaluating workflow to achieve optimal level of service within minimal time-frames.* Coach and motivate help desk representatives.

• Served as first line supervisor for day-to-day operations of a team of 3 representatives that contacted existing merchants with the objective of selling new or additional products and/or services. • Sold and implemented an average between 800 to 1000 additional products and/or services per month with the majority of sales focused on strategic partner programs. • Analyzed merchant processing statements to determine financial benefit of changing partner programs or moving to a direct processing relationship• Worked with account manager on successful implementation of proactive cross sell campaigns, i.e. Domino’s and Quiznos gift card implementation to over 5,000 location; debit acceptance implementation to more than 350 Snap On Tools franchisees.• Supervised and evaluated workflow to achieve operational requirements while understanding the functionality and benefits of all Chase Paymentech products and services.• Coached and motivated representatives.

• Effectively managed 15 Client Relations Specialists supporting all Regional, Mid-Market, National and Strategic Relationship Managers including stimulating and maintaining the confidence level of employees and providing direction and knowledge to complete incoming requests through telephone queue and SalesForce.• Successfully supported two Strategic Relationship Managers in the day-to-day management of their portfolio, which included accounts such as Do It Best Corporation, Main Boxes and Domino’s Pizza. This day-to-day support included additional locations, additional equipment, maintenance, adjustments and research.• Analyzed difference of how requests are submitted and worked between regional/mid-market/strategic and national Relationship Managers. Refined the Rules of Engagement to include realistic timeframes as well as definition between account levels.• Developed and implemented capacity and load balancing plans for the Specialists group in each office.

• Served as primary contact for Direct/National merchants needing assistance in reconciliation of credit card statements, including resolving outstanding money issues and updating account information.• Provided merchants with on-going training of credit card processing procedures.