SUMMARY Professional business support specialist with over seven years combined experience in customer service, banking and payment card industry and project management.

EXPERIENCE

Confidential Business Support Specialist, March 2012- Present

• Provide the Relationship Management Team with the tools and information necessary to increase client satisfaction and ultimately, increase client retention.
• Provide enhanced support for the more than 3000 accounts <$45 million that have assigned relationship managers, but no account management assignment.
• Support National, Commercial and Business Banking Relationship Management Teams.
• Enhanced support responsibilities include, but are not limited to audits, business review data, RFP data requirements, and large scale research requests and interchange analysis.
• Support North, South, Proprietary and TSYS platforms.
• Data mining, analysis and data manipulation.
• Input data into business presentations using powerpoint with charts and graphs representing data.
• Provide interchange analysis and reasons for downgrade activity.
• Prioritize a multitude of incoming projects on a daily basis to meet SLA timeframes.
• Audit accounts rates/fees as requested and submit updates where needed accordingly.
• Responsible for engaging internal teams to gather requested information as needed.

Confidential (July 2007- November 2008) Joint venture to Confidential (January 2009-2010) Joint venture to Confidential (January 2010-Present)

Account Manager, July 2007- Present

• Serve as the primary point of contact for assigned merchant portfolio working primarily with corporate level contacts.
• Retains, manages and expands major merchant relationships.
• Experience with contract and pricing negotiation.
• Facilitate staff meeting once a month.
• Perform account audits of rates, fees and indicators on assigned portfolio.
• Directs the management of all account relationships by phone and email.
• Conduct and manage regular status reporting and ongoing maintenance of portfolio database system to measure performance and results.
• Acts as transaction processing consultant for merchants providing alternative processing solutions and options.
• Monitors and analyzes financial consequences of processing methods, and works with merchants to minimize their costs.
• Coordinate to ensure timely and appropriate responses to issues, concerns and requests.
• Fast paced and experienced in time management of servicing multiple merchants, platforms and industries.
• Work with merchants to ensure they are in compliance.
• Obtain documentation and setup new locations to accept credit card payments.
• Work with project management team as needed for complex conversion projects to proprietary system.
• Complete PowerPoint presentations and excel documents.
• Cross sell products and services.
• Perform ad hoc requests.
• Work with risk, fraud and chargeback group to resolve merchant issues and/or minimize risk to company and merchant.

Confidential, Canal Winchester, OH Personal Banker, October 2006- July 2007

• Identify and work with customer to collect on overdrawn accounts.
• Perform as a team to achieve individual and banking office sales goals.
• Open new accounts, take loan applications and perform loan closings.
• Make sales referrals to specialized areas of the bank based on needs of the customer.
• Conduct telephone calls to current and potential clients for sales and customer service opportunities.
• Research customer inquiries and explain bank policies and procedures.
• Responsible for maintaining up-to-date knowledge of products, services, technology, and regulations.
• Comply with internal security policies and procedures and maintains customer confidentiality at all times.
• Maintains records, reports, and procedures required by the office.
• Complete dashboard and P&L report monthly.
• Trained in anti-money laundering, BSA, KYC, and CTR's.

Confidential, Columbus, OH Direct sales representative, July 2006-October 2006

• Direct sales for business advertising in Columbus. Example: (Donatos, Papa John's and Columbus Clippers)
• Door-to Door sales and marketing.
• Mentoring support and training for new hires.
• Provide leadership to the team for daily target sales route.
• Encourage positive attitude and motivate new hires before going out to the neighborhoods.

Confidential, Parkersburg, WV Customer Service Representative, November 2005- July 2006

• Open new accounts and perform daily bank teller responsibilities.
• Assist the supervisor in ATM and vault balancing, money ordering, and cross selling credit union products.
• Research and resolve customer bank related issues and questions.
• Provide customer service to credit union members and also encourage non members to join.
• Trained in anti-money laundering, BSA, KYC, and CTR's.

Confidential, Parkersburg, WV Customer Service Representative, February 2005-November 2005

• Performed basic teller operations.
• Refer customers to Personal Banker to open new account, loans or any other related product.
• Assist supervisor with ATM balancing.
• Gained knowledge of bank products and services available to the customer.
• Encourage customers to take advantage of loan rates and account specials.
• Trained in anti-money laundering, BSA, KYC, and CTR's.

COMPUTER/TECHNICALSKILLS Crystal Enterprise, LotusNotes, Outlook, Access, Microsoft Office, Passport, Galaxy, D3000, Enterprise Sales and Service, Salesforce.com, Data Integrity, MSA, DSS, Mreports, Citrix and Sharepoint.

EDUCATION: Bachelor of Arts Major: Business Management Minor: Marketing

Associate of Arts Major: Business Administration

HONORS

• Dean's List (Kaplan University, WSCC)
• Sigma Beta Delta (Business Honor Society)
• Several Customer Recognition awards at Bank of America Merchant Services