Elizabeth A. Sayles

ad37nt@r.postjobfree.com • LinkedIn

Maricopa, AZ 85138 • 623-***-****

Professional Experience

Growth-focused professional with rich background in providing exceptional customer service with proven track record of driving business growth and operational efficiency.

Areas of Expertise

•Productive Great Listener

•Complex Problem Resolution

•Exceptional Customer Service

•Proficient Written and Verbal Communication

•Empathetic to Customer’s Needs

•Strategic Mindset

•Strong Attention to Detail

•Internal Cross-Collaboration

•Provides Resolution and/or Education

•Excellent Time Management

•Identifies Process improvements

•Microsoft Outlook Proficiency

•Client Management & Sales

•Team Player – dependable and trustworthy

•Salesforce Expertise

Career Experience

Private Consulting Engagement – Small Business, Maricopa, AZ 2022 – Current

Owner and Manager of Short-Term Rental cabin property located in the San Bernardino Mountains, CA.

●Partner with the Management company for reservations, made through AirBNB, VRBO, and Booking.com. Currently a 4.98 rating.

●Manage the cash flow statement and balance sheet for operational efficiencies.

●Timely and effective communication with guests.

●Welcome letters are sent to include the lock code, weather conditions and places of interest. Created a welcome book and is placed in the cabin for the guest’s reference during their stay.

Sales Coordinator, American Express; Global Merchant Services, Regional Client Manager Group, Phoenix, AZ 2013 – 2022

●Devised and executed custom micro-strategy reporting for various industries within Merchant Force. Onboarded and facilitated Client Managers by conducting new-hire training/mentor. Served as Interim Client Manager for six different portfolios during their absence. Increased portfolio growth and generated significant revenue for GMNS business by supporting to 2 directors and 14 client managers. Cultivated and nurtured merchant relationships by assisting client managers or facilitating escalated merchant issues., such as chargebacks, AR/AP payment issues, B2B and B2C pricing, and hierarchy updates. Identified growth/decline opportunities within CLM’s portfolios of 9K+ accounts. Created Reports within Merchant Force and system tool decks. Documents are now utilized by Executive Team during the onboarding and training for new hires.

●Closed high-growth potential merchants for GCS Leads in coordination with internal colleagues, including the Supplier Enablement Team, Merchant Acquisitions, and GCS. Attained $2M+ annual growth by organizing meeting calls with clients and negotiating value of acceptance.

●Submission Monitor Holds – Partnered directly with RISK and merchants, resulting in release of $700k in held funds. Delivered merchant transaction resolution.

●Identified, Designed and Implemented Merchant Force (Salesforce) Dashboards for prospecting volume expansion, pipeline management, tracking merchant-CLM activities. Sr Leadership utilizes the tool for coaching and mentoring the Client Managers. Recipient of 2021 Leadership Award for Innovation.

Client Manager Liaison, American Express – Merchant Servicing Operations, Phoenix, AZ 2010 – 2013

Spearheaded front-line support for client managers, merchant acquisitions, and internal business colleagues. Delivered comprehensive new hire training/onboarding for Liaisons. Acted as a direct liaison for merchants, effectively resolving complaints escalated to the CEO level promptly. Cultivated and nurtured strong working relationships with merchants, providing satisfactory resolutions and valuable education.

●Designed and implemented streamlined standard operating procedures, optimizing departmental efficiency.

●Led knowledge-sharing initiatives and meticulously analyzed reports to proactively identify areas for process improvements, fostering a culture of continuous enhancement.

●Addressed merchant customer needs effectively by collaborating closely with Cross-Functional Team Leaders (CLMs) and merchants through conference calls.

Additional Experience

Account Specialist, American Express – Merchant Servicing Operations, Phoenix, AZ

Phone Representative, American Express – Merchant Servicing Operations, Phoenix, AZ

Education

Associate of Arts & Science Delta Community College, Midland, MI

Awards

Frammy Leadership Award for Innovation, 2021

Outstanding Leadership Award, 2015, 2018, 2019

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