Nick Shine Email & Phone Number

Chicago, Il, Us

Chicago, Illinois, United States

-Analyze and compile sales, share of checkout, authorization rate, decline and other processing data for the large enterprise merchant segment and parters to construct Quarterly and Yearly Business Reviews, as well as conduct interchange analyses to identify opportunities for fee optimization.-Counsel merchants in Braintree's small and medium portfolio ($150k - $30M+ annual processing volume) on optimizing their checkout experience + growing their business by assessing payment processing needs strategically and holistically-Identify + implement efficiency gains in internal queue management and process management-Craft + develop wikis and playbooks outlining best practices for the team as well as client-facing language-Assist clients with international e-commerce processing expansion by working with them to establish additional multi-currency accounts and/or local account setups, in partnership with internal teams (e.g. Underwriting, Vetting, Global Credit)-Lead team change management processes; interview, onboard, and train all current team members

Greater Chicago Area

- Delivered quick, accurate, and substantive white-glove technical assistance to thousands of merchants of all sizes- Liaised with internal teams to find resolutions, ranging from password reset requests to complex integration inquiries- Trained new teammates and helped them acclimate to the team’s workflow as part of an internal shadow program- Maintained consistently high QA scores from assisted merchants and colleagues via internal QA program

Greater Chicago Area

-Pioneered live chat feature-Fielded support emails and live chats from users about product offerings.-Educated users on how to use Venmo to send and receive payments.-Researched and implemented improvements to internal documentation and training processes.-Liased between multiple departments to identify, predict & prevent issues and minimize negative impact-Proactively sought ways to improve internal processes in an effort to increase efficiency.

Greater Chicago Area

-Took live calls from current and future subscribers, ranging from simple usage questions to unique challenges-Resolved customer issues in a timely and consistent manner; -Managed time and productivity to meet daily individual and team ticket targets-Liaised with other departments (Sales, Merchant Services, Editorial, Product & Engineering, etc.) to address all cross-departmental issues impacting the subscriber

Evergreen Park, Il

-Instructed children in classrooms from kindergarten through eighth grade-Modified lesson plans in classrooms for students with learning differences (Autism, ADHD)-Maintained academically diligent behaviors as a paraprofessional one-on-one aide-Managed communications throughout the district as office aide- Substitute teacher certified by South Cook ISC

157 W. Ontario St., Chicago, Il

-Produced content to increase web presence via social media sites including Facebook, Twitter, Tumblr, Reddit, etc.-Assisted in development of podcasts produced by Comedy Bar-Operated sound and light technology in the main performance venue-Facilitated communication between staff members and customers in a rapidly growing small business environment

Urbana-Champaign, Illinois Area

-Analyzed and appraised value of media hits at hospital ranked "Top 100" nationally-Wrote and published news briefs and health-related school newsletters-Developed television interview scripts aired on local media WCIA, WICD-Promoted and implemented "Toys for Tots" + "Pink Glove Dance" in Champaign-Urbana region

Alsip, Il

-Led groups of 15-25 students (ages 3-16) in skill-building activities and on field trips-Trained in first aid/CPR and responded appropriately in multiple real-time emergency situations-Developed age-specific youth programming including performance, athletic and educational activities

Bachelor Of Arts (B.A.), Communication

Activities and Societies: Lambda Pi Eta National Communication Honor Society, James Scholar, Dean's List, Illini Student Musicals (actor).

Comedy Writing, Improvisation

Completed the iO Theater improvisational training program; Studied late night talk show writing/SNL writing; Currently a performer in ".

High School, Leadership, Communication, Writing, Performance