Kristina Louthan

• Answered simultaneous customer telephone calls and chats promptly to avoid on-hold wait times.
• Worked with technical service managers and drivers to determine and analyze issues with driverless taxi's startup procedures and in-service failures.
• Identified issues, analyzed information and provided solutions to problems.
• Maintained detailed records of interactions, ensuring accurate tracking and follow-up on open cases.
• Developed strong relationships with clients by consistently providing exceptional service and technical expertise.
• Passionate about learning and committed to continual improvement.
• Skilled at working independently and collaboratively in a team environment.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

Training Department:

• Inbound and outbound telephone calls training merchants and clients in the operation of supported POS Systems.
• Maintained and setup training schedules with valued clients.
• Created written records of the training sessions utilizing company approved forms.
• Maintained accurate records of completed training sessions and the update of proprietary software of client POS Equipment.

Technical Support:

• Answered inbound telephone calls concerning technical issues and understanding of the operation of POS equipment.
• Researching transaction authorizations and end of day settlements.
• Used MMS to maintain company database with essential account information.
• Proven ability to develop and implement creative solutions to complex problems.
• Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele.
• Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
• Exceeded QA requirements by going above and beyond for clientele, receiving multiple award certificates and monetary compensation.

Chargeback Department:

• Presented clear and concise explanations of governing rules and regulations.
• Collaborated with cross-functional teams to establish best practices for chargeback prevention and mitigation.
• Maintained files and controlled records to show correspondence activities.
• Reduced instances of fraudulent transactions with thorough investigation and analysis of chargebacks.
• Managed a high volume of incoming chargebacks while maintaining accuracy and attention to detail.
• Communicated effectively with merchants to gather necessary documentation and support for dispute resolution efforts.
• Demonstrated respect, friendliness and willingness to help wherever needed.