Payment Specialist

Sharon A. Dupree

Silver Spring, MD

240-***-**** (phone)

************@*****.***

Professional Summary

Over 15 years of experience in the Merchant Services Industry with experience in Ecommerce, Payment Processing, and Gateway Support. Excellent history of production volume, customer rapport, and client success within a SaaS company and banking industry.

Experience

Technical Implementation Specialist

Settlement Support Specialist

Autoscribe Corporation

Gaithersburg, MD

March 2020- present

• Establish collaborative relationships with clients and provide strategic value to client accounts.

• Manage the implementation process to deliver products and services in accordance with the Sales Agreement.

• Evaluate clients' needs for configuration such as integration with API’s, WEB products, IVR and Text Payment Applications

• Coordinate with internal departments and external stakeholders to ensure a timely implementation of new services.

• Product Demos and Training Sessions for users.

• File automation/FTP/CIF/ACH

• Reconciles all settlement accounts daily.

• Balances bank statements daily, resolving any returns and out of balance conditions.

• Researches and resolves issues causing out of balance conditions.

• Works with Networks and internal departments to resolve settlement related issues.

• Maintains and documents settlement procedures.

• Processes adjustments for financial institutions daily

• Merchant ACH/Credit Card set up.

• Proof of Authorization/NACHA rules

Support Engineer

StayNTouch

Bethesda, MD

April 2018 – February 2020

● Troubleshoot client issues -Integration with, Point of Sale, Back Office Systems (reporting software, accounting software, key vendors, telephone systems, etc.) and Central Reservation Systems (CRS)

● Patched software and installed new versions to eliminate security problems and protect data.

● Performed root cause analysis and general troubleshooting.

● Assessed system hardware and software (PMS, POS, API’s, Vendors)

● Ensure all issues are properly documented and escalated effectively using Jira

● Prioritizing and managing all open issues at one time.

● Prepare accurate and timely documentation for internal and external users. Merchant Setup Coordinator V – Team Lead

Merchant Link LLC

Silver Spring, MD

April 2013 - April 2018

● Establish and maintain assigned dealership/district accounts

● Data Entry/Order entry of all accounts boarding on network

● Account Management – Ecommerce

● Third Party Processing Setup (American Express, Discover, and Visa/MasterCard)

● PMS/POS/EMV configuration

Relationship Manager

Customer Loyalty Manager

Client Success Manager

First Data Corporation

Hagerstown, MD

Nov 2010 – Apr 2013

● Supported new and existing projects with advanced skills in document management, customer relations and reporting.

● Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.

● Coordinated with operations staff to resolve service problems and boost client satisfaction.

● Introduced clients to available online resources and services to increase convenience.

● Customer Loyalty Team, Retention, and Training Mentorship Program

• Dispatch technicians for ATM repair reconfigure and loading container files to devices

• Second level escalation, preformed rate analysis, one call resolution, troubleshoot systems. SKILLS / STRENGTHS

Critical Thinking

Client Needs Assessment

Troubleshooting and Diagnosing

Help Desk Support

System Provisioning

System and Hardware Implementation

CRM/Ticketing System: Fresh Desk, Happy Fox, Proforma, Dynamics, Jira, Confluence, Smartsheet Microsoft Office Suite

Education/Certifications

Ashworth College Norcross, GA

Enrolled, Business Management Degree Program

● Certified Maryland Title Insurance Producer Independent Contractor

● M.E.C. Mortgage Education Loan Officer Course

● Certified Loan Signing Agent

● Commission Notary Public - Maryland

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