JONATHAN TEFERA

Started as a contracted employee and was offered a full-time opportunity in, , since then I have filled many roles. In short time I have become a subject matter expert for our portfolio department regarding anything Surepay Programs related, including but not limited to Maintenance fees, Loan Payments and EFTs, I have worked with other departments to complete many different types of Testing and created reports to help our department become more efficient. I continuously train and cross train everyone in our department and other departments. In addition, I have created multiple standard operating procedure for the portfolio department.

Working with different retail companies that were providing loans for their customer through our company. My duties were, reviewing and approving funding documents, handling calls with merchants and customers, corresponding via email and mail with retailers and customers, assisting merchants via live chat, educating merchants on processing loans for their customers, reviewing credit history with customers, coordinating and running team meetings. My goal was to guarantee all retailers were satisfied with the service our company provided and I made sure to achieve this goal on daily basis

Worked on assisting clients in all their issues and question they have with the service that is provided by PacifiCorp. Some of my duties entailed, taking inbound and making outbound calls for client relation purposes. Handling escalated calls, working with customers that are in collection status, negotiations, sales, payment processing, educating clients on products, closing on products and completing all necessary correspondence and overall providing excellent customer care to all clients

• Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business. Effectively communicated with escalated customers and made sure all problems were resolved, using de-escalation protocol. Conducted weekly team meetings to improve the quality of customer service provided and gave my team verbal and written feedbacks.