KELCIE PICKENS

MERCHANT SERVICES ONBOARDING SPECIALIST / BUSINESS CONSULTANT
Intuit QuickBooks – Powered by Concentrix | Nashville, TN | June 2025 – Present

• Support business applications and technology-enabled workflows used by small-business customers, identifying application issues and coordinating resolutions across internal teams.
• Participated in testing and implementation of Intuit Intelligence, including beta testing prior to production rollout and validation of functionality before scheduled release dates.
• Documented software bugs, defects, unexpected system behavior, and user-impacting issues and communicated findings to appropriate technical and product teams.
• Supported implementation and rollout activities for new application functionality, helping identify issues before broader deployment.
• Developed and maintained Standard Operating Procedures (SOPs) and process documentation to support consistent adoption of new functionality and business workflows.
• Contributed to the transition of Intuit Intelligence functionality into Enterprise solutions, supporting implementation and operational readiness.
• Collaborated with cross-functional teams to troubleshoot application issues, identify workflow barriers, and communicate user requirements and operational impacts.
• Assisted users with application navigation, system functionality, transaction workflows, and account-related issues.
• Supported onboarding and implementation for high-volume merchant accounts, ensuring accurate configuration, documentation, and system readiness.
• Facilitated integration of payment-processing hardware and e-commerce gateway solutions and validated functionality prior to launch.
• Trained users on dashboard navigation, transaction processing, chargeback management, invoicing, and system functionality.
• Reduced average merchant setup time by 75% through effective onboarding and workflow management.

• Created and implemented daily action strategies that successfully met and exceeded KPI goals by 15% in a high-volume environment.
• Monitored performance metrics, including conversion rates and customer satisfaction, for over 1,000 users using Salesforce dashboards to identify trends and drive improvements.
• Coached 20+ clients through the onboarding and implementation of merchant services systems, resulting in a 15% reduction in processing time.
• Collaborated with customer service and technical support teams to resolve escalated client concerns, enhancing response time by 30% and increasing client satisfaction.
• Ensured compliance with organizational policies by providing customer service support during 100+ client interactions weekly, maintaining a 95% satisfaction rate.

MANAGED ACCOUNTS SPECIALIST
SERVPRO HQ | Gallatin, TN | June 2024 – May 2025

• Supported users and business stakeholders across 10+ enterprise business systems, troubleshooting application and workflow issues while maintaining accurate account data.
• Participated in system testing and implementation activities, identifying functionality issues and documenting defects prior to broader user rollout.
• Created and updated process documentation and SOPs to support consistent system usage and operational procedures.
• Assisted with system and process conversions by validating information, identifying discrepancies, and coordinating resolution with appropriate teams.
• Served as a liaison between users, process owners, franchise teams, and internal departments to investigate issues and communicate requirements and solutions.
• Analyzed recurring user issues and workflow challenges to identify opportunities for process and application improvements.
• Utilized Salesforce dashboards and reporting tools to monitor account activity, identify trends, and support operational decision-making.
• Coordinated issue resolution across multiple departments and followed escalated issues through completion.
• Supported users through application changes, process updates, and system-related questions.
• Monitored approximately 35 accounts weekly while maintaining data accuracy and ensuring timely completion of required activities.
• Collaborated across departments to reduce service delays by 15% and improve communication between users and support teams.

CUSTOMER SERVICE ASSISTANT SUPERVISOR
The Home Depot | Murfreesboro, TN | May 2017 – May 2024

• Supported implementation and adoption of business applications, process changes, and technology enhancements within a high-volume retail environment.
• Participated in testing new functionality and workflows, identifying issues and communicating defects or process concerns prior to broader rollout.
• Assisted with system and process transitions by validating workflows, identifying gaps, and helping end users adapt to changes.
• Created and updated SOPs, process documentation, and training materials to support consistent application and process adoption.
• Trained and coached associates on business applications, operational procedures, system functionality, and process changes.
• Served as a first point of escalation for user issues, troubleshooting problems and coordinating with appropriate departments for resolution.
• Monitored operational dashboards and performance data to identify workflow issues and opportunities for improvement.
• Cross-trained 15 employees across three departments, supporting operational continuity during process and staffing changes.
• Developed daily and weekly action plans to address operational gaps and improve team productivity.