Summary
Overview
Work History
Education
Skills
Languages
Additional Information
Affiliations
Certification
Timeline
Generic

Hershey Grogan

Coral Springs,FL

Summary

Dynamic Account Manager at Fiserv with a proven track record in cultivating client relationships and delivering strategic insights. Adept at project planning and effective communication, I led successful implementations that enhanced client satisfaction and drove revenue growth. Recognized for my attention to detail and ability to motivate teams, I consistently achieve outstanding results.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Account Manager

Fiserv
Coral Springs, FL
01.2025 - Current
  • Cultivated and managed operational and technical client relationships through regular meetings and strategic outreach.
    Collaborated cross-functionally to execute account plans aligning solutions with client goals.
    Acted as primary liaison between clients and internal teams, facilitating seamless communication and timely issue resolution.
    Delivered tailored insights and recommendations for optimizing product usage and achieving business outcomes.
    Provided multi-tiered reporting on key accomplishments and initiatives, offering strategic insights to stakeholders.
    Led cross-functional efforts on critical programs, including incident response management and process optimization.
    Developed and maintained standard operating procedures (SOPs) to ensure consistency and compliance.
    Ensured adherence to legal standards by maintaining compliance across audits and core administrative operations.

Fiserv - Implementation Advisor

Fiserv
Coral Springs, FL
04.2022 - 01.2025
  • Led and managed multiple concurrent projects, overseeing large-scale Partner Bank Implementations for Financial Institutions.
  • Delivered implementation projects on time, meeting scope requirements and achieving client satisfaction.
  • Conducted training sessions for clients, bankers, and internal teams across various departments.
  • Communicated project details clearly through written and verbal updates to all stakeholders.
  • Made complex decisions and recommendations independently under limited direction.
  • Liaised with stakeholders to address project timelines and details effectively.
  • Assessed current project capacities to ensure adherence to milestones.
  • Maintained detailed project plans, tracking phases, issues, and opportunities.

Telecheck Services Quality Analyst

Fiserv
Coral Springs, FL
01.2018 - 04.2022
  • I was instrumental in the migration of the TeleCheck Quality
  • Assurance process from Sugarland, Texas to the Boarding
  • Operational Service group in Coral Springs, FL, through the means of traveling to undergo training and the implementation of process improvements
  • Responsibilities within Quality Assurance involve reviewing adherence to Fair Debt Collection Practices Act FDCPA and Fair
  • Credit Reporting Acts (FCRA) Regulations as means to avoid financial and reputational implications to the firm as well as reviewing and coaching agents that receive Operational infractions
  • I prepare monthly and quarterly reporting which is then presented during the TeleCheck Board Meetings to assess the company's compliance standards
  • Responsible for auditing low-level credit risk transaction for Office
  • Of The President (OOP)
  • Monitor and audit Collection calls for TeleCheckRecovery Services
  • Inc
  • (TRS)
  • I identify key behaviors to help agents improve their experience so we can provide exceptional service to our clients
  • I implemented the Coral Springs Chapter of the Asian Leadership
  • Council Employee Resource Group (ERG) which has allowed the discovery of different cultures of Asia
  • Within every event camaraderie is always felt among employees which leads to a better and more inclusive company culture.

Data/Fiserv - Sales Support Specialist

First Data
Coral Springs, FL
06.2016 - 01.2018
  • Assisted the Account Executive's to meet their sales quotas of000 accounts a year by providing training and coaching to
  • Account Executive's as needed and achieved the company a 10 million dollars in revenue
  • Ensured proper boarding of merchants (up to and including the scanning and keying of merchant accounts on behalf of the
  • Account Executive), ordered supplies and peripherals for the
  • Account Executive, submitted accounts keyed via the boarding tools
  • Communicated most recent product and pricing updates
  • Acted as a motivator for the Account Executives to help them achieve their sales goals
  • Assisted with Contract application pricing
  • Partnered with internal departments to ensure the successful setup of accounts, /Fiserv

Boarding Rep /Specialist and Menu Build QC

Coral Springs, FL
07.2014 - 06.2016
  • Supported tools to perform data entry efforts in the setup of new merchant accounts
  • Worked closely with varying levels of management, clients, customers and staff to ensure customer service is timely and accurately performed
  • Assisted my team leader by emailing and calling the agents and merchants
  • Follow up for any updates and changes on the menu
  • Clover menu boarding and Quality Control
  • Analyzed data to identify areas for improvement in quality system
  • Boarding support for keying CTRAC, MERCURY and MERCHANT
  • MANAGER
  • Supported account maintenance creating and modifying MID'S and
  • TID'S on various platforms
  • Updated Hierarchy for POS devices and add Datawire
  • Assisted in High level Bank conversion
  • Speaking with the bankers and the submitters for the updates and changes on the account.

First Data/ Fiserv - Agent Hotline Merchant Activation Group
Coral Springs, FL
06.2013 - 07.2014
  • Data
  • Terminal troubleshooting create and build a new terminal I.D
  • Apriva and Datawire set ups
  • Batch lookups and basic merchant account queries
  • Documented help desk troubleshooting and resolutions on salesforce
  • Independently and patiently resolved reoccurring issues
  • Provided terminal help desk support strong telephone communication
  • Built a request form, building files and downloading (ISO)

Education

Associate of Arts - Management Information Systems

AMA Computer College University
Manila Philippines

Skills

  • Customer service and interpersonal skills
  • Microsoft Office Suite
  • Engagement and leadership
  • Team motivation
  • Effective communication
  • Attention to detail
  • Pressure management
  • Multitasking abilities
  • Time management
  • Problem solving
  • Planning and coordination
  • Budget management
  • Project planning
  • Real estate agent license

Languages

  • Tagalog
  • Native or Bilingual
  • English

Additional Information

  • ADDITIONAL INFORMATION Achievements: , , Multiple Service Awards 3x Employee of the month winner of excellence 4x award for outstanding customer service Multiple compliment calls from the clients and agents for solving problems that other representatives could not solve.

Affiliations

  • Community Service
  • Global Leader of our Asian Community at Fiserv

Certification

  • Real Estates Licensed Agent

Timeline

Account Manager

Fiserv
01.2025 - Current

Fiserv - Implementation Advisor

Fiserv
04.2022 - 01.2025

Telecheck Services Quality Analyst

Fiserv
01.2018 - 04.2022

Data/Fiserv - Sales Support Specialist

First Data
06.2016 - 01.2018

Boarding Rep /Specialist and Menu Build QC

07.2014 - 06.2016

First Data/ Fiserv - Agent Hotline Merchant Activation Group
06.2013 - 07.2014

Associate of Arts - Management Information Systems

AMA Computer College University

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