Melanie T. McPherson
Myrtle Beach
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
19
19
years of professional experience
Work History
Manager of IT Support Team
ACI Worldwide (EMEA) Ltd
07.2024 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Supervisor of IT Support
ACI Worldwide (EMEA) Ltd
04.2022 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
Business Support Analyst
ACI Worldwide, Inc.
05.2019 - Current
- Company Overview: Universal Payments
- ACI Worldwide, the Universal Payments company, powers electronic payments and banking for more than 5,000 financial institutions, retailers, billers and processors around the world
- Customer Success Manager
- Managing customer needs, adding products and support
Global Help 24
ACI Worldwide, Inc.
12.2016 - 05.2019
- Customer Technical Support
- Assisting with technical issues on customer facing platforms
Senior Cash Disbursement Specialist
ACI Worldwide, Inc.
10.2012 - 12.2016
- The departments within Official Payments were separated into new teams in October 2012
- Responsibilities remained as they were in Financial Client Services, with added responsibilities including:
- Processing Banking ACH Debits and Credits to Clients Accounts
- Account Reconciliation Support
- Invoicing Support
- Training Clients in daily and monthly Account Reconciliation based on processors, and products, and applications in their configuration
- Provide support to Collections to resolve any outstanding balances on Client’s accounts
- Research and collect revenue due to setup configurations, billing, and/or processor setups
Client Service Representative
Financial Client Services
06.2011 - 10.2012
- Transferred departments within the Official Payments Corporation (June 2011), from Customer Service Lead to the Financial Client Services to provide governmental and Higher Education Clients with their financial reconciliation and other issues:
- Website or payment processing issues and setup configurations
- Customer Service initiated inquiries concerning issues with payments
- Contacting major payment processing companies, such as Global, Vital, Elavon, CyberSource, FundTech, Heartland, American Express, and Discover
- Maintain E-Mail communications with clients
- Daily responsibilities include Account Representative and reconciliation for some of Official Payments largest accounts
- ACH Funding to Clients
- Provide vital information to the internal Accounting Department on reconciliation for Official Payments Corporation
- Processing Manual ACH credit and debits to Client’s accounts to correct errors in processing and billing
- Q and A of account setups in processing records, and Client Admin Tools
- Verification and validation of daily funding to Clients
- Fax Filing billing, funding, and revenue sharing
- Aiding Customer Service with issues due to processing exceptions, via the client and customer
Customer Service Lead
Customer Service
03.2011 - 06.2011
- Customer Service Representative Management
- Assisted Customer Service agents taking inbound calls from customers with issues concerning processing electronic payments for governmental and higher education services
- Accepted escalated supervisory calls from customers
- Trained Customer Service Agents, for their duties in the Call Center
- Supervised Quality Control Monitoring of call center agents
- Created training manuals and materials
- Entered IT Department tickets for any website or payment processing issues
- Background Check:
- A thorough background check has been performed on behalf of the Internal Revenue Service and completed
Customer Service Agent
Customer Service
02.2010 - 05.2011
- Temp Position- February 2010-June 2010
- Full time hire- June 2010-March 2011
- Customer Service Representative
- Inbound calls of customers to accept their electronic payments.
- Provide technical support of websites and problems and processing electronic payments
Municipal Clerk
Town of Lowndesboro
10.2006 - 03.2010
- Company Overview: P.O
- Box 130
- Lowndesboro, Alabama 36752 (334) 278-3434
- Title, Municipal Clerk
- Duties including accounts receivable, accounts payable, Water Billing, Tax and service operations, including Payroll Taxes, Sales and Use Tax and all taxes
- Accounts Payable: all Work Orders, Grants, Construction, Daily Activities
- Record keeping, grant support, grant writing
- Obtained grants from the Alabama Department of Parks and Recreation for the Ruby S
- Moore Park, Lowndesboro Sidewalk Project
- Presented documentation, budgets, and Financial Documentation for these projects to be completed
- Implemented new billing services with the Lowndesboro Water System, through Rural Billing System
- Customer Service, as the only employee to touch base with the small customer basis of 299 customers, service was provided on a very personal level
- Deposits and Audit preparation
- Planning Commission-Secretary
- Member Municipal Clerk Association
- Notary Public
- Organization and Membership : Alabama Rural Water Association, Alabama Department of Environmental Management, and Alabama League of Municipalities, Municipal Clerk Association
Education
Municipal Clerk Certification -
University of Alabama Continuing Education
01.2000
Skills
- Microsoft Office
- JIRA
- Salesforce
- Oracle
- Confluence
- CRM
- Customer service
- Team leadership
- Verbal and written communication
- Complex Problem-solving
Timeline
Manager of IT Support Team
ACI Worldwide (EMEA) Ltd
07.2024 - Current
Supervisor of IT Support
ACI Worldwide (EMEA) Ltd
04.2022 - Current
Business Support Analyst
ACI Worldwide, Inc.
05.2019 - Current
Global Help 24
ACI Worldwide, Inc.
12.2016 - 05.2019
Senior Cash Disbursement Specialist
ACI Worldwide, Inc.
10.2012 - 12.2016
Client Service Representative
Financial Client Services
06.2011 - 10.2012
Customer Service Lead
Customer Service
03.2011 - 06.2011
Customer Service Agent
Customer Service
02.2010 - 05.2011
Municipal Clerk
Town of Lowndesboro
10.2006 - 03.2010
Municipal Clerk Certification -
University of Alabama Continuing Education
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