JENNIFER LECKEY

Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution. Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved. Conducted regular account reviews to identify areas for improvement and ensure continued success. Leveraged CRM tools to maintain accurate records of client interactions and transactions. Conduct regular check-ins with clients to assess satisfaction and resolve issues. Address and resolve client issues or complaints in a timely and professional manner. Provide detailed documentation on interactions, issues, and resolutions.

Create cases from inbound calls. Research and resolve issues such as funding delay/withholding, billing issues with the allotted timeframe. Perform rate analysis. Work one on one with bank partners and our internal departments such as collections, charge back and risk to resolve clients concerns. Update profiles, cancel/reinstated account, process refund and fee waivers. Work with various mainframe applications and windows base system simultaneously. Provide daily updates to bank partners as well as internal department with status of inquiry. Built client relationships by responding to inquiries, identifying and assessing clients needs, resolving concern and following up with clients

Identify and solve technical issues utilizing a number of diagnostic tool. Work directly with bankers and relationship managers to resolve our clients concern to ensure a positive outcome. Train clients on how to process with their hardware as well as software. Create file request and download files into terminal. Research and resolve assign case

andle a number of inbound calls from merchant, small business as well as internal departments pertaining to equipment deficiency and account issues. Research problem areas, correct an document steps use to correct the issues. Train merchants on how to use their hardware and software as well as virtual terminals. Create file request and download files into terminals enabling merchants to process payments. Resolve customer complaints and concern preventing escalations and ensuring a positive outcome. Identify and solve technical issues utilizing a number of diagnostic tools. Provide E-desk support.