Michael Floyd Email & Phone Number

Executional Tester for In-Game Looking for Group system, Fireteam Finder.Responsible for finding, writing, and regressing bugs for the Social UI/UX team and their shipped features for Destiny 2: Lightfall and Destiny 2: The Final Shape, as well as helping with design feedback, documentation, and verifying implementation of content on multiple platforms (PC, PS, Xbox).Responsible for finding, writing, and regressing bugs for the shipped Salvage gameplay feature of Destiny 2: Season of the Deep, as well as helping to coordinate playtests, log and deliver feedback, record and stream playtests, and verify implementation of content on multiple platforms (PC, PS, Xbox).Assisting with finding and monitoring bugs/issues/health with live service title Destiny 2 outside specific QA UI/UX role as needed.

Assisted with inquiries from customers regarding contact lens purchases via digital chat and email. Contracted to help the Prescription Team with maintaining and documenting of prescriptions within HIPPA guidelines. Recognized for going above and beyond KPI expectations for data entry and helped streamline the process for peers with helpful shortcuts and macros.

Assisted merchants and partners of Authorize.net with their credit card payment gateway accounts via incoming calls. Helped merchants quickly resolve issues with billing, account management, integration with their websites, API connectivity methods, global payment processing, fraud management, and payment security. Assisted with platform changes (specifically Virtual Point of Sale 2.0) by utilizing the platform from home to better understand processes from client-side rather than the internal network to coach teammates, as well as supplying training teams with screenshots and potential scenarios. Efficiently utilized Salesforce to document as and further personal knowledge on the platform as a whole as it pertains to different types of business function. Recognized by merchants via kudos calls for efficient and forward-thinking resolutions to problems, as well as peers via the GoBeyond system for helping coach on the floor about multiple different processes on a daily basis.

Explained and enrolled suppliers in various types of Visa E-Payables solutions (Payment Plus, VPA, PCard) via phone and email correspondence. Contacted and maintained a constant healthy relationship with accounting representatives for up to 100 suppliers per day on behalf of their corporate customers. Personally responsible for over $500 Million in spend annually with campaigns for banks such as Bank of America, M&T Bank, Elan Bank, US Bank, and Zions Bank. Personally responsible for contacting high profile suppliers on a weekly basis including: Dell, Fed Ex, General Electric, Fisher Scientific, McKesson Medical, Wolters Kluwer, Zimmer Biomet, and others.

Responsible for renewal and retention of expired or soon to expire accounts. Helped businesses understand required security standards from major credit card companies (Primarily Mastercard and Visa) to prevent credit card theft and fraud. Responsible for accurately determining basic card processing methods of businesses, and appropriately referring them to Sales Associates based on their needs as a Merchant.

Responsible for Tier 1 Internet troubleshooting multiple types of internet connections including DSL, Fiber, Cable, Fixed Wireless, Satellite, Hospitality wireless (Hotel, Hotspot), Dialup as well as Telephone (VoIP / copper lines) and Internet Television. Responsible for Customer Service account billing and payment. Required to retain company specific information and policy forover 25 companies. Assisted as Acting Supervisor at times for support agents on the call floor, as well as advising additional remote agents if needed. Responded to any incoming calls to supervisor desk for day to day operations during these times. Assisted with hands-on training of new support agents. Assisted with Quality Assurance for a short time, listening to and scoring agents, coordinating additional training based on specific or recurring incidences.