Delecia Evans
Dallas,TX
Summary
Goal-oriented, extremely motivated and highly respected professional with extensive Contracts Review, Technical Support and Sales Support Analyst processing skills. Top-notch professional with 22 years plus experience completing special projects at the senior management level. Self-starter with a proven track record of developing business strategies and leveraging core strengths/relationships to gain top customer satisfaction. Consistent career record of productivity to surpass organizational expectations and exceed aggressive departmental targets.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Sales Support Analyst
NCR Voyix
Dallas, TX
08.2021 - Current
- Responsible for working with NCR merchant customers in both a Sales as well as Sales support role.
- Responsible for reviewing and analyzing complex merchant statements for those who opt out of standard pricing, analyzing the individual pricing, revenue, and cost elements for each of these merchants.
- Provides proposed pricing to merchants
- Works with the merchant customer to complete all required paperwork, including obtaining the signed merchant Statement
- Assists completion of required paperwork for large merchants, working with the sales teams to ensure quality and speed of implementation.
- Keys customers deals and sends to underwriting for approval
- Answering emails from Sales team with questions on completing deals.
- Answering emails and pends from underwriting for approvals.
- Maintained up-to-date knowledge of product features and pricing policies.
- Worked closely with other departments such as Underwriting, Pricing Team, and Sales team to ensure smooth communication between teams.
- Developed materials for training new team members on sales operations procedures.
- Provided feedback on ways to improve existing processes within the department.
Technical Support
NCR
Atlanta, GA
10.2019 - 08.2021
- Keying VAR information into the system for install.
- Providing assistance to customers install and basic trouble-shooting regarding service delivery
- Handled installation outages
- Component level problems, and other technical issues
- Efficiently working cases and resolving issues from Customer service,Customers directly and Sales team.
- Escalating appropriate cases to teams that handles certain problems in a timely manner.
- Following up on issues to customers in timely manner.
- Understood and followed oral and written directions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Assisted with customer requests and answered questions to improve satisfaction.
- Answered numerous of calls/emails per shift to assist with customer questions and concerns.
- Completed day-to-day duties accurately and efficiently.
- Planned and completed group projects, working smoothly with others.
Contracts Processing Rep
Worldpay
Atlanta
10.2004 - 06.2019
- Assist Sales Agents with contracts with the correct information and documents
- Assist with File Maintenance entering information in CIS (customer information system) with updating rates, banking, address, fees and product.
- Assist with Install Support adding fees and card types,services and building files for terminals in CIS. (customer information system).
- Completing and sending out the daily reports and tracking daily work.
- Worked and Create VAR Setups sheets for different Var and entering in the portal (DataCap, online merchant center, Authorize.net, Payware, PayPal, T-gate, Merchant Partner's and eCommerce.
- Answers telephone inquiries related to the data processing needs for clients and routes accordingly based on working knowledge credit card policies.
- Review contracts from all channels to ensure proper signature and documentation has been sent
- Use CIS (customer information system) to maintain and store data for merchant’s accounts
- Answer and Complete all MSP, Regional, bank Alliance, National deals emails and contracts
- Add funding to accounts for equipment purchases
- Move TID’s and MID’s from one location to another
- Assist with Projects when needed
- Setup for customer’s applying for SIGIS (the Special Interest Group for IIAS Standards) FSA cards for Pharmacy accounts
- Move accounts within Salesforce for Century approval
- Open tickets when there is a system issue.
Supervisor/printer operater/shipper
Foxfire printing
Atlanta
06.2002 - 09.2004
- Managed the flow of work orders in the system queue to be printed
- Design layouts and colors of work orders
- Maintain and organized stocked supplies and inventory Ship orders to store address Track all orders in the system for report
Education
Bowie State unversity
01.1999
Largo High school
06.1998
Skills
- WordPerfect
- Microsoft Office Suite
- Internet Explorer
- Windows XP
- Adobe
- Salesforce
- Boarding Specialist
- Card processing
- Customer Service
- Training
- Data Entry
- Risk
- EMV
- Business Process Understanding
- Relationship Building
- Microsoft PowerPoint
- Microsoft Excel
Certification
- World Pay US Anti-Money Laundering and Data Protection 2017
- Information Classification & Handling 2017
- Enterprise Risk Management 2017
- Anti-Bribery and Corruption 2017
- Anti-Bribery and Corruption 2023
- Money Laundering 2023
Timeline
Sales Support Analyst
NCR Voyix
08.2021 - Current
Technical Support
NCR
10.2019 - 08.2021
Contracts Processing Rep
Worldpay
10.2004 - 06.2019
Supervisor/printer operater/shipper
Foxfire printing
06.2002 - 09.2004
Bowie State unversity
Largo High school