Provide fuctional and Technical support to users of the JDE OMS application. Understands content, processes and procedures associated with maintaining the JDE OMS. Works production support issues. Understands common business analysis tools and methodologies.

Napa Store Support

Provided support for international customers via email and phone support.Monitored and payment processing networks based in Frankfurt and Boston.Formulated pivot tables to assist with reconciling billing issues.Assisted with merchant billing inquiries via email and within a call center setting.

• Provide Customer support for merchants with Clover POS systems• Update merchant accounts via Sales Force.• Assist sales agents and merchants with installation and training for Clover.• Maintain and update installation spreadsheet.• Provide Level 2 Help desk support for Software.• Received Inbound Technical Support.• Made outbound calls per supervisor request regarding escalated issues.

•Evaluated recorded calls for the Customer Service, Help desk, Transaction Risk and Exceptions departments.•Provided one on one coaching and feedback to agents as well as management.•Verified that correct procedures were followed by agents thru all internal Systems for Risk and Chargeback teams.•Conducted calibration sessions with the call center management team to evaluate random agent calls to ensure that we were providing excellent customer service.•Updated companion documents to ensure accuracy in call audits as needed.

•Received inbound calls from merchants to resolve issues with pc related credit card processing issues.•Assisted with Level II reporting issues with Virtual Teminal and Lynk Multipay.•Made outbound calls per supervisor request regarding escalated issues.•Promoted to Helpdesk response team –to assist with request from other departments.•Approved and rejected software and terminal replacement orders made by Help Desk Agents.

• Provided Customer support in a call center setting.• Assisted merchants with resolving statement issues.• Responsible for coaching and developing new agents.• Made outbound calls to merchants to resolve technical issues per management request.•Floorwalker responsible for assisting agent with escalated issues.•Assisted with training new associates and coordinated On the Job Training