Summary
Overview
Work History
Education
Skills
Timeline
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Elizabeth Hattar

Phoenix,AZ

Summary

Merchant Services Technical Specialist with extensive expertise in technical support and project management, adept at leveraging advanced automation tools and data analysis to enhance operational efficiency. Demonstrates exceptional problem-solving skills and excels in team collaboration, consistently improving customer satisfaction through innovative solutions. Committed to driving success and fostering growth in merchant services by utilizing advanced technology and analytical skills.

Overview

17
17
years of professional experience

Work History

Merchant Services Technical Specialist

DoorDash
Phoenix, AZ
09.2022 - Current
  • Onboarded new and transitioning merchants to the DoorDash platform, ensuring a seamless integration process
  • Provided troubleshooting support during onboarding, offering assistance through text, phone calls, and Zoom calls for 1:1 guidance
  • Specialized in onboarding via various methods, including legacy case-by-case, Bulk, BAT, SSIO, and SOW processes
  • Developed Google Sheets scripts to automate data processing and configure DoorDash accounts with accurate integration settings, enhancing speed and accuracy
  • Utilized Google Sheets formulas to automate and streamline integration workflows for improved efficiency
  • Leveraged SQL, Salesforce, and data reporting tools to improve operational efficiency and enhance customer satisfaction
  • Wrote and optimized SQL queries to streamline integration and quality assurance processes
  • Created and maintained comprehensive documentation and workflows for colleague training purposes
  • Implemented a rescue process that reduced the churn rate of golden providers by an average of 3% and scaled it from a single provider to all POS providers
  • Collaborated with the S&O and TAM teams to enhance provider processes and resources, improving the merchant onboarding experience
  • Onboarded DoorDash POS merchants in bulk rollout cycles for monthly cohorts
  • Contributed to the Integration Onboarding initiative by providing white-glove services for restaurant merchants, including brands like Little Caesars, Ted's Montana Grill, Tim Horton, and WNB Factory, leading to successful platform expansion and revenue growth
  • Collaborated with vendor teams to resolve escalated onboarding issues, ensuring smooth integrations with POS providers like Toast, Clover, and others
  • Supported individual store integration requests via Salesforce, successfully integrating merchants from both US and international locations with various POS systems
  • Managed individual store integration requests for the Tablet protocol and assisted with banking, menu, and tablet delivery setup
  • Maintained effective communication with POS providers, merchants, technical account managers, and sales/engineering teams through JIRA tickets, Slack channels, and live spreadsheets
  • Ongoing professional development through LinkedIn Learning courses, focusing on project management, data analysis, and leadership skills
  • Recipient of multiple MxS Excellence Awards for outstanding performance
  • Currently participating in the Merchant Services Ignite Program to further develop expertise in S&O, project management, data analysis, and leadership skills

Customer Service Agent

Optum Virtual Care
Phoenix, AZ
12.2021 - 08.2022
  • Provided inbound voice and chat support to assist customers with their inquiries
  • Made outbound calls to follow up on unresolved customer issues or to coordinate with IT or provider offices for further assistance
  • Managed an average of 20-40 calls per day, depending on the shift
  • Guided customers through the tele-visit process with their provider via voice and chat support
  • Assisted customers in navigating devices, downloading necessary apps, and testing audio/video during waiting room sessions
  • Troubleshoot technical issues encountered during the tele-visit process, including verifying browser compatibility, resetting device permissions, checking camera and microphone detection, clearing cache, and recommending alternative programs when needed
  • Consistently met quality call standards and adhered to the schedule at a 90% success rate
  • Monitored and followed up on customer issue tickets, collaborating with colleagues for after-hours hand-offs
  • Reviewed and monitored patient discharge documentation, ensuring it was accurate and complete
  • Sent patient portal information and visit summaries to customers as needed
  • Updated patient schedule information and visit profiles, addressing any scheduling conflicts
  • Completed all required training within the designated timeframe
  • Participated in team meetings and reviewed recorded sessions to stay informed on procedures and product knowledge
  • Studied support materials between calls to enhance role-specific knowledge
  • Responded promptly to emails and project requests, ensuring timely and accurate responses

Data Entry Operator

Royal Coffee
Phoenix, AZ
08.2020 - 09.2021
  • Prepare, organize, and sort documents for efficient data entry
  • Verify and log the receipt of data to ensure accurate tracking
  • Transcribe source data into the required electronic format
  • Convert information from paper formats into digital files using keyboards, data recorders, or optical scanners
  • Perform high-volume data entry tasks using word processing, spreadsheet, database software, or other relevant tools
  • Ensure data integrity by cross-checking it against source documents
  • Review data for errors, missing pages, or incomplete information, and resolve any discrepancies promptly

Live Verification Agent

Uhaul
Phoenix, AZ
06.2019 - 02.2020
  • Recognized as a top performer agent, handling sessions for customers using Truck Share 24/7 and CarShare services
  • Review each session for accuracy and address any customer inquiries promptly
  • Determine appropriate actions using instructional materials for guidance
  • Made outbound calls to verify alternate contacts as needed
  • Communicate with customers via phone or chat in a professional and efficient manner
  • Ensure adherence to U-Haul policies to maintain customer loyalty and prevent recurring issues
  • Review communication procedures for phone, mail, and internet interactions and respond within the assigned time frame
  • Actively listen to customer concerns, document them, and resolve issues whenever possible
  • Assist fellow agents with calls or chat sessions as needed
  • Capable of handling and de-escalating manager-on-duty (MOD) calls when required

Technical Support Specialist (Assistant Supervisor)

Consumer Cellular
Phoenix, AZ
06.2018 - 04.2019
  • Consistently received top performer awards for outstanding sales performance
  • Average sales of 36 per month, was consistently exceeding 50 to 75 sales each month
  • Skilled in handling escalated or manager-on-duty (MOD) calls with professionalism
  • Proficient in multitasking and following up with Customer Account Advisors and customers as needed
  • Provided coaching recommendations to improve CSR performance
  • Oversaw and guided new agents in the training department
  • Conducted one-on-one sessions with customer service agents to provide performance feedback
  • Well-versed in commonly used concepts, practices, and procedures within the cellular industry
  • Made outbound calls to provide exceptional customer service
  • Possessed in-depth knowledge of cellular products and services
  • Followed sales, customer service, and billing procedures to ensure consistency and accuracy
  • Responded to customer correspondence and updated personal customer information as needed
  • Maintained professionalism when interacting with customers and colleagues
  • Respected the privacy, security, and confidentiality of sensitive customer information

Dispatcher / Customer Service Representative

Yellow Cab (MTBA)
Phoenix, AZ
12.2016 - 06.2017
  • Coordinates daily transportation operations to ensure service goals are met within designated timeframes
  • Delivers exceptional customer service through efficient and accurate order processing, clear communication, and collaboration with other departments to resolve inquiries
  • Dedicated to providing service-oriented solutions to meet customer needs
  • Establishes and maintains strong business relationships with drivers by delivering prompt and accurate service
  • Communicates effectively with customers, road supervisors, CSRs, and management to ensure smooth operations
  • Utilizes dispatch software to manage and track pending trips and vehicles efficiently

Sales Rep

Turnkey Solutions
Phoenix, AZ
02.2016 - 12.2016
  • Reached out to customers via outbound calls to offer deals on new products such as Dish Network and local newspaper subscriptions
  • Suggested relevant upsells to ensure customers received all the products and services they needed
  • Consistently met weekly, monthly, and quarterly sales targets

Cashier/Barista

Fry's Food Stores
Phoenix, AZ
12.2015 - 04.2015
  • Greeted customers, informed them about specials or new items, answered their questions, and took orders
  • Prepared food items, including sandwiches and baked goods, and ground and blended coffee beans, brewed coffee and tea, and served products to customers
  • Managed transactions by accepting payments in cash, check, or credit card in exchange for food and services
  • Scanned items, provided change, balanced the cash drawer, and processed card transactions efficiently

Cashier/ Customer Service Rep

Payless Rental Car
Phoenix, AZ
10.2014 - 12.2014
  • Processed paperwork and collected payments from clients
  • Greeted clients upon arrival, answered phone calls, and addressed client questions or complaints
  • Worked to resolve issues related to overdue car rentals
  • Ensured vehicles were clean, fueled, and ready for the next customer

Ambassador

Sky Harbor Airport
Phoenix, AZ
07.2010 - 10.2014
  • Completed daily tasks such as answering phone calls, providing directions, and looking up flight information
  • Provided accurate information about the airport’s layout, amenities, and services
  • Worked collaboratively with staff, volunteers, airport employees, tenants, and customers
  • Demonstrated knowledge of airport rules, regulations, and safety procedures
  • Familiar with Arizona’s attractions and amenities to assist visitors
  • Enforced rules and performed safety and security functions as needed
  • Followed and adhered to all emergency procedures
  • Made hotel and transportation reservations for customers

Office Asst. /Preschool Teacher

Kidspark
Scottsdale, AZ
12.2007 - 08.2009
  • Performed daily tasks such as answering phone calls, scheduling appointments, and assisting students with registration
  • Reinforced lessons by working with students in small groups or one-on-one
  • Assisted teachers with recordkeeping, including attendance tracking and grade calculations
  • Supported teachers in developing and delivering lesson plans
  • Prepared materials and organized the classroom for daily activities
  • Helped supervise the classroom and manage daily routines
  • Collected, organized, and recorded student and staff data
  • Maintained records, files, and logs efficiently
  • Processed payroll and handled invoices
  • Ordered office supplies as needed
  • Managed data entry, and copied, filed, faxed, and mailed documents
  • Operated office equipment such as computers, copiers, and fax machines
  • Maintained budgets and managed petty cash
  • Enrolled and scheduled new students
  • Ensured confidentiality of student information at all times

Education

High School Diploma -

Horizon High School
Scottsdale, AZ
05-2008

Skills

  • Recognized as a top performer across various roles
  • Skilled in resolving customer issues and delivering information to the public with a friendly approach
  • Ability to work effectively under pressure while meeting deadlines and maintaining high-quality work
  • Strong troubleshooting and problem-solving abilities
  • Excellent communication and customer service expertise
  • Highly organized with exceptional time management skills
  • Proficient in using CRM software, MODE, Sigma, Scalyr, Jira, and Outreach
  • Experienced in SQL, JavaScript, MenuJson, Google Sheets, and DevPortal

Timeline

Merchant Services Technical Specialist

DoorDash
09.2022 - Current

Customer Service Agent

Optum Virtual Care
12.2021 - 08.2022

Data Entry Operator

Royal Coffee
08.2020 - 09.2021

Live Verification Agent

Uhaul
06.2019 - 02.2020

Technical Support Specialist (Assistant Supervisor)

Consumer Cellular
06.2018 - 04.2019

Dispatcher / Customer Service Representative

Yellow Cab (MTBA)
12.2016 - 06.2017

Sales Rep

Turnkey Solutions
02.2016 - 12.2016

Cashier/Barista

Fry's Food Stores
12.2015 - 04.2015

Cashier/ Customer Service Rep

Payless Rental Car
10.2014 - 12.2014

Ambassador

Sky Harbor Airport
07.2010 - 10.2014

Office Asst. /Preschool Teacher

Kidspark
12.2007 - 08.2009

High School Diploma -

Horizon High School

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Elizabeth Hattar