Customer Care Manager

Andy Tran, MBA

Lawrenceville, GA 404-***-****

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

EXECUTIVE SUMMARY

Resourceful and highly motivated professional offering 18 years of combined customer service knowledge and a demonstrated history of working in the financial services industry. With 16 years of experience in the Fintech space. High level of expertise in Client relations and retention, technical account management, and solutions consulting.

CERTIFICATIONS

Oracle Cloud Infrastructure Foundation certified, 2020

Microsoft Azure Cloud certified, 2020

Scrum Fundamentals certified, 2020

Six Sigma Yellow Belt, 2020

Negotiation Associate, 2020

CompTIA certified – IT Fundamentals, 2018

Microsoft Technology Associate in Networking (MTA), 2017

PROFESSIONAL EXPERIENCE

Georgia Gwinnett College Lawrenceville, GA

Instructor/Adjunct Professor – August 2015 – Present

Teach Information Technology topics: Software, Hardware, Internet, Networking, Security, Emerging Technologies

Ensures proper execution of curriculum including syllabi, course and lab content.

Teach both concepts and hands-on instruction to students.

Creates hands-on hardware and networking lab materials for the course.

Attends committee meetings on how to better the curriculum and discipline.

Aarons Kennesaw, GA

Operations Manager- May 2019 – September 2019

Relationship management:

Build strong and sustained relationships with other Customer Retention Operational leaders.

Develop and maintain strong communication lines between CR Operations, CR Support, and other functional departments within the organization.

Managing expectations of internal customer and stimulate cooperation.

Increasing satisfaction level of internal customer.

Dealing with complaints and dissatisfaction regarding the area of responsibility or share dissatisfaction items outside the own area of responsibility with the appropriate counterpart within the Customer Relations management team.

Product:

Development and continuous improvement of Customer Outcomes, in such a way that optimum service, support and performance is delivered:

Support and enable the development, optimizing and maintaining the structure, systems, instruments and procedures in relation to the area of responsibility.

Continuous improvement aiming for a more efficient and effective way of working regarding the areas of responsibility.

Determine requirements, conditions and targets for the department and/or area of responsibility.

Stericycle Atlanta, GA

Customer Success Manager - December 2018 – May 2019

Partner with clients through a strategic and consultative approach to understand business needs, issues, and priorities. Review complex client requirements on ongoing basis and provide specific solution recommendations.

Proactively monitor customer engagement (via Salesforce, order platforms and internal systems) and work with teams cross-departmentally to ensure an excellent customer experience.

Priority Payment Systems Atlanta, GA

Integrated Solutions Manager - December 2017 – May 2018

Point of contact for all gateway integrations.

Ensure timely completion of integrations.

Technical liaison between clients and technical teams, developers, and engineers.

Set up test sandbox accounts.

Vantiv/Wordpay Atlanta, GA

Technical Account Manager- April 2015 – December 2017

Facilitate partner/project certification experience.

Support Beta processing activities (as required by customer or partner)

Senior Client Manager- April 2013 – March 2015

Manage new customer boarding process.

Daily account maintenance, research, settlement, production support, outages, and file extracts

Successfully manage client relationships which results in high levels of client loyalty.

Schedule weekly or/biweekly client calls to maintain open communication between both companies.

Provide constructive feedback to management and other areas of the company to positively impact the reputation of WorldPay in the marketplace.

Customer Care Supervisor- April 2013 – Feb 2015

Tracking agent performance on metrics (AHT, adherence)

Handling escalations.

Supervising upwards of 16 customer care agents.

Received Vanguard 2012 Employee of the Year Award.

Collaborated with training department to design a useful and updated training manual for customer care department.

Retention Manager- April 2011-Feb 2015

Oversee 10 retention specialists.

Handle pricing escalations.

Training of specialists to improve processes.

Account Manager- March 2008 – March 2011

Support for National Account Team.

Handle high volume merchants.

Communicating with management members on high profile accounts.

Maintaining high levels of customer service.

Assisting Director of Customer Care with high profile escalations.

Mid-Market Specialist- June 2006 –Feb 2008

Running special market reports.

Assisting Supervisor with escalations as necessary.

White glove assistance.

Customer Care Specialist- April 2003 – May 2006

Mentoring and leading other customer care agents.

Handling high volume calls.

Work on special projects to better understanding the business.

EDUCATION

Master’s in Business Administration (MBA) – Magna cum laude

American Intercontinental University – September 2012

Bachelor’s in Business Management (BBA) – 3.8 GPA, Highest honors

American Intercontinental University – April 2006

Associates Degree – Business Management – 3.9 GPA, Highest honors

Gwinnett Technical College – June 2002

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