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Results-driven IT professional with over 20 years of experience in diverse industries, including merchant services and payment processing. Expertise includes team leadership, technical requirements analysis, system integration, eCommerce implementation, training and development, problem analysis and resolution, and client relationship management. Dynamic, resourceful, and extremely driven individual with a deep passion for creating and delivering service and solutions that empower a team, company, and customer to meet and exceed desired expectations.
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Technical Support LeadClearentLouisville, Ky, Us
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Technical Support LeadClearent May 2021 - PresentAtlanta, Georgia, UsEffectively manage from an operational point of view a technical support team delivering 1st and 2nd level support to clients in the merchant services industry. Provide technical guidance, setup, and implementation of credit card readers/EMV devices. Act as an escalation single point of contact for team potential issues, making sure clients’ needs are met and their voices are heard. Document all client interactions according to department procedures and keep detailed accurate notes. Assist management in defining team member roles, expectations and accountability and align team member capabilities and improve workload balance. Identify and set course of corrective actions in case the SLA is not respected and identify any continuous team improvement initiative. Set objectives for the team members and evaluate performance. -
Technical Customer Support RepresentativeClearent Nov 2020 - May 2021Atlanta, Georgia, UsProvide world class technical support to merchant services clients, ISOs, ISVs, and their support teams. Analyze, troubleshoot, and recommend solutions for issues surrounding their POS software and credit card reader/EMV devices. Provide technical guidance, setup, and support to implementation of new credit card readers/EMV devices as stand-alone or integration to their POS software. Test and confirm credit, debit and EBT processing using dip, swipe and tap technology. Recommend appropriate solutions to complex or reoccurring issues. Document all client interactions according to department procedures and keep detailed accurate notes.
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Technical Services SpecialistHeartland Payment Systems May 2019 - Nov 2020Oklahoma City, Oklahoma, UsRespond to customer inquiries on technical issues related to the supported products. Resolve and troubleshoot simple or complex issues relating to customers and their payment processing while ensuring proper documentation and recording of all activities and communication in SharePoint. Log all customer activity in SharePoint and update customer account information. Provide technical support with a focus on accuracy and customer satisfaction. Provide technical support to team members and participate in cross-functional team meetings. Collaborate with team members using Office 365 and SharePoint. -
Product ManagerFirst Data Corporation Nov 2017 - Mar 2019Brookfield, Wisc., UsInnovative, resourceful, application product manager driving product strategy, vision, roadmap, and features with Agile SCRUM teams. 17+ years of enterprise platform & financial processing experience includes working with small, medium, and large clients integrating into the payment gateway. Complete end-to-end software life cycle management developing epics, JIRA stories, specifications (BRDs/RTMs). Cross functional collaboration with customers, technical (software engineering, testing, support), and business teams (sales, marketing, services). Utilized strong technical knowledge/skills for impact analysis. Product champion externally, and passionate voice of the customer internally. Developed product integration plans for product introduction and developing marketing strategies. -
Senior Certification AnalystFirst Data Corporation Jul 2013 - Nov 2017Brookfield, Wisc., UsDirect technical support to both in-house staff and clients to support client implementations and conversions for small/medium and large complex corporations. Develop, coordinate, and execute project plans, task schedules and resource allocation to ensure on-time and effective project delivery. Drive deliverable dates, identify system details, operation and programming requirements and coordinate all training requirements. Analyze portfolio to identify issues and offer solutions. Review, analyze and track all business and system requirements related to conversions. Ensure projects align with company processes, tactical planning, and strategic vision by re-engineering applications and implementing process improvements. Interface with other key stakeholders to generate and offer solutions. Communicate services and products to clients and vendors.
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Client Integration AdvisorFirst Data Jan 2012 - Jul 2013Delivered senior technical project support to clients to support their interface/implementation to the payment gateways. Analyzed, debugged and deployed eCommerce shopping carts. Developed and managed projects plans and provided project status updates to management. -
Network AnalystBank Of America Jan 2009 - Jan 2012Charlotte, Nc, UsManaged client project analysis and integration of their network into the secure enterprise network infrastructure. Assisted with technical support and troubleshooting customer issues. Defined requirements, maintained project plan and delivered technical reports to the Architects, Engineers and Managers. Working knowledge of DMAIC, Waterfall and Agile methodologies. -
Web DeveloperNpc Apr 2000 - Jan 2009Developed, enhanced, tested, debugged and maintained software applications that supported the business intranets and internet sites. Participated in design, development and implementation of complex applications involving diverse platforms, software, hardware technologies and tools. Experienced working in a corporate IT environment with software tools used to design, build, test and debug.
Roberta Campbell Skills
Roberta Campbell Education Details
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Strayer UniversityComputer Science -
University Of PhoenixManagement And Operations
Frequently Asked Questions about Roberta Campbell
What company does Roberta Campbell work for?
Roberta Campbell works for Clearent
What is Roberta Campbell's role at the current company?
Roberta Campbell's current role is Technical Support Lead.
What is Roberta Campbell's email address?
Roberta Campbell's email address is ro****@****ata.com
What is Roberta Campbell's direct phone number?
Roberta Campbell's direct phone number is +150229*****
What schools did Roberta Campbell attend?
Roberta Campbell attended Strayer University, University Of Phoenix.
What are some of Roberta Campbell's interests?
Roberta Campbell has interest in Children, Education, Health.
What skills is Roberta Campbell known for?
Roberta Campbell has skills like Xml, Xml Schema, Ecommerce Payment Gateway, Credit Card Transaction Processing, Emv, Merchant Services, Project Implementation, Software Development, Project Planning.
Who are Roberta Campbell's colleagues?
Roberta Campbell's colleagues are Katie Millslagle, Laura Winland, Victor Hernandez, Jae Ferguson, Orlando Davila, Candice Fielding, Annlynn Haggard.
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