Davai Anderson
Capitol Heights,MD
Summary
Product professional with proven expertise in driving product success through strategic planning and market analysis. Skilled in cross-functional team collaboration, adapting to changing needs, and achieving impactful results. Extensive experience in analyzing customer insights, managing product lifecycles, and delivering effective solutions.Known for reliability, adaptability, and results-focused mindset.
Overview
15
15
years of professional experience
Work History
Senior ERP Product Specialist
Nuvei ( Formally Known as Sage Payment Solutions)
11710 Plaza America Drive Reston VA, 20190
05.2023 - 02.2025
- Assisted with demonstrations for several Sage products to showcase functionality.
- Supported sales representatives during client meetings by providing expert knowledge on specific features or functionalities of the given product line.
- Trained and provided coaching to several junior team members.
- Boosted customer retention by providing exceptional product support and addressing user concerns.
- Spearheaded successful product launches, generating widespread brand awareness and interest from potential customers.
- Researched product's technical specifications and accurately communicated information.
- Optimized inventory management, ensuring timely availability of products for customers.
- Collaborated with cross-functional teams to streamline product development processes.
- Developed comprehensive product training materials, significantly improving team knowledge and customer support quality.
Merchant Readiness Analyst
Sage Payment Solutions
04.2019 - 05.2023
- Provide an Extraordinary Customer Experience across multiple Sage products by addressing inquiries using a variety of channels
- Managed the work schedule for myself as well as assists colleagues with, balancing and maintaining scheduled implementation / activation appointments
- Mentored junior team members, fostering a culture of continuous improvement and professional growth within the organization.
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
- Provided training to newly approved clients on how to utilize one or more of the provided compatible software's / programs for credit card processing
- Built and added gateway services to newly approved merchant accounts, such as providing access to mobile services and ACH processing
- Capture / entry of all other data as may be requested by management to facilitate operations
Customer Supper Analyst I
Sage Payment Solutions
10.2017 - 04.2019
- Managed incoming merchant calls, emails, support tickets and live chat sessions by troubleshooting and servicing merchant terminal problems (i.e. communication problems, error messages and general questions).
- Document each customer incident in the call tracking system in a clear, concise, and understandable format and ensured that all appropriate call tracking information was recorded properly.
- Escalated unresolved customer issues with all pertinent information included, to appropriate resources (including Team Supervisor if warranted).
- Provided first level technical support for existing SPS Gateway and Virtual Terminal merchants for bankcard, virtual check, shopping cart, Donate Now, VEST, VT3, integrated payment applications and other related products.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
Department Coordinator
Sage Payment Solutions
03.2016 - 10.2017
- Support other teams with various administrative tasks (redirecting calls, disseminating correspondence, scheduling meetings, etc.)
- Ensure completion of special projects and merchant trainings
- Gathered, entered, and updated data to maintain departmental records and databases.
- Served as link between clients & employees by handling questions, interpreting
- Promoted quality services in accordance with agency policies and procedures
- Using Outlook calendar, scheduled strategy and debrief discussions with management and team members as necessary
Reimbursement Counselor - Orencia Program
Aerotek
11.2015 - 02.2016
- Monitored and evaluated claims adjudication processes, making recommendations for improvement as needed to reduce errors and increase efficiency.
- Leveraged strong negotiation skills to secure favorable payment terms on behalf of patients with limited financial resources.
- Report any reimbursement trends/ delays to supervisor (e.g. billing denials, claim denials, pricing errors, payments, etc.)
- Processes any necessary insurance/ patient correspondence.
- Provides all necessary documentation required to expedite payments.
- Coordinates with inter-departmental associates to obtain appropriate medical records as they relate to the reimbursement process. This includes demographic, authorization/ referrals, National Provider Identification (NPI) number, and referring physicians This includes demographic, authorization/ referrals, National Provider Identification (NPI) number, and referring physicians
- Basic knowledge of ICD-10 coding
- Understanding of commercial and government payers
Operations Manager
AU & Associates
05.2011 - 11.2015
- Establishes recruiting requirements by studying organization plans and objectives; meeting with managers to discuss needs.
- Builds applicant sources by researching and contacting community services, colleges, employment agencies, recruiters, media, and internet sites; providing organization information, opportunities, and benefits; making presentations; maintaining rapport.
- Determines applicant requirements by studying job description and job qualifications.
- Attracts applicants by placing job advertisements; contacting recruiters, using newsgroups and job sites.
- Determines applicant qualifications by interviewing applicants; analyzing responses; verifying references; comparing qualifications to job requirements.
- Arranges management interviews by coordinating schedules; arranges travel, lodging, and meals; escorting applicant to interviews; arranging community tours.
- Evaluates applicants by discussing job requirements and applicant qualifications with managers; interviewing applicants on consistent set of qualifications.
- Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary.
- Manage staff, preparing work schedules and assigning specific duties.
Administrative Assistant
Global American Staffing - FLIR
07.2014 - 10.2014
- Answers, screens, and directs incoming telephone calls. Responds to routine and non-routine inquiries as appropriate.
- Schedules appointments, makes travel plans, arranges meetings, and prepares required materials.
- Provide support to department members as requested, and handling office issues as required.
- Prepare and maintain work processing, spreadsheets, data bases, and/or other software files and information.
- Schedules appointments, makes travel plans, arranges meetings, and prepares required materials. May attend meetings and record and report on proceedings.
- Organizes and maintains departmental files. Opens, reviews and distributes incoming mail. Prepares and ships outgoing mail.
Assistant Investigator / Admin Support
AU & Associates
04.2013 - 02.2014
- Composed violations, maintenance directives, and compliance forms for Sr. Investigators
- Traveled to Food Service Establishment for routine inspections of outdoor/indoor interceptors
- Resolved discrepancies using standard procedures
- Complete multiple projects and assignments by or before deadline
- Updating and confirming client account data
- Maintaining filing system electronically and standard
Data Entry Operator
AU & Associates
04.2012 - 04.2013
- Research missing data
- Log applicant information in excel spreadsheet
- Direct phone calls and visitor's to proper personnel
- Explain purpose, protocol's, and expectations of the department to inquiring potential employees
- Work independently to meet department deadlines for audits
- Uphold company policy of confidentiality
IT Support Analyst
AU & Associates
09.2011 - 03.2012
- Respond to request for IT assistance in a timely manner via phone or email
- Diagnose and resolve hardware and software issues
- Identify and prioritize situations requiring urgent care
- Cooperate with inventor personnel to issue company phones, lap tops, and desktops including upgrades and setups
- Maintain internal client satisfaction by excelling in customer service
Bank Teller
SUNTRUST BANK
05.2010 - 12.2010
- Accurately process customer needs of withdraws and deposits in into personal accounts
- Offer banking products and credits to existing and potential customers
- Verified checks for proper endorsements, dates, and amounts
- Prepare bank deposits for Federal reserve bank
- Maintain high level of safety, accuracy, and client satisfaction
Education
High School Diploma -
Parkdale High School
Riverdale, MDSkills
- Customer engagement
- Product training
- Product launches
- Pricing strategy
- Product demonstrations
- Product documentation
- Problem-solving
- Teamwork and collaboration
- Friendly and patient
- Customer communication and empathy
Timeline
Senior ERP Product Specialist
Nuvei ( Formally Known as Sage Payment Solutions)
05.2023 - 02.2025
Merchant Readiness Analyst
Sage Payment Solutions
04.2019 - 05.2023
Customer Supper Analyst I
Sage Payment Solutions
10.2017 - 04.2019
Department Coordinator
Sage Payment Solutions
03.2016 - 10.2017
Reimbursement Counselor - Orencia Program
Aerotek
11.2015 - 02.2016
Administrative Assistant
Global American Staffing - FLIR
07.2014 - 10.2014
Assistant Investigator / Admin Support
AU & Associates
04.2013 - 02.2014
Data Entry Operator
AU & Associates
04.2012 - 04.2013
IT Support Analyst
AU & Associates
09.2011 - 03.2012
Operations Manager
AU & Associates
05.2011 - 11.2015
Bank Teller
SUNTRUST BANK
05.2010 - 12.2010
High School Diploma -
Parkdale High School