Customer Service Manager

Nicola Mendonca *-*** McLevin Ave, Scarborough, ON M1B 6C6

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**********@*******.*** . 647-***-****

Dear Hiring Manager,

Please accept the enclosed resume as an expression of interest in exploring

employment opportunities with your organization.

I bring 11 years of extensive hands-on experience in customer service,

operations and administration management across client and merchant

services. I am confident I have the strengths and qualifications to make an

immediate and sustained contribution to your organization.

Highlights of the strengths I bring to the company include:

. Advanced administrative skills to update & maintain database, produce top

calibre reports, presentations, and professional correspondence.

. Proven ability to deal with a wide range of individuals in a stressful

and time sensitive environment.

. Proven ability to take high priority initiatives from initial needs

analysis through to full execution.

. A tireless work ethic characterized by a commitment to excellent service,

diligence, initiative and reliability.

. Sound technical skills to provide technical support for online e-payment

systems.

. Strong interpersonal/group/teamwork

. Great communication skills (oral and written )

My enclosed r sum provides further details of my career accomplishments

and I have progressed in responsibility levels throughout my career. I look

forward to meeting with you regarding a career opportunity and will follow

up this letter to arrange a meeting so we can discuss your company's needs

in detail. In the meantime, you can reach me at the above telephone number

or email. Thank you for your time and consideration.

Sincerely,

Nicola Mendonca

Nicola Mendonca 8-200 Mclevin Ave, Scarborough, ON M1B 6C6

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**********@*******.*** . 647-***-****

OPERATIONS SUPPORT ADMINISTRATOR/ E-PROCESSOR

SUMMARY OF QUALIFICATIONS

. Accomplished expert with 11 year's experience in client based

services.

. Advance administrative, client relations, payment management,

technical support and risk assessment acumen.

. Provide client services at every stage of contact

. Team player who promotes learning and motivates staff productivity

through insight, knowledge and training.

. Demonstrated ability to meet project and task deadlines, excellent

organizational skills and effective problem solving abilities.

. Medical Terminology Certification.

. Proficient computer skills in word processing, spreadsheet and

database systems including Microsoft Office (Word, PowerPoint, Excel,

Access).

KEY ACCOMPLISHMENTS

. Composed comprehensive user manuals for POS system and Payment

Processing for various Merchant's used by the Payments Department.

. Instructed staff in service systems, procedures and strategies for

fast and efficient processing.

. Composed and implemented procedures for all payment reconciliation's

. Acted as reference for all language related issued in composing

written and verbal responses.

Operations Support Administrator/E-Payments Processor Jan

2007- Jun 2011

Net Present Services, Toronto ON.

. Reconciled several online deposit methods via credit cards, ACH,

Neteller, Click2Pay, Moneybookers, UseMyWallet, and GBP Debits.

. Worked with business analysts in the requirement gathering process for

custom written processing software.

. Supplied 2nd level technical support for live payment systems and

monitored the ticketing system to ensure speedy resolutions and smooth

operation, preventing issues from being lost in the system.

. Collaborated with the infrastructure team and technicians during

maintenance or malfunctions to manage bottle-necks of re-routed

tickets and informed clients and Processors durning system slowdown.

. Entrusted to handle risk processing, reconciling, monitoring and

updates for credit card chargebacks, refunds, retrievals, daily

decline rates and hourly testing.

. Performed risk profile assessments by running transaction details

through the system infrastructure and complied recurring data for

evaluation.

. Acted as primary contact for 3rd party processors such as credit card

companies.

. Played as active role in configuring the data systems to perform and

report all reconciliations for each client.

. Monitored and adjusted the internal POS Processor Configuration when

necessary to facilitate higher success rates for deposits, including

adjusting limits based on Processor time zones and credit card

routing.

. Oversaw the Daily Payments processing to ensure there was no over

payments to any customer's account and to ensure for reconciliation's

purposes the dollar amount being sent to each specific payment options

were corresponding with the amounts on our system and the specific

merchants.

Nicola Mendonca 8-200 Mclevin Ave, Scarborough, ON M1B 6C6

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**********@*******.*** . 647-***-****

Processing And Credits Manager

Jan 2003 - Dec 2006

eCom ServCorp.Toronto, ON

. Managed call support escalations relating to processing and payments

disputes.

. Exercised conflict resolution skills with tactful professionalism in

dealing with dissatisfied customers and clients.

. Directed a team of payment agents on various aspects of handling

issues and developed methods to facilitate faster resolutions.

. Evaluated payment declines to see if it involved reconfiguration

issues of technical changes to Processor code.

. Reconciled e-Payment purchases and payment transactions for credit

cards, FirePay, Neteller and other alternative payment options system-

to-system (Processor to POS)

. Managed all wire transfers in and out of our Merchants accounts in

order to cover payouts.

. Manager all Merchant accounts and related issues

. Composed comprehensive user payment's manual used by the processing

team

. Handled staff related issues ensuring the Payment's Department daily

operation ran smoothly.

Customer Service and Payment Clerk

Jul 2000 - Dec 2002

EXC Company, Toronto, ON

. Exported Point-of-Sale (POS) payments and processed via bank wire,

neteller, credit cards, firepay, bank draft and cheques to individual

customers.

. Exclusively provided payments support to customers using varying

media, including live chat, email and telephone.

. Provided customer support for non-payment issues, such as password

changes, POS errors, downloading problems and more. Also served as

primary contact for VIP groups and clients.

TECHNICAL / PROFESSIONAL DEVELOPMENT

Medical Terminology Certificate

2014

South Lake Tahoe USA

Windows Operating System

2009

Windows Application such as MS Office Suite: Excel, Word, PowerPoint,

Outlook

Nexient 2008

Certificate of Completion in Microsoft Excel 2000-2003 Level 3 Data List

Management

Centennial College

2008

General Management Certificate

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate