Betty Dickerson
Troy,MI
Summary
Detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Very experienced and knowledgeable in merchant services and credit card processing.
Overview
19
19
years of professional experience
Work History
Tech Support Team Lead/Account Specialist
North American Bancard
10.2006 - 01.2026
- Provided real-time coaching, guidance and feedback to over 35 Tech Support and customer service associates, helping to achieve development goals.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Evaluated data to identify trends and determine customer service needs.
- Conducted performance reviews for associates to reduce resolution times and improve customer satisfaction ratings.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Established and oversaw performance targets for call center associates.
- Determined quality assurance benchmarks and set standards for improvement.
- Created sales objectives and strategies to help struggling teams increase productivity and meet call metrics.
- Evaluated customers' potential needs to make appropriate recommendations.
- Monitored and tracked campaigns to determine effectiveness and future changes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Education
Bachelor of Arts - Business Administration-Marketing
Wayne State University
Detroit, MISkills
- Account investigations
- Billing issue resolution
- Business development
- Schedule coordination
- Customer engagement
- CRM software
- Microsoft office proficiency
- Clear communication
- Resource allocation
- Staff training and development
- Performance monitoring
- Production
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service.
- Trained and led technical support teams of more than 35 technical support specialists.
Timeline
Tech Support Team Lead/Account Specialist
North American Bancard
10.2006 - 01.2026
Bachelor of Arts - Business Administration-Marketing
Wayne State University
HIGHLIGHT OF QUALIFICATIONS
- Supervisory experience
- Results driven and goal oriented
- Energetic and highly effective leader and team member
- Excellent research skills combined with effective decision-making
- Exceptionally well organized and highly motivated
- Ability to work well with little to no supervision
- Excellent communication skills written and verbal
- Ability to multitask in a fast pace environment
- Extensive Bank card and credit card industry experience
- Strong working relationships with leaders and management of other departments
- Effectively coach associates to lower team’s AHT (Average Handle Time)
- Effectively coach associates to lower team’s ASA (Average Speed for Answer)
- Effectively coach team to increase team’s overall schedule compliance/adherence.