Joan Angiolillo
Windsor Mill,MD
Summary
Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Overview
19
19
years of professional experience
Work History
Client Service Representative
Pet+ER
10.2016 - Current
- Greeting and checking in clients after determining whether patient is critical case
- Accept payments and check clients out
- Answering all questions from clients in person and on multi-phone line system
- Creating estimates for hospital stays with doctor input
- Assisting in maintaining hospital cleanliness
- Reviewing all euthanasia procedures and paperwork with clients
- Assisting with training new CSRs when needed
- Maintaining polite and professional demeanor in highly stressful situations
Volunteer
Feline Rescue Association
01.2009 - Current
- Board member of Feline Rescue Association
- Back up point of contact for director when needed
- Consistently coordinate and participate in Trap-Neuter-Return efforts
- Work directly with shelter partners to provide rescue assistance and support
- Quickly analyze time-sensitive situations and make decisions regarding emergency vet care when appropriate
- Schedule spay/neuter appointments as needed
- Return telephone calls and provide assistance and education for people needing assistance caring for cats
- Assist with planning, coordinating, and executing fundraising efforts and events.
Merchant Solutions Representative
Global Payments
07.2010 - 07.2016
- Analyzing and reconciling merchant statements
- Proactively audit merchant point-of-sale SOP to validate compliance
- Assisting merchants with terminal upgrades
- Analyze merchant business and negotiate agreement rates
- Providing support for sales reps when needing pricing or contract assistance
- Identify opportunities to create efficient operational procedures to implement special projects
- Coordinate and execute out-bound call efforts
- Coordinate collaboration of internal stakeholders to optimize holistic processes and procedures
- Review potential new-hires through probationary job shadowing, and provided feedback to management.
- Retained excellent client satisfaction ratings through outstanding service delivery.
Senior Analyst
Global Payments
02.2006 - 06.2010
- Consistent point-personnel for CS Rep questions and concerns
- Main point of contact for escalated merchant inquiries and communicated implemented best practices for positive merchant experience
- Participated in all and lead portions of team strategy sessions
- Optimized and implemented training of new employees
- Actively participated and provided feedback in new hire candidate interviewing
- Actively sought out opportunities to assist internal stakeholders on various projects and tasks.
- Identified and resolved problems through root cause analysis and research.
CSR I & II
Global Payments
08.2004 - 02.2006
- Answer and address inbound calls from merchants striving for one-call resolution
- Reviewed and analyzed internally and externally submitted data for accuracy, and shuttled through to appropriate department
- Lead collaboration efforts and strategy sessions with CS Reps to improve both internal processes and external merchant experiences
Education
Associate of Arts - Arts and Sciences
Carroll Community College
Westminster, MD2015
Skills
- Superior oral and written communication and problem resolution skills
- Ability to work both autonomously and with team
- Strong math and problem solving skills
- Experienced in use of Microsoft Office including Excel, PowerPoint and Word Also experienced with internal Global Payments systems such as MAS, Oracle, and EMS
- Calm and Professional Under Pressure
Additional Information
- Training/ Awards , Completed Coaching the Coach training in 2007. Completed Effective Leadership Skills training in 2008. Q3 2007 recipient of the L. Roland Sturm Scholar award at Carroll Community College. Circle of Excellence winner at Global Payments in 2008, 2009 and 2011. Received four Commitment and Accountability Awards since 2005.
Trainings and Awards
- Completed Coaching the Coach training in 2007.
- Completed Effective Leadership Skills training in 2008.
- Q3 2007 recipient of the L. Roland Sturm Scholar award at Carroll Community College.
- Circle of Excellence winner at Global Payments in 2008, 2009 and 2011.
- Received four Commitment and Accountability Awards since 2005. Received four Commitment and Accountability Awards since 2005.
Timeline
Client Service Representative
Pet+ER
10.2016 - Current
Merchant Solutions Representative
Global Payments
07.2010 - 07.2016
Volunteer
Feline Rescue Association
01.2009 - Current
Senior Analyst
Global Payments
02.2006 - 06.2010
CSR I & II
Global Payments
08.2004 - 02.2006
Associate of Arts - Arts and Sciences
Carroll Community College
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