Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
Generic

Hershey L. Grogan

Coral Springs,Florida

Summary

Seeking a challenging role that will give me the opportunity to utilize my exceptional organizational skills and attention to detail. Effective and accomplished professional with over 10 years of experience in the payment processing industry. Proven ability to adapt, develop, and grow in new terrain. Experience includes progressively increasing responsibilities in the areas of project management, training, quality assurance, technical support, and customer service. Efficient and disciplined individual, with consistent demonstration in excellent interpersonal and communication skills.

Overview

10
10
years of professional experience

Work History

Implementation Advisor-Fiserv

04.2022 - Current
  • Lead and manage multiple concurrent projects, implementing and overseeing large scale Partner Bank Implementation projects for new and existing Financial Institute (FI) through various models including Revenue Sharing Alliance (RSA), Strategic Managed Services (SMS), Community Financial Institute (CFI) and conversion to our new clients
  • Supporting and so the training for clients, bankers and internal teams, including sales, account management, relationship management, IT/Engineering, product and others as needed working to complete implementation projects on behalf of clients and bank partners
  • Delivering projects on time, within scope and client satisfaction
  • Provides clear and concise project communication both written and verbal
  • Makes complex decisions and recommendations under limited direction and using high degree of initiative and independent judgment
  • Liaising with stakeholders on project details and deadlines
  • Conducting assessments of current project capacities and timelines to ensure milestones are met
  • Maintain project plans including phases, issues, and opportunities for assigned implementations
  • Manage multiple projects on schedule and with high quality from start to launch.

Telecheck Services Quality Analyst

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.

Sales Support Specialist

First Data
06.2016 - 01.2018
  • Assisted the Account Executive’s to meet their sales quotas of 2,000 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

Boarding Rep /Specialist and Menu Build QC

First Data
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.

Agent Hotline

Customer Care Merchant Activation Group
06.2013 - 07.2014
  • First 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

AMA Computer College University (Some College)

HIGHSCHOOL

ELEMENTARY- Amang Rodriguez Elementary School

Skills

  • Excellent Customer Service and Interpersonal Skills Microsoft Office Suite
  • Engagement Resource Group Chapter Leader Team Motivation
  • Great Communication Skills Attention To Detail
  • Effective Under Pressure Multitasking
  • Time Management Problem – Solving
  • Relationship Building
  • Needs Determination
  • Peer Counseling
  • Critical Thinking
  • Attention to Detail
  • Cultural Competency
  • Diverse Groups Presentations
  • Problem-Solving
  • Vocational Training
  • Administration Collaboration
  • Decision-Making

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.

Languages

Tagalog
Native or Bilingual
English
Full Professional

Timeline

Implementation Advisor-Fiserv

04.2022 - Current

Telecheck Services Quality Analyst

01.2018 - 04.2022

Sales Support Specialist

First Data
06.2016 - 01.2018

Boarding Rep /Specialist and Menu Build QC

First Data
07.2014 - 06.2016

Agent Hotline

Customer Care Merchant Activation Group
06.2013 - 07.2014

AMA Computer College University (Some College)

HIGHSCHOOL

ELEMENTARY- Amang Rodriguez Elementary School

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Hershey L. Grogan