Lisa J Woods

ac51fm@r.postjobfree.com

404-***-****

Summary:

I’m an accomplished Client Relationship Management professional with experience in Account Management, Customer Service and Sales Support functions.

I have the experience needed to foster, nurture and maintain your company’s interactions with customers and sales prospects in a fast-paced, high volume environment.

I have strong MS Office skills including Word, Excel, PowerPoint, Outlook and SharePoint as well as experience with Salesforce.com and PeopleSoft.

I possess excellent human relations skills, including excellent written and verbal communication and group presentation skills.

I have a solid working knowledge of the financial/banking business in terms of organization, operations, and process along with excellent time management skills and work with minimal direct supervision.

As a highly accomplished Settlement Executive with seasoned experience within the credit card processing industry.

Adept in PCI, Settlement, Merchant Reserves, Electronic Payments, Collections, Operational Risk, and financial services.

Proven change agent, versed in balance sheet reconciliations, and & leading initiatives.

Professional Experience:

Priority Payment Systems, Alpharetta, GA January 2016 - May 2018

Settlement Supervisor

Provided leadership and guidance in the direct reports' development of TSYS & FD Settlement and Collection Analysts & monitored individual performance and provided regular weekly training and coaching

Handled escalated issues presented by internal and external clients which included merchants, Independent Sales Offices and Third-party Collection agencies.

Responsible for daily reconciliation of accounts and provided monthly loss reports via Excel spreadsheet documents to Accounting Department.

Provided training to team and developed department workflows to increase efficiencies to minimize errors.

Participated in troubleshooting and resolved issues related to merchant settlement and clearing of credit and debit card processing exceptions and ACH returns.

Served as a point of escalation of TSYS/First Data exception process.

Reviewed and reconciled post Settlement DDA ACH returns for First Data/TSYS. Reconciled and journalized the daily activity of all merchant’s reserves, settlement, and operations DDAs. Investigated and resolved outstanding merchant receivables items.

Created and maintained departmental functional documentation, workflows and checklists.

Processed incoming merchant payments for debt recovery. Processed merchant refunds and adjustments via First Data/TSYS protocol with a focus on accuracy and timeliness.

Compiled and recorded all losses, bad debt, and potential “red flag” accounts to Executive team monthly.

Closely cooperated with internal partners (Risk, Operations, Merchant Support, Product Management, Chargebacks, Compliance) on daily routine items and ad hoc requests

Priority Payment Systems, Alpharetta, GA

Account Executive/ Customer Support

Provided customer support with some light sales to existing merchants on behalf of a major financial institution. Offered exceptional customer service to differentiate and promote the company brand.

Enriched customer confidence by actively listening to client concerns and giving appropriate recommendation to help increase merchant revenue by educating about product quality and value.

Worked assigned leads, tracked & managed results through Salesforce and submitted monthly reports to ensure accuracy of performance.

Walmart, Suwanee GA August 2015 - January 2016

Customer Service Manager (Part-Time)

Worked to improve profit and attain sales target of the supermarket by optimizing the customer experience by ensuring fast & friendly service & handling all complaints, queries and other service related issues.

Recruited, interviewed, trained, coached and developed new employees and provided coaching at departmental meetings and initiated corrective actions when necessary.

Provided daily audits on all registers and safe to ensure balance accuracy and assist lost prevention to reduce shrinkage.

Reed Construction Data/CMD Group, LLC, Norcross GA January 2013 - November 2015

Source Relationship Specialist

For a subscription-based construction data provider, I covered the northeastern United States to collect information from private owners, developers, planning and zoning commissions about early planning of new commercial construction.

Data gathered provided the content for information products.

Researched and developed new sources of project leads through cold calling entered and monitored project information into CMD’s propriety database and track leads through Salesforce.

Fiserv, Inc., Norcross, GA September 2005 - August 2012

Sr. Client Relationship Specialist Representative

Maintained portfolio of key accounts to develop partnerships and understand client’s technology strategies around their accounting Finance operations and worked directly with banks and Credit Unions as well as internal Fiserv employees to resolve issues and final product and service offerings that will make clients more successful.

Proactively contacted clients to ensure renewal of agreements by identifying, answering and resolving escalated calls from customer care that involved billing complaints and recommending potential upgrade opportunities where possible.

Managed the onboarding process of recent implementations to ensure that all deliverables are processed in a successful and timely manner manage next generation products identified & forwarded to sales and track results using Salesforce.

Iron Mountain/DSI Escrow Services, Norcross, GA September 2002 - September 2005

Client Representative

Contacted assigned clients 90 days on contract renewal to up-sell complimentary service offerings to increase client billings.

Worked with client to insure all outstanding invoices remain current and qualified billing information to ensure accurate renewal. intent to renew – if changes are required make the necessary adjustments in the database as needed. Work with accounting team as needed to insure client information is accurate.

Maintained, updated and corrected customer account information for assigned client base as requested by the client – worked with other departments to ensure all updates are performed by contractual guidelines.

Perform account reconciliations and account summaries upon request. Provide support to clients using the portal.

Prepare reporting on qualification tracking for assigned territory to management on a weekly basis.

Processed terminations, unscheduled billing and credit request when required for assigned account base as needed to bring the account up to date.

Built customer relationships by identifying client issues, providing customer education and training on product solutions and educated clients on emerging industry trends.

Lead renewal and/or RFP process for customer by identifying gaps in the current contract in place and understanding customer needs to successfully renew the contract.

Performed customer analysis and made recommendations on appropriate pricing structure and contract requirements by collecting on outstanding receivable by identifying billing errors and followed up on payment arrangement to ensure timely payment for services and products received.

Classified Ventures, LLC Chicago, IL September 2001 - September 2002

Accounts Receivable Analyst

Maintained a list of key contacts for each account, prepared and organized proper documentation necessary to secure payment arrangements.

Managed account transactions in support of the receivables process, including establishing and maintaining account reconciliations by reviewing weekly aging report and addressed accounts 45+ days past due, handle all incoming calls from customers including returning the calls and expediting requests in a timely manner, managing the collection activities by collaborating with the various team members to eliminate all obstacles creating disputes with our customers.

Managed accounts to meet and exceed the established goals using an analytical approach that is systematized and sustainable.

First Data Financial Services, Matteson, IL November 1996 - May 2001

Collections Supervisor

Led charge-off collections team of 30 team members and provided training, coaching and performance management to ensure service levels were met.

Handled all escalated issues to ensure proper resolution.

Managed aged accounts receivable reports by defining assigned targets and put strategies together to meet individual and team goals.

Maintained detailed collection reports and call logs regarding accounts receivable status, collection

activity and actions.

Resolved outstanding billing issues while managing past due balances and maintaining positive client relationships.

Participated and identified areas of improvement to standard collection processes and ensured those standards are met

Negotiated with debt consolidation companies to secure settlement offers

Education:

Strayer University - Business Administration concentration in Accounting, Currently Enrolled

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