Project Manager/Zendesk Owner-Responsible for a 6 month roll out for a ticketing system for iPayment.-Liaison between internal departments, Zendesk, and IT to ensure, allprocesses were in place and tested prior to roll out.-Project owner after inceptions, including for all updates and enhancement afterproduct roll out.Manger, Relationship Management-Developed Relationship Management team from 2 to 22 employees, including-ISV support, Premier Agent Support, and Agent On-boarding-Ensure queue was always below 1 % abandon rate and ensure all emails whereanswered within two hours.-Resolved all escalated call and issues.-Researched, explained all residual questions or problems.-Ensure all new Agent and partner set up paperwork was received and creditwas pulled for all potential partners. Issued all new Sale Ids and providedaccess to Agent Portals.-Managed over the agent training department and ensured all new Partnerswhet through the agent training program.-Responsible for development and improvement of all Relationship Mangersincluding monitoring, training and verbal counseling sessions to employees.-Ensure all employees we trained on the most up to date industry policies.-Completed employees time sheets and quarterly and annual reviews.-Attended monthly managers meetings to ensure all departments wereconsistence in the growth and direction of the company.-Primary contact and Alison for top ISO partner.-Part of internal team that increase partner activity by 75% between 2004-2010by providing excellent service, and support to all partners.

-Formally Cardservice International -Was personally recruited by the Sales Support Director to make our Sales Support-Department a One-Stop-Shop.-Created processes and policies, as well as training to assist our agents with customerservice, chargeback and technical questions.-Worked as a liaison between our external employees, which were our agent and ourinternal departments, like Underwriting, Account Changes, Finance, and Risk.-Verified the new applications where submitted correctly. Assisted in getting newaccounts off hold ensuring all proper and pending documentation was received by our-Underwriting department.-Ensured all account changes where submitted correctly before sending to the AccountChanges Department-Placed equipment orders from TASQ through the Oracle software.-Educated agents in buy rate, pricing, and terminal compatibility inquiries.-Responsible for best Queue Stats in the company with an abandon rate below 1%.-Ensured all Sales Support Representatives were making their daily outbound calls toinform agents of any pending applications.-Assisted with residual report questions.-As a Supervisor I also created RMAs procedure along side our deployment team toensure proper return of for faulty equipment using the Oracle system.-Was business owner in Sales Support for management of our I Online Application.-Setting up merchant online application for agents. I created, tested and emailed theirown specific URL to their online applications so they could post on their Agent Website

-Established and maintained effective relationship with new and existing clients of organization to optimize business and achieve all sales targets.-Analyzed customer requirement to recommend suitable and customize financial products and solutions as per client’s financial status.-Administered and performed various activities such as opening personal and business accounts, preparing and completing saving and other financial certificates and checking of accounts.-Maintained and provide variety of financial services and business loan solutions to customers and initiate appropriate steps to complete all loan applications.-Analyzed and resolve problems and issues pertaining to financial services and loans in professional setting and offer products as per customer’s convenience.