Alexander Olson
Renton,WA
Overview
11
11
years of professional experience
Work History
Technical Account Manager
Stripe
08.2022 - Current
- Manage accounts exceeding a combined $4.5B in annual processing volume, maintaining high levels of user satisfaction
- Provide tailored product solutions for recurring billing, platform payments, local payment methods, fee reporting, and user onboarding
- Triage payment processing and operational issues, and partner cross functionally to resolve major executive escalations
- Routinely deliver custom optimizations for auth rates, interchange/scheme fees, chargeback prevention, and fraud prevention
Senior Priority Operations Specialist
Stripe
01.2021 - 08.2022
- Partnered cross functionally to troubleshoot the highest tier of escalated user issues, achieving 106% of target case productivity
- Managed and administered new hire training on interchange/scheme fees, fee reporting, and product pricing
- Appointed as Operations SME for the two largest pricing increase projects impacting 1M+ users, which resulted in a combined 0.6% user contact rate, 4.23 average CSAT, and zero user escalations
- Acted as Community Lead for North America, aiding with spin-up and existing staff placement
Manager, Client Success Team
Gravity Payments
01.2020 - 12.2020
- Created and successfully implemented a net new onboarding, installation, and support handoff process spanning all ops teams, leading to an 8% increase in CSAT/NPS
- 96% overall team wellbeing score in 2020 COVID Wellness Survey (vs. 65% company average)
- Founding member of the COVID e-commerce pivot team, helping hundreds of brick and mortar merchants remain solvent by quickly pivoting to the e-commerce space
- Led the reorg of the Sales Operations team, establishing new individual metrics, team KPIs, and a comprehensive new hire training program
Client Success Manager
Gravity Payments
04.2018 - 01.2020
- Managed a portfolio of 900+ SMB accounts, addressing and prioritizing all support and account management needs
- Triaged and escalated cases to relevant operations, risk, and deployment teams to deliver an effortless client experience
- Administered all customer onboarding surveys, including follow up and post-mortems
- Reduced attrition of house and orphaned merchant accounts from 24% to 14% YoY
Support Representative
Gravity Payments
08.2016 - 04.2018
- Addressed escalated payment gateway, chargeback, reconciliation, settlement, and funding issues via phone and email
- Performed troubleshooting and general support for over 100 unique terminals, gateways, mobile solutions, PC-based and cloud-based POS systems
- Sole inbox manager, managing between 60-100 unique cases concurrently, ensuring all cases were handled within defined SLA
- Selected as Support team's point person for the following industry updates: TLS1.2, SHA-2, and MC2.
Client Service Analyst
Fiserv
01.2013 - 08.2016
- Performed virtual and on-site consultations for best practices at banks and data centers across North America
- Completed installation and migration projects with widely varying bank software modules
- Partnered with multiple teams to provide cross-platform support and training
- Exposed and researched bugs in new releases, escalating to development when appropriate
Education
University of Washington, Seattle
Skills
Payment Gateways
Hosted Payment Pages
SQL
Payment Terminal Programming
APIs
Recurring Billing
ACH Payments
Chargebacks
Merchant Account Onboarding
E-commerce CMS platforms
Business Process Improvement
CX/CS, Voice of the Customer
Interdepartmental Relationship Building
Internal and Client-Facing Training
MS Office Suite
Salesforce
Zendesk
Websites
Volunteer Activities
- FareStart: Server
- Lauritzen Botanical Gardens: Deer Drive, Attendant
- Ashland Manor Nursing Home: Transport Assistant
- Food Lifeline: Sorter/Packer
- Conservation NW: Planter/Grounds maintenance
- KidsCo: Donation Coordinator
- Art Corps: Ticket sales
- Spoked to Ride: Donation Coordinator
- Pottery Northwest: Ticket sales, silent auction sales
- Stamp Out Hunger: Sorter
References
Available Upon Request
Timeline
Technical Account Manager
Stripe
08.2022 - Current
Senior Priority Operations Specialist
Stripe
01.2021 - 08.2022
Manager, Client Success Team
Gravity Payments
01.2020 - 12.2020
Client Success Manager
Gravity Payments
04.2018 - 01.2020
Support Representative
Gravity Payments
08.2016 - 04.2018
Client Service Analyst
Fiserv
01.2013 - 08.2016
University of Washington, Seattle