Customer Service Manager
Resume:
RAYNARD R. THOMAS
** **** ***** ******* *.Y. ****5 · Cell: 516-***-****
**********@*******.***
Objective
Personable and hardworking Credit Card software & Customer Service Manager with 20+ years’ experience. Able to combine excellent organizational skills with hands-on technical knowledge. Superior attention to detail and a stalwart work ethic who always exudes professionalism.
EXPERIENCE
OCTOBER 2016 – APRIL 2024
TECH SUPPORT MANAGER: BENCHMARK PAYMENT NETWORKS, COLD SPRING HARBOR, NY
Assist merchants with Visa, Mastercard, Discover & American Express inquiries and disputes
Heavy Customer Service telephone skills
Troubleshoot & resolve customer service requests & inquiries
Process incoming & outgoing applications
Resolve complex terminal problems via telephone by utilizing knowledge of the internal system
Daily monitoring of terminal closing and solving operator problem batches
Programmed terminals for merchants
Provided terminal / merchant training of new employees
Other related duties as required or assigned
JULY 2004 – OCTOBER 2016
CUSTOMER SERVICE MANAGER: IRN PAYMENT SYSTEM, WESTBURY, NY
Assist merchants with Visa, Mastercard, Discover & American Express inquiries and disputes
Heavy Customer Service telephone skills
Troubleshoot & resolve customer service requests & inquiries
Process incoming & outgoing applications
Resolve complex terminal problems via telephone by utilizing knowledge of the internal system
Daily monitoring of terminal closing and solving operator problem batches
Programmed terminals for merchants
Provided terminal / merchant training of new employees
Other related duties as required or assigned
Continued next page
JUNE 1997 – JUNE 2004
SR. CUSTOMER SERVICE REP / TECH SUPERVISOR: FIRST DATA (A.K.A CONCORD PAYMENT SYSTEM) NEW YORK, NY
Assist merchants with Visa, Mastercard, Discover & American Express inquiries and disputes
Heavy Customer Service telephone skills
Troubleshoot & resolve customer service requests & inquiries
Process incoming & outgoing applications
Resolve complex terminal problems via telephone by utilizing knowledge of the internal system
Daily monitoring of terminal closing and solving operator problem batches
Programmed terminals for merchants
Provided terminal / merchant training of new employees
Other related duties as required or assigned
SEPTEMBER 1996 – MAY 1997
SR. CUSTOMER SERVICE REP: OMNI CARD, HUNTINGTON, NY
Assist merchants with Visa, Mastercard, Discover & American Express inquiries and disputes
Heavy Customer Service telephone skills
Process incoming & outgoing applications
Programmed terminals for merchants
Order supplies
MAY 1994 – AUGUST 1996
RESEARCH ANALYST/ SR CUSTOMER SERVICE REP: CREDIT CARD SOFTWARE SYSTEM NEW YORK,NY
Assist merchants with Visa, Mastercard, Discover & American Express inquiries and disputes
Heavy Customer Service telephone skills
Process incoming & outgoing applications
Programmed terminals for merchants
Order supplies
SEPTEMBER 1978 - JUNE 1982
HIGH SCHOOL DIPLOMA, WYANDANCH, NY
Major in Science, Mathematical reasoning, Social Studies, History
SEPTEMBER 1982 – MAY 1984
BROCKPORT STATE UNIVERSITY, rochester, NY
SKILLS
Microsoft Office Suite, General office skills: telephone, email, fax, filing & editing
Customer Service
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