Tamara Hodges Email and Phone Number

Opening ticketsCreating test systems Training Reviewing codeCommunicates with clients for troubleshooting purposes

Takes 10-20 daily inbound telephone calls in order to assist and troubleshoot any technical issues that a merchant encounters in regards to credit card processing. •Makes 3-4 outbound daily telephone calls in order to set up credit card capabilities within Sage accounting business units. These units include Sage 50, Sage 50 CA, Sage 100, Sage 300, and Sage 500. Most of these calls took about an hour to complete to ensure sufficient training. •Complete one-on-one trainings with merchants that need assistance with using Sage Exchange/Virtual Terminal as well as other software and services. These trainings included informing merchants of pertinent information in regards to credit card processing, reporting options, and training resources. •Performed the weekly Sage Exchange Payment Management Webinar trainings, in order to teach new/current merchants and others, how the system works and its functionalities, when assigned. •Resolved any merchant account issues in order to meet the needs of our customers to ensure that they are able to process the way their operations deem necessary.

Accountable for bank reconciliations for the company’s 9 bank accounts worth a total of more than 200 thousand – 10 million dollars. I completed the orders on scheduled, as well as performing collaboration responsibilities with our partner bank, handling requests or resolving issues with over 200customer accounts daily.•Responsible for processing over 100 hand returns daily which duties included performing returned checks and electronically processed (ACH) debit s that the company processed on scheduled. My attention to detail resulted in always meeting a timeline or milestone in this effort.•In charge of maintaining and completing approximately 400 customer requests such as bank updates, submitting and reissuing credits for our very important clients. Provided oversight and monitoring of the company customer locations and update accounts if any issues or returned credits/debits. •Responsible for over 50 approved or rejected check reserve releases daily. If an account was on hold for various reasons such as owed fees, incomplete welcome calls, and underwriting issues I was given the responsibility to make appropriate decision using company guidelines. •Accountable to send accounting information to 10 specific companies daily in order to keep stakeholders update on their bank accounts activities. My stakeholders gave me positive feedback on company surveys due to zero issues with their accounts.•Responsible for following and distributing to fellow staff company guidelines making sure that the appropriate accounts in our system were placed on hold if we were unable to collect service fees. Memorized company policies concerning due to legal ramification if mistakes were made.•Responsible for all check adjustments which totaled approximately 20 checks weekly in my section which functions include, if a check was for the incorrect amount I made contact with the bank verifying and validating.

My function included receiving inbound and placing outbound calls welcoming new customers. Duties performed to stakeholder were explaining merchant program stipulations, validating merchant record information, and verify appropriate downloads of company software to merchant terminals. ◾Answers approximately 50 daily customer service calls from stakeholders to explain company governance and policies on billing, non-guarantee transactions, merchant account changes, cancellations, program changes.◾Instructor and trainer for company employees on merchant online reporting system. I trainedapproximately200 employees on annually.◾I am accountable for employees signing rules of behavior protecting company proprietary and confidential information. I am part of company security team that established guidelines for security oversight resulting in security artifacts for employee compliance.◾I was responsible, accountable and the subject matter expert installing and using Global E Telecom primary software application. Duties included remotely accessing a network of 100 staff computers, downloading the newly check service applications, and troubleshoot any issues that occurred. This virtual capability allowed me to increase my daily output in work activities.