Trish Holsinger Email & Phone Number

Chantilly Virginia

 At the request of senior management I was moved into a special project role as the Service Liaison for one of First Data's largest ISO clients. My role is to ensure excellent customer service to the client by using my knowledge of the business to work with internal and external departments to resolve outstanding issues. Along with supporting this ISO, I am also working on the North Platform Rationalization initiative to ensure a smooth transition for ISO’s boarding to the north. I assist when asked with new implementations (boarding) for other ISO's.

November 05 accepted manager role in Sales Central with 20 exempt level advisors sitting in an inbound call center. Responsibilities included the day today management and development of staff. Assigned to support Telecheck, PNC and BOH alliances as well as RSAG. Individually responsible for several large initiatives in Sales Central with a focus on core competencies and offer superior service to the account executives we support. I support the sales force by participating in sales calls and to offer resolution of issues. Partner with various area of the business to resolve issues and improve processes.

January 05 accepted position as Operations Manager supporting customer service for Wells, RSAG, PNC and PTI. I managed up to 8 fulltime exempt employees and accepted responsibility for 150 non-exempt employees. My duties included the day to day management of contractual obligations including average speed of answer and abandon rates as well as the quality program. Administrative duties include improvement action plans and attendance tracking.

At the request of senior management, I returned to manage the chargeback phonegate. This is an inbound phone center taking calls from the merchants. I successfully organized the various representatives into one cohesive team to provide chargeback assistance to our merchants. Successfully partnered to complete the Concord Lift and Move for the phonegate during my tenure with the gate. The team was able to make strides in productivity and accuracy while I worked with the team.

I managed a staff of 40 that encompassed 5 teams and or alliances. Participation on several Six Sigma Projects during 2003. I led the project to move DBG volume from Florida to Maryland in June 2003 with a reduction of 8 FTE (through cross training) resulting in a savings of 250,000. I was a third quarter recipient of Leader of the Pack award for providing premier service with the strides made in profitability as well as for my work on special projects.

Manager POS Help desk working in Cardnet and Nashville platforms in an inboind phone center. Successfully managed and coached up to 40 employees on the team as well as participated in several Six Sigma projects as a subject matter expert.

Manager in Chargeback phonegate with a team of 30-35 representatives. Managed the day to day processes as well and working on enhancements to the process. During my tenure, I partnered with my peers in DRS to reduce by the number of unnecessary reversals coming from the phonegate as well as opened the lines of communication between the two departments. Participated in the beginning stages of the chargeback rotation program. I received a Leader of the Pack award for my productivity enhancements and teamwork.