Manager Engineer
Resume:
Circle 561-***-****
Greenacres, FL E-mail
***** *********@yahoo.c
om
Anthony S. Smith
Objective To pursue a challenging career in customer support
and technologies that will utilize my knowledge and
experience and offer opportunities for growth and
advancement.
Professional 07-2009 - Present First Data Merchant
Experience Services Coral Springs, FL
Senior Implementations Representative
Coordinate work flow and setup of multimillion
dollar accounts for multiple Account Executives
Perform quality checks on accounts to ensure all
industry compliance and production standards are
met
Resolve escalated account issues in a timely manner
Independently managed projects worked in a timely
manner
Documentation of all accounts worked
Create and maintain daily and weekly reports to
monitor account activity and identify trends,
inactivity, or occurrences
03-2007 - 07-2009 First Data Merchant Services
Coral Springs, FL
Account Implementation Specialist (Assistant
Manager)
Coordinate work flow for a staff of 20 employees to
meet SLA standards
Set up Merchant Processing Accounts and perform
quality checks on accounts to ensure that all
production standards are met.
Resolve escalated account issues in a timely
manner.
Establish new procedures to improve current
processes for the growth of the department.
Create and maintain daily reports to reflect team
productivity and identify opportunities for
improvement.
Perform problem identification and resolve
escalations.
Train employees on daily tasks and system
operations to improve individual productivity
standards
Communicate status of operations to allow for
immediate response to service disruptions.
Adjust work schedule to meet business needs.
Act as manager for the team in the absence of the
manager.
02-2006 - 03-2007 First Data Merchant Services
Coral Springs, FL
Account Implementation Representative II & III
Set up accounts for various merchants.
Assisted sales representatives with establishing
multiple accounts.
Performed quality checks on accounts that were set
up for merchants ensuring that all production
standards are adhered to.
Coordinated work flow for a staff of 20 employees
to meet SLA standards.
Resolved escalated account issues.
07-2004 - 11-2005 First Data Merchant Services
Coral Springs, FL
Customer Contact Associate II / Technical Support
Engineer
Resolved billing or service complaints and referred
grievances to designated departments for
investigation.
Provided training and support on supported credit
card terminals.
Assisted Trainer as needed.
Conferred with customers by phone regarding
statements and terminal needs.
Took inbound calls to support merchants processing
with First Data Merchant Services.
10-2001 - 07-2004 First Data Merchant
Services Coral Springs, FL
Technical Support Engineer / Help Desk Professional
Took inbound calls to support customers with
Gateway computer technical issues.
Assisted supervisor on team.
Conferred with customers by phone regarding
statements and terminal needs.
Resolved billing or service complaints and referred
grievances to designated departments for
investigation.
Education 08-1993 - 07/1997 Florida A&M University
Tallahassee, FL
Bachelors of Science in Business Administration
(Attended)
06-1993 Glades Central Comm. High School FL
High School Diploma (Graduated)
Skills and Proficient in Microsoft Office Applications
Qualifications including Power Point Presentations, Excel
Spreadsheets, and Microsoft Word.
Flexibility in workflow management
Outstanding business and leadership skills needed
to be innovative and focused.
Excellent Organizational Skills, Problem Solving
skills, and Interpersonal skills
Ability to prioritize and work with minimal
supervision.
Ability to train small groups on processes and
procedures to ensure uniform work flow and
production within the department
Strong ability to multi-task.
Typing speed - 60wpm
References Available upon request
Contact this candidate