Elizabeth Pendragon

• Maintained customer retention of 99% or higher while building strong customer relationships year over year.
• Collaborated with clients, internal teams, and vendors to escalate and resolve issues professionally with empathy. Achieved exceptional customer satisfaction rating exceeding 97%.
• Delivered exceptional operational results in the fintech sector at NCR Voyix. Supervising day-to-day functions for 31 financial institutions representing a contract value of $34 million dollars.
• Participated in onboarding of clients during their shift from implementation to support. Guaranteeing a smooth transition and customer success.
• Hosted regular cadence meetings with account executives. Identified new issues, track open items, discuss upcoming releases and key action items, review project status and remove roadblocks.
• Managed side project for 150 Financial Institutions, overseeing 750 key contacts. Created and presented monthly/quarterly PowerPoint presentations encompassing product training, best practices and updated roadmap overview. Obtained consistently high client satisfaction scores of 10 out of 10 on project surveys.

• Leveraged assigned accounts to anticipate client preferences and customize interactions, cultivating meaningful connections with financial institution contacts.
• Conducted in-depth research on case details, equipping technical teams with necessary information for effective problem-solving. Demonstrated efficiency by successfully resolving issues on first contact through proficient utilization of available tools.
• Exhibited reliability as a remote employee, consistently delivering outstanding results.
• Maintained excellent customer survey scores of 97% or higher year over year.

• Served as the first point of contact for over 500 financial institutions (Banks and Credit Unions) utilizing fintech software in digital banking, bill pay and vendor products.
• Owned the full lifecycle of technical cases, from initial investigation to resolution, ensuring all necessary information was gathered and analyzed before involving engineering.
• Created PowerPoint documentation for the department sharing tips for best practices for case management and soft skills training.
• Maintained excellent customer net promoter score of 83%

• Managed and resolved cases via phone calls, emails, and chat in a busy inbound call center environment.
• Adhered to security standards while handling confidential customer data.
• Acquired a deep understanding of the technical aspects and product offerings pertaining to digital banking, mobile banking, and payment services.
• Increased departmental efficiency by developing and distributing an excel spreadsheet containing phone numbers and vendor details.

• Oversaw debit and credit card payment processing services, including various check verification solutions.
• Managed escalations to address and resolved heightened customer grievances promptly.
• Provided training and support to agents during peak volume periods.
• Delivered comprehensive technical assistance to merchants by guiding them through the process of resolving hardware issues for their credit card machines.

• Worked directly with business and government accounts requiring extensive product and technical knowledge.
• Performed technical troubleshooting, billing invoice analysis, processed payments, applied billing and retention credits, rate plan analysis and updates, ordered new device equipment and upsold accessories, updated customer details, ported telephone numbers, set up and installed new equipment.
• Contributed to notable enhancements in call handling by developing a resourceful catalog of standardized answers for common customer concerns that was shared and implemented throughout the department. Increasing call efficiency by over 15% and improved accuracy by 30%.
• Maintained 98-100% quality assurance scores for 3 years in a row.