Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Timeline
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Greg Ohlson

Greg Ohlson

Herriman

Summary

Experienced professional with over 19 years in a support and customer-oriented industry. Exceptional skills in customer support, communications, multitasking, and problem-solving. Proven ability to quickly adapt to new tasks and consistently deliver timely and efficient results. Motivated by a drive to provide exceptional quality and committed to achieving outstanding outcomes for projects and tasks.

Overview

19
19
years of professional experience

Work History

Sr. Professional Services Engineer

Nice CXOne
12.2018 - Current
  • Implement call center solutions software for new and existing call center operations
  • Leveraged my experience in a call center to provide best practices
  • Dialer SME for Professional Services Department
  • SMS SME for Professional Services Department
  • Implemented the following products: ACD/IVR, Digital (DX) Chat and Email, Dialer, Proactive XS CRM Integrations, Auto Attendant
  • Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
  • Wrote, reviewed and edited technical document in accordance with template requirements.
  • Developed positive working relationships with stakeholders to effectively coordinate work activities.
  • Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
  • Reduced project completion time with efficient resource allocation and effective communication strategies.
  • Collaborated on interdisciplinary teams to develop creative, cost-effective solutions for complex projects.
  • Improved client satisfaction with detailed progress reports and proactive communication during project execution phases.
  • Supported junior engineers through mentorship, offering guidance on complex problem-solving and technical skills development.
  • Trained and mentored junior engineers, providing guidance and direction.
  • Collaborated with other departments to facilitate successful project completion.

Sr. Risk Support Specialist

CyberSource
03.2015 - 12.2018
  • Inbound call and email support for merchants inquiring about status of applications, requested documentation, funding holds and limit increases for new and existing merchant and eCheck.Net accounts
  • Review and research new auto approved merchant and eCheck.Net accounts for possible fraud, report findings to backing processors
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Review new merchants against MasterCard MATCH database
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
  • Contact existing merchants to update mailing address for returned monthly statements
  • Assist in training new agents on all processes of current role
  • Review daily ChargeBack report, to determine what action if any is needed
  • Review merchant accounts for fraud, prior to removing any funding holds
  • Compile chargeback and processing data for Enterprise level merchant that have been placed on chargeback programs by MasterCard and Visa

CSR3

CyberSource
09.2006 - 03.2015
  • Inbound call support for merchants across CyberSource Legacy Small Business, CyberSource Merchant Account Support, CyberSource Enterprise Support and V.me merchant support
  • Troubleshoot multiple connection methods for merchant utilizing API and Hosted checkout pages
  • Self-motivated, with a strong sense of personal responsibility.
  • Help merchants develop API and hosted connection methods by providing documentation and sample code
  • Worked effectively in fast-paced environments.
  • Processed secure and sensitive Merchant Acquiring updates, including Bank Account information, address updates, processor updates and account terminations
  • Help merchants reconcile their merchant account deposits and generate monthly merchant statements
  • Took escalated phone calls and supervisor call backs for all handled queues
  • Create merchant notifications for expiring transaction keys used for API and hosted connection methods
  • CyberSource – American Fork, Utah

Assistant Manager

New York Pizza Patrol
07.2010 - 06.2014
  • Manage a crew of 8-10 employees during the evening shift 4 days a week
  • Create weekly shift schedule for 3 managers and 20+ crew members
  • Cook and prepare orders for delivery, dine in and carry out
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Manage Inventory stock on hand and place bi-weekly food and dry goods order as well as calculate and minimize food waste, food preparation for nightly and next day shifts
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Utilize social networking for marketing and promotions
  • Create weekly specials for marketing
  • Organize and execute fundraising activities for local schools and charities
  • Update Micros POS system to reflect changes in promotions and discounts
  • Organize sales for upcoming summer concert series, local and state fairs
  • Train new employees on company policy and procedures

Education

General Studies

Salt Lake Community College
Salt Lake City, UT

Skills

  • Effective Client Relationship Management
  • Analytical Problem-Solving
  • Comprehensive Project Oversight
  • Strategic Project Planning
  • Statistical Analysis
  • Interpersonal Communication Skills

Accomplishments

  • Teammate of the Month for 12/2012, 8/2013, 10/2013, 1/2014, 6/2014, 11/2014, 3/2015, 11/2015, 3/2016, 8/2016, 1/2017, 5/2017, 9/2017, 1/2018 and 5/2018.
  • Employee of the Quarter for 2016 Q1 and 2018 Q2

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Sr. Professional Services Engineer

Nice CXOne
12.2018 - Current

Sr. Risk Support Specialist

CyberSource
03.2015 - 12.2018

Assistant Manager

New York Pizza Patrol
07.2010 - 06.2014

CSR3

CyberSource
09.2006 - 03.2015

General Studies

Salt Lake Community College

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Greg Ohlson