Customer Service Tech Support
Resume:
Lyndsay Abel
Oxford, MS *********@*****.*** 662-***-****
Education
Concorde Career College Memphis, TN
Associates of Science August 2016
Emphasis in Dental Hygiene
Skills
● Team Management
● Documentation and Reporting
● Excellent Communication
● Training
System Expertise
● Excel
● Word
● Powerpoint
● Outlook
Industry Specific System Expertise
● Iris
● Mreports (TSYS online portal)
● Business Track (FD online portal)
● Merlink (chargebacks)
● Security Metrics (PCI)
Product Expertise
● PayTrace
● Swipesimple
● NMI
● Authorzie.net
● Ingenico
● Pax
● Verifone
● Dejavoo
● Ironpay
● IronPOS
● Clover
Work Experience
Ironwood Financial Oxford, MS July 2019 - March 2023 VP of Operations April 2022 - March 2023
● Lead Customer Service, Tech Support, Partner Support, Onboarding, and Deployment teams
● Escalation point for all departments
● Managed BIN reporting
● Managed employee reviews
● Managed compliance violations
● Managed onboarding and offboarding of employees under my supervision
● Timesheet Approvals
● Managed time off request
● Monitored that tickets were being worked and resolved by SLA dates
● Lead conversions for new partners and implementation for training and relationship management
● Assisted as secondary support for Risk
● Assisted with onboarding of new accounts
● Assisted with new product rollouts
● Assisted the Director of Training with documenting internal procedures across all support departments: Customer Service, Tech Support, Product, Onboarding, and Deployment teams
Director of Client Services April 2021 - April 2022
● Over saw Customer Service, Tech Support, Onboarding and Deployment
● Timesheet Approvals
● Escalation point for all
● Managed time off request
● Managed compliance violations
● Managed employee reviews
● Managed onboarding and offboarding of employees under my supervision
● Assisted as secondary support for Risk
● Assisted with onboarding of new accounts
● Managed and oversaw training request
● Monitored that tickets were being worked and resolved by SLA dates Customer Service Account Manager July 2019 - April 2021
● Customer service for Ironwood’s portfolio of merchants
● Monitored accounts daily for abnormal activity or potential issues
● Handled technical support calls and placed equipment orders
● Resolved merchant complaints before escalating to manager
● Updated ACH and Federal income tax information on merchant accounts
● Assisted in training for new customer service agents
● Managed chargebacks for portfolio
United States Coast Guard Active Duty July 2009 - December 2014 Reserve Duty December 2014 - Present
Yeoman
● Assist with hiring and separations of members
● Ensure pay and entitlements are correct
● Manage personnel records
● Manage household goods transportation
● Managed ID card creation
References available upon request
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