William Moser Email & Phone Number

West Jordan, Ut, Us

United States

Client Advocate / Client Support Functions• Use of various CRMs -Salesforce, Netsuite, MAS, internal applications, and all standard office tools from MS office to G-Suit• Report key learnings to leadership on client interaction/behaviors• Proactively engage clients via phone/email to support their needs• Maintain relationships with prior clients for retention• Address escalations impacting the client experience through investigation and negotiations.• Quickly respond to NPS feedback and resolve client concerns• Train new clients on the complexities of integrated processing• Responds to inbound IM, phone, and email inquiries from internal departments, clients and partners regarding the use of Global Payments Integrated products and services• Acts as central point of contact to high-profile clients, as needed• Maintain ongoing client relationships and account management Handle-High Volume and High-Risk Pricing Reviews• Address pricing concerns/frustrations with escalated clients• Educate and answer client questions in regard to pricing structures, rates, fees, interchange, and statements• Negotiate Pricing Plans that are both profitable for GPI and competitive for the client.• Work with Pricing Analysis Team to build pricing plans and set them in place• Acquire acceptance of new pricing plans and term lengths through signed addendums.Business Partner Escalations and Client Experience Campaigns• De-escalate at-risk clients sent to us from our POS Partners Specifically• Assist Business Partners with focused campaigns to enhance Client Experience and attrition efforts

United States

• Supervise a team of 12 Income Driven Repayment Plan Processors. • Manage Timecards and Scheduling to insure coverage. o Vacation, Personal Preference, Sick, FMLA, etc• Maintain daily reporting. o QA, QC, Adherence, Performance, Employee Engagement, Training Assessments, Staffing, Queue Volumes, and various other tracking sheets• Coach all agents on a weekly basis for Quality, Performance, and Adherence Expectations. o Administer Corrective Action as needed including Termination. • Monitor Helpline Questions for Processing to provide prompt solutions. • Support fellow Supervisors to insure all agents have the support they need. • Lead team meetings, huddles, and a portion of Monthly Staff Meetings. • Support Employee Engagement, Performance Competitions, and Mental Health Activities monthly.

West Valley Utah

• Coached Resolution Agents on reaching goals of $55,000+ Recovered funds monthly. As well as resolving 100+ customer disputes.• Mentored Merchant Intervention agents on merchant best practices and high-risk behavior identification. • Coordinated with Proactive and Reactive fraud prevention agents on application trends to prevent fraud losses. • Daily call monitored agent conversations to ensure quality conversation practices.• Created and ran weekly Team Meetings delivering company and departmental policy updates.• Managed scheduling, Attendance, PTO, Time Approvals/Corrections, etc. • Created and continuously updated policy and procedures for the various branches of the department. • Set, monitored, and coached to production matrices to ensure productivity as well as thorough investigation was effectively accomplished. • Worked directly with Accounting, Marketing, Sales, Funding, merchant Support, collections, customer service, and other departments to gain resolutions. • Created training presentations for external departments to insure interdepartmental cohesion.• Trained and introduced awareness of Fraud and Risk to all new hire classes as onboarded. • Performed semiannual Performance Reviews to delivery yearly compensation to agents.• Developed monthly, quarterly, biannual, and yearly reports for management to present to executive board regarding fraud trends & loss prevented. RED Recovered funds & resolutions.• Hired, backfilled, and counseled agents to meet monthly, quarterly, and yearly goal expectation. • Resolved BBB complaints, executive level disputes, PR escalations (Investigative Reporters, PI’s, etc.) to protect the brand of the company.• Appeared in small claims court as needed regarding and subpoenas and mediation.

• Coached and Mentored SFC’s weekly.• Developed Departmental Training Materials and updates consistently.• Generated reports for management reporting to executive board. • Addressed escalation regularly to maintain High Customer Quality.• Filled in for management when unavailable.• Performed Finance Counselor functions to ensure coverage as needed. • Ran weekly team meetings and trainings as needed.

• Recruiting students and assisting them with the admissions process.• Work hand-in-hand with Finance and Academics collecting paperwork to ensure students start class with completed academic and financial paperwork.• 100-200 calls per day; 4 hours of talk time per day.