Evangeline Neff

• Efficiently managed team queues to meet or exceed the 95% Service Level Agreement (SLA) requirements.
• Collaborated with cross-functional departments to resolve escalated and complaint cases promptly.
• Demonstrated a strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue.
• Provided reports and statistics on team metrics.
• Assisted Finance in reviewing and approving rate reviews or rate reduction requests.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Participated in scheduled interviews for potential candidates.
• Created training documentation and trained team members.
• Delegated work, set priorities, and goals.
• Reviewed completed work for consistency, quality, and conformance.
• Maintained updated knowledge through continuing education and advanced training.

• Supported the retention growth by maintaining overall relationship with clients.
• Provided direct resolution of simple inquiries and facilitation of resolution to complex inquiries through coordination with customer and other internal department.
• Maintained accurate records of all interactions with customers including emails, phone conversations.
• Resolved customer complaints in a timely manner through effective communication techniques.
• Focused on achieving highest level of expectations to meet client and company satisfaction.
• Identified opportunities to up-sell additional services benefiting client.
• Worked with Rate Reviews, Funding Reconciliation, and Account Maintenance.
• Educated clients on relevant industry information and provided training products, reporting, and self- service tools.
• Provided timely and accurate delivery of client communications.
• Developed long-term rapport with clients to cultivate loyalty.

I performed the following tasks;

• Answered customer calls and work tickets simultaneously.
• Reviewed rates and fees for merchant accounts.
• Helped merchants understand and reconcile their statements.
• Helped merchants with their funding issues.
• Escalated issues when needed to retain accounts.
• Assisted with Escalation department (Supervisor's gate and Escalation's-Gate).
• Greeted customers warmly by using positive telephone etiquette and asking relevant questions to identify issues.

• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Answered customer inquiries and provided accurate information regarding products and services.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Escalated customer concerns, issues and requirements to escalations team for immediate rectification.
• Maintained detailed records of customer interactions,and comments for future reference.
• Asked probing questions to determine service needs and accurately input information into electronic systems.

Promoted from Cashier to Assistant Manager to Store Manager within 6 months.

• Resolved customer complaints promptly and effectively.
• Trained and mentored associates in daily tasks and procedures.
• Monitored employee performance, identifying areas for improvement and implementing corrective actions..
• Prepared monthly reports on sales figures, expenses, and profits.
• Ensured compliance with safety regulations and company policies.
• Strengthened workflow productivity by hiring, managing, and developing top talent.
• Conducted regular price checks to maintain competitive pricing.
• Identified cost-saving opportunities through waste reduction initiatives.
• Prepared staff work schedules and assigned team members to specific duties.
• Balanced sales transactions and reconciled cash.
• Facilitated opening and closing procedures, including bank deposits.
• Managed a team of over 10 associates and 3 assistants.
• Reordered inventory when levels dropped below predetermined thresholds.
• Conducted store inventories quarterly.
• Oversaw daily store operations, including opening and closing procedures and cash handling.