Elizabeth Mendoza
Dallas,TX
Summary
My career in Fintech/Payments began in 2016 in the merchant processing world. I started off in core customer service where I learned tech troubleshooting, credit card terminals and basic transaction processing. I moved up to account management within the company where I stayed for quite some time and soaked up knowledge; focusing on rates & fees, building relationships with merchants to prevent account closures and keep business going. I am now a card services specialist at Fiserv. I am grateful that my natural curiosity has led me to these roles. I continue to explore and discover the world of finance.
Overview
8
8
years of professional experience
Work History
Product Support /Payment Processing Analyst 2
CSG Forte
03.2024 - Current
- Perform in-depth troubleshooting and review on intermediate call types with a focus on resolving issues within the services desk.
- Coordinate with operational and programming teams to aide in further escalation of issues
- Own and manage external customer incidents for the entire lifecycle of the incident.
- Maintain contact with the customer throughout the entire incident lifecycle, communicating status and resolution to ensure customer satisfaction.
- Gather incident details and record those details in the tracking system including incident description, customer information, product or services affected, business impacts, workflow, and subsequent severity level.
- Escalate customer incidents when unable to resolve within the service desk.
- Serve as a resource to and provide SME assistance for Analyst I and partners on intermediate complexity calls.
- Assist with special projects and short-term ad-hoc assignments.
- Serve as a point of contact during major/ minor software release periods.
- Identify software release related issues and provide release documentation and information.
Client Support Tier 2 Professional 1 Card Services
Fiserv
01.2022 - 03.2024
- Serve as a primary point of contact for debit clients, providing operational servicing, support and issue resolution for debit card solution as well as clients complementary products and services.
- Deliver outstanding service to clients to not only maintain, but to extend relationship for future business opportunities.
- Network with multiple business areas throughout the organization and act as a liaison between credit unions/banks and Fiserv internal partners.
- Bring transparency to stakeholders and escalations to leadership as required.
- Research and resolve client inquires in accordance with defined process, procedures and within service level timeframes.
- Service clients through multiple communication channels and distribution channels.
- Document the entire lifecycle of inquires through corrective actions in tracking software.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution
- Attend on-going training to mature skillsets and expand knowledge.
- Strengthened customer relationships with proactive and collaborative approach to managing needs.
Account Management Representative
Talus Pay
11.2017 - 12.2021
- Negotiate rates and pricing structures to ensure savings for our clients while maintaining profitability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Reported issues and recognized development areas to eliminate repeat occurrences.
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Customer Service Representative
Talus Pay
06.2016 - 11.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
Education
Associates - Business Administration
El Centro College
Dallas, TX05.2016
Skills
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Document and Records Management
- POS Systems, ATMS, and Card Processing
- Customer Account Management
- Billing Adjustments and Refunds
- Trained in Salesforce
- Team Collaboration and Leadership
Timeline
Product Support /Payment Processing Analyst 2
CSG Forte
03.2024 - Current
Client Support Tier 2 Professional 1 Card Services
Fiserv
01.2022 - 03.2024
Account Management Representative
Talus Pay
11.2017 - 12.2021
Customer Service Representative
Talus Pay
06.2016 - 11.2017
Associates - Business Administration
El Centro College
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