Collis N. Howe

Mobile: 443-***-****

Email: acvmhj@r.postjobfree.com

Atlanta, GA

PROFILE STATEMENT

Professional Research Representative who is intuitive, adaptable and has an analytical customer service management background with over 18 years of experience providing leadership in customer focused environments. Expertise in building rapport, creating new opportunities, and maintaining customer relationships to ensure excellence and satisfaction. Specialize in coordinating and maintaining a strong channel of communication with all levels of management. Track record of consistently meeting and exceeding customer expectations with the ability to meet strict goals to ensure compliance within the company guideline.

AREAS OF EXPERTISE

Customer Relations - Project management - Professional Development - Problem Resolutions

Quality Assurance – Training - Communication Skills – Reconciliation- Prioritizing-Automotive Service and Sales

PROFESSIONAL EXPERIENCE

Risk Analyst, Global Payments 10/2015 to 04/2016 Atlanta, GA

Proactively monitored and worked reject reports to validate, resolve, clear discrepancies and identify suspicious trends to protect the bottom line.

Interface regularly with Alliance Bank partners. Coordinate risk assessment and mitigation efforts with other areas of the business such as Sales, Compliance, Legal, Operations, Client Services, etc. Complete special projects as assigned. This position requires one to exercise discretion and independent judgment in making decisions and interact effectively and positively with all levels of personnel, partners, and vendors.

Lead all team performance goals, ensuring all departmental standards are met or exceed expectations

Serve as Subject Matter Expert (SME) in project meetings and for departmental function

ISO Client Specialist I - II, Global Payments 11/2013 to 09/2015 Owings Mills, MD

Initiated new merchant accounts, general maintenance for existing customers and assist in resolving day to day issues as raised by the ISO.

Provided excellent customer relations for Key Account Investors with emphasis on commitment and accountability, and strived for excellence in support of ISO relationships.

Coach team members on performance. Create reports on accuracy and efficiency of production.

Processed credit card payments, merchant funding- Wire transfer/ACH/Oracle/Data Entry/General Ledger. Created, reconciled and distributed 1099 tax forms.

Provide technical support and training to team members as well as new and current ISOs

Research Analyst I - II, Global Payments 8/2012 to 11/2013 Owings Mills, MD

Identified all areas of advancement and development opportunities.

Managed escalations through implementation and follow-up. Reporting via Excel, Ad Hoc.

Approved account maintenance changes and assisted with complicated research issues.

Maintained Service Level Agreement and Educated merchants regarding MC/Visa regulations.

Researched and reconciled fees, missing payments, surcharges, Statements and billing, pricing.

Maintenance merchant’s accounts for set up accuracy/pricing. Create reports via Excel, Ad Hoc reporting.

Documented detailed facts of problem, cause and resolution for each research request. Communicated and submitted written correspondence to sales representatives, financial institutions and merchants for case resolutions.

Merchant Service Analyst, Global Payments 02/2011 to 08/2012 Owings Mills, MD

•Appropriately utilized system applications and resources to accurately and effectively provide a comprehensive and high quality services for all customer needs

•Handled inquiries, and resolved customer problems and complaints with care and efficiency

•Acquired, retained, and developed profitable relationships through phone channel

•Explained chargeback’s to merchants to ensure proper methods are utilized when processing

•Provided excellent customer service, meet all quality standards to include necessary follow up and ensured one call resolution.

Part Sales Manager, Auto Zone Inc. 06/2009 to 08/2011 Baltimore, MD

Hired, trained, and evaluate personnel in sales for promoting or developmental opportunities

Administered systems and programs to reduce loss, maintain inventory control, or increase safety.

Effectively lead the store operation in the Store Manager’s and/or Assistant Store Manager's absence.

Worked effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems

Service Associate W, W, Grainger Inc. 05/2008 to 07/2009 Falls, Church, VA

•Assists customers in the selection of product by effectively communicating product and service offerings over the phone or in person.

•Takes personal ownership for meeting established individual and team metrics. Consistently executes on all BBX requirements.

•Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.

•Shipping and Receiving handling deliveries, knowledge of Bill of ladings and Hazmat regulations. Pull product for same day deliveries, next day deliveries or transfers to other stores. (Will Call) Stock warehouse and sales floor.

Retention Specialists, Comcast Communications 07/2003 to 01/2008 New Bedford, MA

•Resell the benefits and value of products and services

•Dissuade customers from disconnecting and/or downgrading services

•Respond to customer inquiries in a responsive, timely, accurate manner and negotiating price points.

•Consistently exceed sales and service goals by ascertaining customer needs and interests, cross selling and/or upgrading products and services.

•Quickly and effectively solve customer challenges

•Responsible for retaining customers in order to maintain Market Revenue Performance.

EDUCATION

Tad Technical Institute Chelsea, MA Certificate in Automotive Technology 1997

John D. O’ Bryant School of Math’s and Science Boston, MA Diploma 1995

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