Elaine De La Rosa
Hagerstown,MD
Summary
Dynamic professional with extensive experience at Fiserv, excelling in project management and client relationship management. Proven track record in enhancing client satisfaction through effective communication and solution-oriented strategies. Bilingual in Spanish, adept at fostering relationships and driving policy improvements to optimize processes and ensure seamless implementations.
Overview
12
12
years of professional experience
Work History
Sr Implementation Advisor
Fiserv
08.2019 - Current
- Managing multiple merchant implementation projects of varying complexities and location amounts from the time of onboarding to relationship management transition
- Serving as the main point of contact for the client throughout the implementation process and providing timelines and status updates for project deliverables
- Work with client to obtain onboarding information as well as gathering any necessary documentation needed to submit boarding request
- Engaging resources needed to support project while organizing all client meetings, managing the project plan to ensure client target dates are met
- Work with vendor contacts to provide with set up information as well as troubleshoot or submitting of research requests to internal departments to aid in resolving technical issues
- Collaborating with internal teams to enable various products and services
- Providing training on Fiserv products as well reporting and reconciliation tool Commerce Control Center
Client Engagement Specialist
Fiserv
02.2018 - 08.2019
- Managed a queue of newly boarded merchant accounts to perform account validation, training, activation, statement review and pricing review
- Assisted in submitting requests for all merchant accounts updates: bank account, legal, rate and fee, and general account maintenance
- Received level 2 inbound calls to assist with fee related inquiries, account updates, escalations regarding security risk and collections issues, as well as assist in the resolution of ACH and PTS reject issues
- Provided a positive experience for new merchants while meeting all departmental and quality metrics
- Enhanced client satisfaction by providing a one call resolution and retaining merchants
Client Service Administrator
Fiserv
05.2015 - 02.2018
- Maintained a queue of new merchant accounts to assist with account verification process and activating of their merchant services account
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Assisted Chargeback Response Center with the receipt of inbound calls to provide merchants with information and status updates regarding their chargebacks and retrievals
Coordinator
Fiserv - Wells Fargo Merchant Services
02.2014 - 08.2014
- Provided one stop equipment related activation and training experience to sales executives, bankers, relationship managers and merchants via inbound and outbound call projects
- Assisted with department projects for terminal conversions for compliance reasons
- Maintained extensive knowledge of all equipment and terminals supported by Wells Fargo Merchant Services while exceeding quality and departmental standards
Client Service Administrator
Fiserv
06.2013 - 02.2014
- Was aligned to Bank of America for the activation of newly boarded merchant accounts
- Worked with clients to validate all account information as well as setting up all terminal features needed for their merchant processing
- Collaborated with Business Consultants to ensure a smooth transaction and client satisfaction
Education
Bachelor of Arts - Political Science
University of Texas Pan-American
Edinburg, TX12-2009
Bachelor of Arts - English
University of Texas Pan-American
Edinburg, TX12-2009
Skills
- Analytical thinking
- Relationship building
- Client relationship management
- Project management
- Solution-oriented approach
- Excellent communication
- Teamwork and collaboration
- Policy and procedure improvements
- Bi-lingual Spanish
Timeline
Sr Implementation Advisor
Fiserv
08.2019 - Current
Client Engagement Specialist
Fiserv
02.2018 - 08.2019
Client Service Administrator
Fiserv
05.2015 - 02.2018
Coordinator
Fiserv - Wells Fargo Merchant Services
02.2014 - 08.2014
Client Service Administrator
Fiserv
06.2013 - 02.2014
Bachelor of Arts - Political Science
University of Texas Pan-American
Bachelor of Arts - English
University of Texas Pan-American
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