Kobe Cline
Hagerstown,USA
Summary
Analytical professional with 8+ years of experience in finance and technology services – Including experience examining financial transactions, investigating account discrepancies and producing operational reports to guide organization-wide decisions. Experienced in analyzing large datasets, identifying and presenting patterns, anomalies, and resolutions to senior leadership, and collaborating with cross-function teams to resolve complex financial and operational issues.
Overview
8
8
years of professional experience
Work History
Account Manager
Fiserv
Hagerstown, MD
01.2024 - Current
- Manage a portfolio of 160+ client relationships representing $1.4B in net sales and $6.2M in annual revenue.
- Co-lead ISO portfolio management program resulting in 42% account growth and long-term partnership retention.
- Collaborate with senior executives (CEOs, CFOs) to execute strategic business reviews and identify growth opportunities based on data driven analytics.
- Produce and present analytical performance reports covering sales, revenue, activation rates, and client feedback to senior leadership to guide operational decisions.
- Automated internal reporting processes, improving reporting efficiency across multiple departments.
- Lead or assist in organization-wide projects focused on business development and process enhancement.
Client Services Analyst
Fiserv
Hagerstown, MD
10.2020 - 12.2023
- Generated, distributed, and analyzed daily reports providing logistical data along with performance trends to identify anomalies and operational risk.
- Investigated ACH transfer rejections and complex financial discrepancies across thousands of merchant accounts, identifying root causes and coordinating cross-department resolution to mitigate operational risk.
- Tested and implemented new enterprise systems, providing key feedback for process improvement and user efficiency.
- Collaborated with multiple teams to resolve tax misbilling issues, saving time and improving client satisfaction.
Escalation Specialist
Fiserv – First Data
Hagerstown, MD
01.2019 - 10.2020
- Led escalated customer issue resolutions, trained new hires on account analysis, issue resolution procedures, and service delivery standards.
- Selected for a 12-week Leadership Development Program, managing a team along with participating in recruitment and interviews.
- Supported remote setup for customer service agents during COVID-19 transition, ensuring continuity of operations.
- Collaborated on projects such as FDIS Customer Portal and service optimization initiatives.
Contact Center Representative
First Data
Hagerstown, MD
01.2018 - 01.2019
- Delivered high-quality support to merchant clients, addressing inquiries which included investigating and resolving complex financial discrepancies in real time.
- Received multiple positive reviews recognizing superior customer service and professionalism.
- Provided cross-functional assistance in RSA Micro Customer Service, expanding skill set in account maintenance.
Education
High School Diploma -
Skills
- Data Analysis & Pattern Identification
- Financial Transaction Investigation
- Anomaly Detection
- Operational Risk Analysis
- Analytical Reporting
- Cross-Functional Collaboration
- Process Improvement
- Executive Briefings & Reporting
- CRM & Data Management Systems
- Project Leadership & Training
Analytical Tools
- Microsoft Office (Access, Excel)
- Data Reporting Systems
- CRM Platforms
- Financial Transaction Systems
Timeline
Account Manager
Fiserv
01.2024 - Current
Client Services Analyst
Fiserv
10.2020 - 12.2023
Escalation Specialist
Fiserv – First Data
01.2019 - 10.2020
Contact Center Representative
First Data
01.2018 - 01.2019