Shauna Davis Email and Phone Number

-Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients.-Support all Executive Escalations, BBB Complaints, Regulatory Compliance, Social Media, and MSFI SM Escalations.-Manage each customer complaint from initiation through communication of resolution to the complainant, determining remediation actions, and identifying complaint trends through reporting. -Ensures quality service and operational performance within the parameters of program and delivery standards.-Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs.-Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues.-Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.-Builds stable working relationships internally to streamline resolutions for clients and customers.

 Manage and research escalations for internal and external clients.  Communicate with various Financial Institutions and cardholders to fulfil dispute needs.  Works with Audit and Quality Assurance departments to proactively monitor risk areas. Conducts advanced research and reviews research results to recommend appropriate actions and solutions. Work collectively with various levels of management to ensure customer satisfaction. Performs advanced functions such as chargebacks, retrievals, representments, pre-arbitration, arbitration, pre-compliance, compliance, Enhanced Chargebacks, as well as Standard Issuer, Merchant Processing.

 Support telephone hotline, directing calls or written inquiries to appropriate personnel.  Responsible for handling all incoming merchant escalations. Provides escalated levels of support based on complexity of issues. Refer problems of an unusual, unsolvable nature to technical support engineers. Acquire job skills and learn company policies and procedures to complete tasks

➢ Review accounts for accuracy, resolving accounting related bill edits, identifying discrepancies and savings opportunities, recommending adjustments to the client and negotiating with utilities as appropriate.➢ Coordinate and negotiate with utility personnel as needed to resolve billing issues, misapplied orMissing payments, previous balance and negotiate various waivers.➢ Communicate via email with clients to obtain approvals to pay for non-recurring charges.➢ Organize, prioritize, and use time management tools to ensure proper follow-up is timely and completed.

Negotiate support service contracts for Information Technology.

Explain characteristics, uses, dosages, effects and side effects of promoted drugs, and to communicate other relevant educational information as directed by management in order to grow market share.

~ Directly lead a team of 20 - 30 sales associates to achieve individual and team performance goals.~ Provide leadership, guidance and feedback on individual performance, using side-by-side coaching and call monitoring customer feedback.

~ Communicated with overseas banks and clients to define their needs.~ Notarized legal documents such as Power of Attorney and Letter of Certification.~ Responsible for Sales/Marketing & Trade Shows; One-day Seminars; Table Top displays.