■ Primary contact/consultant responsible for advanced merchant integrations and issue resolution, involving Contracts, Pricing, Payer Authentication, Device Intelligence, Hosted Payment Pages, Decline Salvage, PCI compliance and integration of payment processing services. ■ Facilitator between client and Verifi internal resources in the e-commerce/payment card risk mitigation space. ■ Client advisor on best business practices to ensure optimal processing performance and compliance with credit card association rules and regulations.■ Proactively consult clients regarding operational practices, for business maximization particularly as it relates to Card Not Present and Direct Response. ■ Responsible for identifying trends on sales, declines, chargebacks and fraud trends for each client.■ Manage client portfolio representing $6+ million in revenue while identifying opportunities for additional revenue through merchant account referrals and cross-selling of additional Verifi services. ■ Assist in training new personnel and continually requested by multiple clients and management to personally handle issues due to work knowledge, excellence and rapport.■ Collaborate with Product Development staff to create and expand product offerings.■ Work closely with Product Development to document existing and new services for clients as part of a ‘self-service’ initiative. ■ Perform extensive Quality Assurance on software upgrades and product enhancements to ensure full compatibility between releases.

■ Primary contact for a portfolio of 25 medium to large payment processing merchant accounts. ■ Performed the role of a trusted advisor, consultant and an industry expert in the payment processing space. ■ Provided ongoing support to the assigned merchant portfolio through proactive continuous planning & strategic analysis. ■ Worked with other departments and/or business units to ensure merchant customer service goals were met while resolving complex customer inquiries in a timely manner.■ Developed quantifiable business action plans that included merchant retention strategies, recommendations for processing improvements, cross sell opportunities.■ Executed company initiatives which deepen the overall merchant relationship.

■ Developed and sustained strategic merchant relationships, through proactive account reviews and yearly merchant visits. ■ Educated merchants regarding payment-processing practices in addition to changes in card association rules and regulations.■ Successfully renegotiated existing merchant contracts as well as obtained new business lines through cross selling new and additional products and services.■ Coordinated merchant consultations with internal departments and external companies, such as Technology, Credit, Risk, Visa and MasterCard.■ Acted as a departmental liaison with Product and Technology for pivotal company system redesign projects.

■ Trained to handle workers’ compensation claims in the States of Maine, Massachusetts, New Hampshire and Vermont.■ Investigated initial claims to determine “compensability.”■ Oversaw medical management for a return to work and negotiated lump sum settlements.■ Prepared and presented claims reviews with customers.■ Handled on-going customer issues and concerns.■ Assisted corporate offices with the national account reorganization.

■Licensed to handle property and casualty claims in the state of New Hampshire.■ Handled all auto coverage pending claims.■ Determined liability then negotiated and settled auto claims.

■ Supervised and motivated the front office associates.■ Supported the quality process and strive for total guest satisfaction.■ Completed the Manager-in-Training program.