Mark Strong

- Currently serve as Resolution Analyst and team lead for multiple credit union clients.

- Effectively communicate with clients about credit card and debit card processing issues and concerns.

- Train new team members on company policies, procedures, and platform practices, ensuring consistent service quality across the team.

- Manage a high volume of cases simultaneously while maintaining exceptional attention to detail and adherence to established timelines for resolution.

- Maintain comprehensive documentation of all cases handled, ensuring accuracy and accessibility of information for future reference.

- Contribute to a high-performance work culture through active participation in team meetings, brainstorming sessions, and ongoing professional development activities.

- Serve as a subject matter expert on specific product/service offerings within the company portfolio-helping other team members effectively address related issues.

- Improved client retention rates through timely communications, attentive support, and proactive issue management.

• Assisted sales teams in creating tailored solutions for prospective clients based on their unique needs and requirements, increasing overall conversion rates.
• Assessed operational performance to identify areas for improvement.
• Conducted research and analysis to develop model-based solutions to complex operational problems.
• Optimized resource allocation through workload analysis, ensuring timely completion of tasks and reduced operational costs.
• Worked with engineers and technical staff to recommend hardware and software adjustments and resolve design flaws.
• Identified and analyzed project risks and developed mitigation strategies.
• Provided expert guidance during critical system migrations or upgrades, minimizing downtime and ensuring smooth transitions for endusers.