Technical Support Relationship Manager

Shaye C Pleasant

**** ******** ** ************, ** 21133

*****.********@*****.*** 770-***-****

PERFORMANCE SUMMARY:

Organized, energetic professional with demonstrated leadership strengths and proven ability to manage multiple responsibilities in a fast-paced environment with strict deadlines. Adept in communication, technical/professional knowledge; as well as conflict management skills used to service and influence the development of others. Track record of upholding, integrity, and interpersonal awareness to build trust and drive individuals to succeed. CORE COMPETENCIES

KEY ACCOMPLISHMENTS

• Consistently met deadlines while demonstration strong analytical and problem-solving skills to achieve corporate objectives

• Established good working relationships with external/internal customers/clients and vendors

• Developed new quality standards for better quality performance and reliability

PROFESSIONAL EXPERIENCE

RU Practical, CA (Remote/Contract) — Director of POS Technical Support Aug 2023-Nov 2023

• Managed Onboarding Applications

• Supported Field Agents with processor support

• Technical Support

• Relationship Manager with vendors/merchant services

• Handled software application access

• Developed documentation/procedures

●Connecting with People ● Empowering Others ● Managing Performance

● Establishing Focus ● Managing Change ● Reporting

● Providing Motivational

Support ● Developing Others ● Building Collaborative Relationships

● Fostering Teamwork

●Technical Expertise

● Documentation

● Conceptual Thinking

● Analytical Thinking

● Forward Thinking

i3Verticals, Murfreesboro, TN

Deployment Supervisor & Trainer 2021-2023

• Distributed/Monitored deployment requests for new/existing merchant accounts

• Executed quality control of all department requests

• Inventory Management – (Ordering, Monitoring, Managing, Invoicing)

• Met with departmental leadership to review/discuss business matters

• Developed/Enhanced current policies and procedures for the deployment team

• Created and streamlined department training materials

• Conducted new hire trainings

• Established company equipment pricing structures

• Built strong relationships with sales partners, contributors, and frontline management

• Workforce Management (PTO Requests & Payroll)

• Relationship Manager for third-party vendors

• Product Manager of new equipment/software for company i3Verticals, Murfreesboro, TN

Technical Support Supervisor & Trainer 2020-2021

• Conducted new hire training

• Workforce Management (PTO Requests & Payroll)

• Handled product support for new equipment/software

• Created Weekly/Monthly Report Stats for SLAs

• Handled escalated issues/concerns from customers/sales partners

• Developed departmental processes/procedures

• Conducted call monitoring / QA

• Met with departmental leadership to review/discuss business matters

• Assisted technical support team with heavy call volume i3Verticals, Atlanta, GA

Deployment Trainer/Technical Support Team Lead 2014-2020

• Administered all equipment deployments for newly boarded/existing accounts

• Executed quality control of all deployments

• Met with departmental leadership to review/discuss business matters

• Created/Streamlined department training documents

• Conducted new hire training sessions

• SME (Subject Matter Expert) to support operational departmental SLA’s Global Payments, Owings Mills, MD 2008-2014

Escalated Support Services II

• Identified and provided resolutions for all escalated customer issues

• Provided second level technical assistance to customer service/technical support teams

• Subject matter expert (SME) for the New Hire trainings during Live call modules

• Provided technical support for projects/prospective rollouts for the operational teams

• Assisted the product team with new projects and system rollouts

• Risk Matters

EDUCATION

Goucher College, Baltimore MD

M.ED - Athletic Leadership Administration & School Improvement Leadership BA - Bachelor of Arts, Communications & Media Studies

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