Jana Floyd
Conroe,TX
Summary
Seasoned professional with a successful track record leading a variety of operational teams, executing deliverables, and building strong relationships.
Knowledgeable and dedicated customer service professional with extensive experience in the Merchant industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Professional with strong background in customer relations, prepared to excel in supervisory role. Demonstrates exceptional team collaboration and adaptability to changing needs. Adept in conflict resolution, communication, and leadership. Focuses on driving results and ensuring high standards in every task.
Overview
18
18
years of professional experience
Work History
Customer Relations Supervisor
Paysafe Merchant Services
10.2021 - Current
- Company Overview: Paysafe Group (Paysafe) is a leading global provider of end-to-end payment solutions
- Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, card issuing and online cash solutions
- Managing a team of7 throughout the US based in California and Texas
- Moved to managing a team of9 in Guatemala in2024
- Organize and lead meetings
- Coach, mentor, & develop the staff (i.e
- Performance evaluations)
- Customized and implemented a third-party proactive retention system
- Customized and implemented an in-house proactive retention system
- Process updates and changes
- Collaboration with other departments for updates and changes
- Documentation updates and changes
- Track & report department analytics to necessary parties (i.e
- Executive team)
- Powerpoint presentations
- Quality control calls
- Trainings new Customer Relations agents
- Lead team to target metric goals (i.e
- Less than5% abandon rate avg
- Per month)
- Lead team to strategic financial goals (i.e
- Pricing concessions & refunds)
- Reaction retention and negotiation skills
- Zendesk and Salesforce Knowledge
Office Manager
Alpha Omega Mechanical, LLC
02.2017 - 10.2021
- Company Overview: Alpha Omega specializes in all plumbing services and repairs for residential, commercial, and industrial structures
- Organize meetings and manage customer database
- Manage customer correspondence, complaints, and inquiries and work to resolve them efficiently and effectively.
- Managed approximately 100 calls/emails per day.
- Manage office budget and taxes
- Proficient in QuickBooks Online and Excel
- Supervise and monitor the work of administrative and customer care staff
- Maintain scheduled calls to make sure all calls are scheduled to the appropriate 5 technicians and update customers as needed
- Implement and maintain office and operational procedures
- Request job permits timely and in accordance with city/county requirements
- Order stationery and furniture
- Organize company events and conferences
- Prepare letters, emails, and perform HR functions to ensure personal records are up to date
Senior Support Specialist
Woodforest Merchant Services
03.2013 - 02.2017
- Company Overview: Woodforest Merchant Services specializes in finding the right credit card payment solution for business of all sizes
- Manage and scope deliverables on a tight timeline and implement solutions to drive a seamless onboarding experience, while maintaining industry specific compliance
- Analysis merchant service statement and coordinate with client and banker/sales representative to determine business needs and requirements
- Ensure execution of technical setup, configuration, and testing during onboarding and account maintenance
- Proficient in Card Brand rules and regulations
- Ensure customer satisfaction with existing services, discuss business needs, and recommend mutually beneficial solutions to service clients’ needs
- Provided ongoing coaching, mentoring, and training to support associate growth and development
Senior Support Specialist
Capital One Merchant Services
03.2007 - 03.2013
- Company Overview: Capital One Merchant Services offered a suit of payment processing products and services to businesses of all sizes
- Their products ranged from traditional merchant services to ecommerce solutions
- Lead a support team in providing best-in-class client onboarding experiences
- Resolved customer product and service escalations
- Developed and maintained customer and support team training materials
- Managed vendor service level agreement
- Assisted in design, develop, and implementation of onboarding automation
- Responsible for managing client conversations through service and technical implementation, on-boarding, and training
Education
Diploma -
Conroe High School
Conroe05.2001
Skills
- Relationship Management
- Customer Advocate
- Vender Management
- Process & Product Management
- Leadership
- Office & Operational Management
- Retention management
- Negotiation Skills
- Microsoft office knowledge
- Zendesk and Salesforce Knowledge
Timeline
Customer Relations Supervisor
Paysafe Merchant Services
10.2021 - Current
Office Manager
Alpha Omega Mechanical, LLC
02.2017 - 10.2021
Senior Support Specialist
Woodforest Merchant Services
03.2013 - 02.2017
Senior Support Specialist
Capital One Merchant Services
03.2007 - 03.2013
Diploma -
Conroe High School
Similar Profiles
Monica Grace MatarMonica Grace Matar
SENIOR ACCOUNT EXECUTIVE at Smart Card Merchant Card Services/Enhanced Payments ServicesSENIOR ACCOUNT EXECUTIVE at Smart Card Merchant Card Services/Enhanced Payments Services
Tami SingletaryTami Singletary
Regional Account Executive at US Bank Elavon Merchant ServicesRegional Account Executive at US Bank Elavon Merchant Services
CRYSTAL L CURTISCRYSTAL L CURTIS
Vice President Applications Support Lead at J.P. Morgan Chase Merchant ServicesVice President Applications Support Lead at J.P. Morgan Chase Merchant Services