• Strategic face of Elavon Merchant Services to the client, representing multiple Elavon business channels.• Responsible for the overall management of a book of National Accounts which includes onboarding/implementation, maintenance, growth, increased profitability, client satisfaction and contract renewals. Portfolio averages $750 million in volume.• Facilitates merchant processing finance solutions, data compliance and payment processing training. Illustrates effective methodologies that influence swift implementation to meet business needs, while enhancing client satisfaction and increased revenue generation.• Welcome new Elavon clients and drive onboarding of client services to meet agreed upon deadlines. Coordinate directly with clients to understand program setup needs and requirements. Facilitate new account installations, conversions and maintenance updates.• Consults with clients through data analysis, finance industry education, and presentation of performance results and recommendation of products and service to grow the business. Identify and maximize opportunities for future revenue generation.• Consult with executive level clients and bank partners, as the escalation point for both internal and external clientissues. Generatedaily/monthly/quarterlyreportsdetailingrevenue,activations,attrition,etc.• Manages vendor relations, communicating software needs and/or configurations needed upon install.

• Warranty expert, educating 30 customers on their contracts daily.• Utilized DocuSign to prepare agent agreements to ensure compliance with state regulations.• Exceed call center metrics while providing excellent customer service by answer all calls within 30 seconds• Manage multiple task and systems by accurately using software, databases, and tools.• Participates in quarterly training courses to effectively educated customers.• Utilize active listening and problem-solving skills to identify customer needs and diffuse situations with irate customers.• Train and mentor new staff members.• Use various systems to interpret customer funding and discrepancies.

Audit incoming invoices from repair facilities, parts suppliers, auto inspection companies, rental companies, road services and other related service providers in conjunction with authorized warranty claim settlements for completeness and accuracy.•Complete reconciliation of completed invoices, requests for payment, claim authorization numbers and calculate appropriate payment amount based on contractual requirements.•Determine method of payment (i.e.; check, ach, credit card) and enter necessary information in the claims system to authorize payment.•Contact outside sources (i.e.; contract holders, repair facilities, part suppliers, etc.) for additional information required to process payment(s).•Research and resolve routine inquiries received from contract holders, repair facilities, etc. relating to invoice discrepancies. Refer difficult issues to higher levels.•Authorization level: Issue claim payments up to $2,000.•Perform other related duties as assigned.

Follow and maintain relationship with former customers•Monitor and contact internet leads•Determine each customer’s vehicle needs by active listening•Learn, understand, and follow call and email scripts•Set, confirm, and follow up on appointments•Perform surveys with customers•Execute 100+ outbound calls per day for scheduling service appointments•Performed other duties as assigned

Greeted customers in a professional and friendly manner•Executed 100+ outbound sales calls per day resulting in 85% retention•Followed up on sales leads and scheduled appointments•Notified prospective clients of new sales and incentives

Accomplished all selling priorities: general sales, credit card applications, and client book sales•Completed calls, sent emails, and direct mailers to customer regarding: new arrivals, sales, and events•Enhanced brand loyalty and remained on target by selling store credit•Processed all incoming and outgoing shipments

Utilized sales tactic that encouraged students to return to school•Identified educational ‘fits’ to meet students’ needs