Renee Dickerson Email & Phone Number

Remote/Jacksonville, FL (Home Office)

Tasked with approaching ISO's who are developing and promoting payment processing solutions to serve various retail sectors. Used consultative sales techniques to assess compatibility and interest in PAX products and services. Attended trade shows for networking and presentation purposes.

Savannah, Georgia Area

Partnered with ISO's to transition existing payment solutions to meet requirements and specifications of emerging chip card technology. Presented Verifone's POINT development kit, acted as sales engineer to address questions and concerns. Documented call details in Salesforce.com. Provided excellent customer service in a knowledgeable, professional.

Supported ISO's and programmers as they integrated third-party software applications and proprietary dealer management software, Provided technical assistance installing and configuring the payment processing solutions. Used data mining techniques to extract sales leads from legacy Excel spreadsheets.

Remote/Atlanta, GA (Home Office)

Partnered with consulting firm contracted to implement and customize Salesforce - Enterprise Edition. Played integral role in the initial process review and system design. Assisted in the implementation and customization of Salesforce.com, gaining experience in all the native components of the platform. Took on additional duties as the Salesforce.

Partnered with programmers and ISO's in the installation, configuration, and functionality testing of payment processing software solutions. Provided support to developers integrating payment processing solution with dealer management system. Facilitated communication with sales support engineers for advanced issues. Resolved technical and configuration.

Remote/Savannah, GA (Home Office)

Part of a technical writing team tasked with creating administrator and user guides for a billing and payment processing package. Provided feedback to engineering on GUI to improve end user experience and overall functionality. Assisted QA in identifying and documenting unexpected errors.

Clearwater, Florida, United States

Analyzed processes and procedures, both internally and with clients. Monitored calls to identify knowledge and procedural gaps. Provided feedback to trainer for follow-up. Created "Process Alerts" and "Standard Operating Procedures" to standardize transaction processing software resolutions to provide a uniform client esperience and efficient issue.

Savannah, Georgia, United States

Reduced average hold times from hours to under 5 minutes by implementing a tier structure based on agent knowledge and troubleshooting skills. Assigned agents to teams and developed an escalation team. Created agent monitoring program and provided on-going, targeted training, where appropriate, to address gaps in knowledge and increase customer service.

Savannah, Georgia, United States

Developed new hire training program resulting in confident, knowledgeable agents and improving customer satisfaction levels. Monitored calls and resolution rates and provided training and feedback to agents. Improved customer satisfaction by offering targeted on-going training to agents. Promoted employee growth by creating and conducting employee.

Savannah, Georgia, United States

Managed client-related activities of team. Resolved advanced software issues. Managed team training needs. Maintained exceptional level of client communication and issue resolution. Consistently exceeded expected customer service levels. Boosted confidence level of team members by providing positive feedback, as appropriate.

Savannah, Georgia, United States

Received 80 to 100 incoming calls per day. Expertly triaged payment processing software issues and provided timely resolutions. Exceeded expected customer service levels. Excelled in solving client software issues. Company leader in keeping with "Customer Delight" mission statement.