Crystal Leiter
Merchant processing
Lawton,OK
Summary
Dedicated Financial Banking professional with 17 years of service delivery and proven abilities to function in a fast paced and growing market.
Knowledge of industry standards to maintain compliance with association standards.
Educated in many de-escalation techniques with proven results in lasting client relationships.
I am seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, pursuing advancement opportunities and growth.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work History
Premier Account Manager
BlueFin Payment Services
Atlanta, GA
06.2022 - 12.2023
- Managed approximately 50 Corporate accounts with multiple locations and varying processing types from face to face to Ecommerce.
- Provide accurate resolution for clients in all aspects of their business from accounting reporting to technical solutions.
- Assisted with sales process and upgrading equipment, reporting and additional solutions to ensure smooth business activities.
- Multiple quarterly checks to ensure client satisfaction and provide additional services.
Built relationships with client and provided white glove service. - Documented client contacts within SalesForce and other reporting systems.
- Engaged other teams like sales and activation to assist with client needs.
Senior Client Support Specialist
Fiserv
Liberty Lake, WA
07.2020 - 04.2022
- Responded to all client inquiries over phone, email and case work asking appropriate questions to facilitate resolution.
- Interacted with team members across departments to research and resolve customer issues.
- Took ownership with escalations to provide expedited resolution within 24 - 48 hours. If resolution could not be provided expectations were to have multiple contacts with clients providing updates.
- Record all client interactions within SalesForce cases.
Submit referrals to Retention and Sales depending on client needs and concerns. - Maintain product knowledge and industry standards to ensure clients are within compliance.
Account Manager
Bank Of America Merchant Services
Liberty Lake, WA
03.2016 - 06.2020
- Managed 20 to 30 corporate accounts with multiple locations, supporting varying types of processing from brick and mortar to Ecommerce.
- Acted as a singular client contact and liaised with multiple teams to ensure accuracy and resolution.
- Built and strengthened long-lasting client relationships by actively listening and engaging clients and responding to their needs.
- Completed multiple client check ins annually to ensure client satisfaction and offer additional services and products.
- Contributed to team objectives in fast-paced environment.
Team Lead
Bank Of America Merchant Services
Spokane, WA
12.2012 - 03.2016
- Trained new team members by relaying information on company procedures and requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different departments to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Directed and supervised team of 40 engaged in coaching and associate development.
- Held monthly team meetings to inform team members on company news and updates.
- Handled all escalations and provided 1st call resolution.
Education
Diploma -
Abilene High School
Abilene, TX 08.2002 - 06.2005
No Degree - Business Administration And Management
University Of Phoenix
Spokane Valley, WA 09.2005 - 12.2007
Skills
- Multitasking and Prioritization
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Creative Problem Solving Efficient and DetailOriented
- Building Customer Trust and Loyalty
- De-escalation Techniques Upselling Products and Services
- Customer Account Management
- Proficiency in Microsoft Office
- Salesforce CRM
- Proactive Self-Starter
- Account management
Timeline
Premier Account Manager
BlueFin Payment Services
06.2022 - 12.2023
Senior Client Support Specialist
Fiserv
07.2020 - 04.2022
Account Manager
Bank Of America Merchant Services
03.2016 - 06.2020
Team Lead
Bank Of America Merchant Services
12.2012 - 03.2016
No Degree - Business Administration And Management
University Of Phoenix
09.2005 - 12.2007
Diploma -
Abilene High School
08.2002 - 06.2005
Quote
Do not go where the path may lead, go where there is no path and leave a trail.
Ralph Waldo Emerson
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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