BOBBIE WARD
Atlanta,GA
Summary
Client service professional with 10 years of experience in financial services and software industries. Expertise in client relationship management, payment solutions, onboarding, and technical product support. Proven track record in improving operations, enhancing client satisfaction, and meeting SLAs. Skilled in CRM systems like Salesforce, payment process management, and data-driven problem-solving. Actively seeking a new role to apply my expertise in delivering exceptional service and operational excellence.
Overview
10
10
years of professional experience
Work History
ENTERPRISE CLIENT SERVICE MANAGER
Payoneer (Remote)
07.2022 - 10.2024
- Served as the primary point of contact for enterprise clients and internal escalations, managing complex technical payment processes to ensure accurate and timely transactions.
- Handled 100+ monthly client inquiries, delivering timely resolutions and consistently maintaining high service standards.
- Collaborated with cross-functional teams (compliance, risk, finance, and product) to deliver customized, solutions-oriented support while achieving 100% SLA compliance.
- Provided dedicated technical account management for high-tier clients across e-commerce, freelance, affiliate marketing, travel, and digital royalties verticals.
- Analyzed client data, led operational initiatives, and resolved escalations, reducing ticket volume by 40% for a key client.
- Delivered platform training sessions and onboarding kickoffs for new clients, ensuring seamless integration and enhanced customer engagement.
MERCHANT ACCOUNT MANAGER
LINQ (Remote)
08.2021 - 07.2022
- Collaborated with Chase Bank to onboard 20–30 new client accounts at a time, ensuring smooth integration and exceptional onboarding experiences.
- Configured payment systems post-onboarding, guaranteeing seamless integration and accurate processing for new clients.
- Processed customer chargebacks and ACH returns while maintaining compliance with financial protocols and standards.
- Served as the primary escalation point for Customer Support and internal teams, resolving payment-related concerns efficiently and ensuring prompt issue resolution.
- Coordinated with sales, implementation, and support teams for successful post-implementation handoffs and continued client support.
- Managed TITAN Family Portal Merchant Services projects, overseeing implementation from kickoff to support handoff, ensuring smooth transitions.
- Collaborated with Product Management, providing customer insights and feedback to enhance product development.
- Delivered client training on payment products, promoting thorough understanding and adoption of solutions.
- Fostered strong relationships with merchants, internal teams, and stakeholders, ensuring alignment of goals and expectations.
- Generated accurate reports for the accounting department, providing critical data for financial review and analysis.
CARD SERVICE ANALYST
Associated Credit Union
Norcross, Georgia
05.2017 - 06.2020
- Managed chargebacks by conducting detailed transaction research, submitting documentation to payment processors, and ensuring timely communication of outcomes to customers.
- Monitored provisional credit general ledger accounts daily, maintaining 100% accuracy in tracking dispute statuses and resolutions within required timeframes.
- Collaborated with fraud and collections departments to investigate and resolve account discrepancies efficiently.
- Performed quality assurance on credit card applications to ensure compliance with regulatory standards and system accuracy.
- Responded to member inquiries regarding account statements, balances, and card functionality, achieving a 97% satisfaction rate based on feedback.
- Prepared and analyzed daily reports for card services, tracking key metrics and ensuring accurate service-level reporting.
- Acted as a subject matter expert for internal teams and members, addressing debit and credit card-related concerns effectively through secure email, Microsoft Outlook, and phone communications.
- Leveraged systems including Visa, FIS, and Symitar to execute transactions, resolve issues, and maintain seamless service delivery.
CUSTOMER SERVICE REPRESENTATIVE
Total Systems
Columbus, GA
02.2015 - 05.2017
- Maintained product knowledge of all aspects of consumer card programs, including features, benefits, fees, service charges, and disclosure requirements
- Provided customer service, maintaining a 98% quality score by ensuring clear, accurate, and timely responses to inquiries and resolving issues efficiently
- Processed credit card payments accurately and efficiently
- Researched credit card denials and resolved issues by providing explanations to customers
- Calculated charges and addressed billing questions, ensuring customer clarity
- Reviewed and updated customer accounts, making necessary changes as required
- Processed cardholder requests, including balance transfers, and ensured all required documentation was completed and posted accurately
RETAIL BANKING ASSOCIATE
Columbus Bank & Trust
Columbus, GA
07.2016 - 03.2017
- Processed checks and payouts, meticulously verifying signatures and amounts to eliminate errors
- Utilized Salesforce to track and manage referrals, driving customer engagement and increasing referral conversions
- Advised customers on available services, consistently achieving referral targets and enhancing overall satisfaction
- Issued cashier's checks, ensuring all details were accurate and processed within established timeframes
- Reconciled cash drawers daily, ensuring precise transaction accuracy and promptly addressing any discrepancies
Education
Some College (No Degree) -
Georgia State University
Atlanta, GASkills
- Client Relationship Management
- Payments and Financial Processes
- Client Onboarding
- Product Support
- Cross-Functional Collaboration
- Data Analysis and Reporting
Timeline
ENTERPRISE CLIENT SERVICE MANAGER
Payoneer (Remote)
07.2022 - 10.2024
MERCHANT ACCOUNT MANAGER
LINQ (Remote)
08.2021 - 07.2022
CARD SERVICE ANALYST
Associated Credit Union
05.2017 - 06.2020
RETAIL BANKING ASSOCIATE
Columbus Bank & Trust
07.2016 - 03.2017
CUSTOMER SERVICE REPRESENTATIVE
Total Systems
02.2015 - 05.2017
Some College (No Degree) -
Georgia State University