Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jaimie Mahaffey

Smiths Station,AL

Summary

Tireless Relationship Manager with 13 years experience at a Fortune 500 payment solutions company talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish business objectives. Offering exemplary relationship-building prowess with both internal and external key stakeholders. 2 Years’ experience leading Client Operations Support team in BPO segment.

Overview

16
16
years of professional experience

Work History

Service Delivery Manager

TSYS, INC. a Global Payments Co
06.2021 - Current
  • Leadership and oversight responsibilities for team supporting service delivery, customer success, and relationship management for clients bringing in $90M in annual revenue within BPO division of company.
  • Hiring, training, and development of Client Support team.
  • Keep senior leaders abreast of client status and manage escalations.
  • Loss Management and Billing Support
  • Interface effectively with key stakeholders, answering questions, providing strategic guidance and delivering exceptional service.
  • Attend staff and client meetings and serve as liaison to manage client operations for account.
  • Coordinate and lead on-site client meetings.
  • Advise clients on methods, technologies, process improvements, and training that would increase overall business potential.
  • Contribute to internal and external account reviews.
  • Evaluate personnel workloads to support capacity planning.
  • Working knowledge of contractual, legal, compliance, and regulatory obligations to ensure adherence to such.
  • Track and facilitate completion of deliverables across multiple teams.

Account Manager

TSYS, INC
12.2012 - 05.2021
  • Addressed problems with accounting, billing, and service delivery across entire organization to maintain and enhance client satisfaction.
  • Built and strengthened long-lasting client relationships gaining customer trust and confidence by demonstrating compelling, persuasive, and composed professional demeanor while maintaining transparency and open dialogue.
  • Educated clients on new products or services to increase customer engagement with brand.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Coordinated with internal teams to facilitate prompt delivery of client projects.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
  • Performed effectively in self-directed work environment, managing day-to-day functions and decisions.
  • Fielded customer complaints and facilitated negotiations, resolving issues, and reaching mutual conclusions.
  • Contributed to team objectives in fast-paced environment.
  • Trained new employees and clients on mainframe systems
  • Attended contributed to monthly revenue meetings with Senior Leadership.

Client Services Analyst II

TSYS, INC
11.2010 - 12.2012
  • Escalated requests for service, acting as point of escalation for external and internal parties offering excellent support and tailored recommendations to address needs.
  • Monitored daily performance against established metrics and communicated with clients on any shortcomings.
  • Maintained issues logs and prepared periodic reports based on data.
  • Acted as lead party for internal and external calls and client visits.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Trained new personnel regarding company operations, policies, and services.

Customer Service Representative Sr.

TSYS, INC.
01.2008 - 11.2010
  • Promoted superior experience by clarifying customer issues and determining root cause of problems to resolve product or service complaints and educated customers to avoid future issues.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and provided backup support for organizational leadership and trained staff on operating procedures and company services.
  • Acted in supervisory role to increase efficiency and performance by monitoring team member productivity, call quality and providing feedback.

Education

No Degree - Business Administration

Wallace Community College
Eufaula, AL
12.2006

Skills

    Leadership

    Client Relationships

    Account Management

    Customer Success

    Billing and Invoicing

    Contract Management

    Mentoring

    Operations Support

    Microsoft/Google technologies

Timeline

Service Delivery Manager

TSYS, INC. a Global Payments Co
06.2021 - Current

Account Manager

TSYS, INC
12.2012 - 05.2021

Client Services Analyst II

TSYS, INC
11.2010 - 12.2012

Customer Service Representative Sr.

TSYS, INC.
01.2008 - 11.2010

No Degree - Business Administration

Wallace Community College

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Jaimie Mahaffey