Summary
Overview
Work History
Education
Skills
Timeline
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Madison Pogue

Austin,Arkansas

Summary

Dynamic Merchant Services Specialist with a proven track record at ABC Fitness, excelling in customer relationship management and conflict resolution. Adept at collaborating with cross-functional teams to enhance support strategies, resulting in improved customer satisfaction. Recognized for adaptability and self-motivation, driving effective solutions in high-pressure environments.

Overview

6
6
years of professional experience

Work History

Merchant Services Specialist

ABC Fitness
02.2022 - Current
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Collaborated with cross-functional teams to develop and implement effective support strategies.
  • Developed and maintained knowledge base to assist in faster resolution of common issues.
  • Created user accounts and assigned permissions.
  • Researched and identified solutions to technical problems.
  • Configured and tested new software and hardware.

Teller

Arkansas FCU
10.2021 - 02.2022
  • Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
  • Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Processed customer transactions promptly, minimizing wait times.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
  • Counted and packaged currency and coins.
  • Reconciled cash drawer and resolved discrepancies.
  • Educated customers on use of banking website and mobile apps.
  • Provided customer records, account statements and copies of checks.
  • Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
  • Enhanced branch sales through cross-selling bank products and services to customers.

Shift Lead

Starbucks
12.2019 - 10.2021
  • Completed store opening and closing procedures and balanced tills.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Maintained a clean and organized work environment, ensuring safety standards were met consistently.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
  • Supported upper management during critical decision-making processes by providing valuable insights based on firsthand experiences from shift operations.

Education

Cabot High School
Cabot, AR
05.2018

Skills

  • Goal oriented
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Multitasking
  • Adaptability and flexibility
  • Decision-making
  • Relationship building
  • Self motivation
  • Customer relationship management
  • Conflict resolution
  • Goal setting
  • Professionalism

Timeline

Merchant Services Specialist

ABC Fitness
02.2022 - Current

Teller

Arkansas FCU
10.2021 - 02.2022

Shift Lead

Starbucks
12.2019 - 10.2021

Cabot High School

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Madison Pogue