Customer Service/Tech Support Supervisor
Resume:
Denver, CO *****
**********@*****.***
Nathaniel O. Walker III
Objective
Seeking a position that will allow the utilization of extensive troubleshooting, customer service, communication, and organizational skills.
Summary
Experience
A high-energy, enthusiastic and dependable individual who excels in challenging and competitive environments. Strong analytical and problem solving skills. Motivated self-starter with an aptitude for learning new skills quickly. Proven ability to work independently as well as a team environment. Handle simultaneous projects, diffuse escalations and meet deadlines.
6/2007- 10/2016 Global Pay Inc Owings Mills, MD
Senior Analysis I
Answer calls dealing with technical issues with multiple credit card terminals, check imagers and readers, touchtone/IVR phone processing, virtual terminal processing, and check processing. Educate merchants on policies, procedures, and products.
Accurately document customer conversations in appropriate systems. Set merchants up with different card types, answer general questions and provide excellence customer service. Given the task of walking merchant through steps to correct their problem or replace hardware in an effective and timely manner.
Added Voice Authorization to the additional queue of Tech support in a manner of weeks. In a matter of months added an additional queue of Merchant Activation in which I changed departments and still handled the prior calls. Then learned two more help desk to support check and virtual terminal calls. Additional point of technical escalation for check technical support. Work multiple reports for the check help desk.
Suggested that the reps have a number that we could call for assistance on troubleshooting steps that were not covered in training. This resulted in our Transtalk phone system in which the domestic help desks can call seniors for help with issues that cannot be resolved on their own.
As a part of leadership, directly supervise 15+ employees.
Handle escalations and act as a manager in the absent of management, provide assistance to peers and juniors.
Helped complete the Global Check Migration from Niles to Owings Mills.
Send out helpful hints and coach team members.
Trained Team Lead in Check Authorization who in turn traveled to the Philippines to train 12 employees.
Trained two Second Level representatives who traveled to the Philippines to train 15+ employees in Check Tech Support and Customer Service.
Provide ICU assistance to reps when the Help Desk migrated to the Philippines.
Help implement process improvements.
Conduct coaching sessions and one on ones with junior reps.
Attend leadership meetings with upper management and also participate in conference calls with directors.
Act as a Manager in the absence of a manager.
Complete assigned projects by deadline.
Offer improvements to policies and systems.
Download and run the Dialer for Collections. Help Collections with their calls.
05/2002-6/2007 Nifty Cleaners Baltimore, MD
Customer Service
Opened and closed store.
Involved in the receiving and disbursing of customers’ clothes after receiving payment.
Resolved customers’ disputes with service.
Kept and maintained a periodic inventory of everything in store.
Supervised one to two employees.
Accomplishments
Quality Star Award 3 times- award for achieving the highest Quality Score amongst team members.
Commitment & Accountability Award 2010, award given from Team Lead for consistently demonstrating dedication to Global Payments and customers. “Worked diligently with Check Reporting calls and returning calls while still assisting his team with card activation calls. Customers can feel compassion and willingness to help. It is clear he embraces Global Payment’s values thus setting an example for peers.” Deborah Hammond-Manager
Commitment & Accountability Award 2015- award given from Manager for significant contributions to the business as well as accomplishments and innovation, consistent with Global Payments Inc. Missions and Values.
Circle of Excellence Program 2012, 2014, and 2016- one of the most celebrated award programs for all Global Payments. Designed to recognize and reward top performers for following important corporate values and contributing to the success of the company. Nominees must fall within the top five percent of all performers in their region and must positively impact revenue, expenses, quality, processes, customer satisfaction, and/or quality of the workplace.
Education
2004-2011 Morgan State University Baltimore, MD
B.S, Business Administration
References
Furnished upon request
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