Customer Service Sales

**** ******** ** ***** 720-***-****

E mail abmeym@r.postjobfree.com

Denver, CO 80221

Nicole Jackson

**** ******** ** ***** 720-***-****

E mail abmeym@r.postjobfree.com

Denver, CO 80221

Nicole Jackson

Objective

Currently seeking a challenging professional position that will allow the pursuit of training and

data integrity improvement.

Extremely organized; Skilled at efficiently multi tasking with strong initiative tendencies, Proven

Skills

ability to quickly learn and retain new information; Detail oriented; Excellent written and verbal

communication skills; Professional phone etiquette; Proficient in: Microsoft Word; Excel; Power

Point; Project, Access, Outlook. Partially proficient in SQL Management Studio

Professional 6/07 – 11/09 Reed Group Westminster, CO

Reporting Analyst

experience

Manage, create and define internal and external reports

Train helpdesk staff on proper procedures and data integrity improvement

Research and deliver trend analysis. Trends are highly dependant on plan design, therefore

important to understand client plan design and process flow.

Perform report audits for data integrity

Define root causes for data errors and produce long term solutions to enhance integrity

Document processes that have been created

Run Ad Hoc reports for Account Managers, Operations Managers and sales personnel

Perform system enhancement QA testing, document and report results to development staff

7/03 – 6/07 First Horizon Merchant Services Englewood, CO

Senior Business Integration Analyst:

Responsible to create and update all proprietary technical specifications.

Design, maintain and execute QA and compliancy testing scripts as industry requirements

change.

Perform all intricate regression testing of various message specifications to new and changing

environments. This includes all testing for system conversions and integrations.

Develop documentation of all processes to ensure thorough understanding and audit ability.

Facilitate conference calls with parties worldwide to ensure project timelines are on track.

Team Leader for the Certification Analyst team, required to provide on going training, serve as an

escalation contact, advisory and supervision. To include generating training material.

Assist Senior Management in determining and evaluating requirements for all new in house

software development.

8344 Umatilla St Phone 720-***-****

E mail abmeym@r.postjobfree.com

Denver, CO 80221

Nicole Jackson

Manage and test new code for implementation on a state of the art Tandem environment that

processes over 1.2 million transactions per day for over 60,000 merchants.

Responsible for making recommendations of code that should be considered as well as ensuring

that appropriate regression testing is performed before scheduled code rolls.

Work directly with Visa, MasterCard, American Express, Discover, Canadian Imperial Bank and

Banco Popular for file transmission resolution, compliancy issues as well as required certifications.

Completed certification requirements for Amex CAPN and PCI compliancy

Certify proprietary merchant point of sale software systems to interface with a proprietary state

of the art card processing host environment using a variety of different communication methods

including TCP/IP and sFTP.

Stay up to par on all new communication options and POS technology to provide new solutions

for our Sales department.

Top tier support for many inter company departments to include: Accounting, Product

Management, Solutions Engineers, Relationship Management, Customer Service, and the

Merchant installation team. This support includes: support and guidance of new sales as well as

current merchants from a technical standpoint, research and resolution of unresolved billing issues,

management of debit network issues including merchant and bank funding.

Manage all top tier operational issues for a high volume technical support call center of 3

supervisors and 35 representatives to include: Thorough diagnosis of the issue, such as: placing

line handler scopes, reading message format files, restoring and reading settlement/extract files,

assisting in the diagnosis of POS communications failures, and any other necessary

troubleshooting to pinpoint processing problems.

6/99 7/03 First Horizon Merchant Services Englewood, CO

Certification Analyst:

Certify mainstream point of sale software systems to interface with a proprietary state of the art

card processing host environment using a variety of different communication methods including

TCP/IP and sFTP. Certification entails heavy data analysis, running scripts, reviewing reports and

providing feedback to the merchant.

Ensure current processing software from vendors such as Verifone, Hypercom, Lipman, and

Ingenico are capable of qualifying at Visa and MasterCard preferred qualification levels.

Proactively analyze various message set data to define and determine possible causes of sporadic

transaction errors for clients such as Starwood, Helzberg Diamonds and St. Jude Donations that are

8344 Umatilla St Phone 720-***-****

E mail abmeym@r.postjobfree.com

Denver, CO 80221

Nicole Jackson

discovered by data analysis.

Stay up to par on all new communication options and POS technology to provide new solutions

for our Sales department.

9/98 5/99 First Horizon Merchant Services Englewood, CO

Technical Support Representative:

Maintained the highest call acceptance and availability rate for 6 months running.

Accept incoming calls regarding point of sale equipment

Correct communication problems; Build files and down line load required software.

9/96- 9/98 US Bank Denver, CO

Merchant Performance Optimizer:

Analyze and troubleshoot hardware and software problems for point of sale credit card terminals.

Down load required software and program terminals

Direct education to merchants of credit card equipment operations for optimal processing and

qualification.

Responsible for retaining merchants that have the intent to close. This includes but not limited to,

repricing rate and fee schedules on merchant accounts, offer discounted Application upgrades.

Education 2002-2007 DeVry Denver, CO

Continuing Education, Credit Earned toward Bachelor of Science/Business Administration

1995 - 1997 Parks College Denver, CO

Degrees Earned Associate of Applied Science in Accounting/Business

Administration/Computer Applications

Contact this candidate