MORRIUS JOHNSON

Pearland,TX

Summary

Results-oriented Client Analyst that engages with merchant processors to help establish rapport. Proven track record of building customer relationships and successfully growing business results. Committed to delivering exceptional customer service and exceeding sales goals.

Overview

years of professional experience

Work History

Senior Client Analyst

Fiserv

01.2016 - Current

Responsible for developing business strategies to deliver measurable profitable growth
Responsible for executing business analysis and reporting to understand financial performance by risk and key channel and partner sub-sectors that will be used to inform future approval decisions
Forecast merchant processing trends to curb potential losses by assessing risk in portfolio management
Develop fraud detection parameters to be applied in financial auditing
Built relationships with customers and community to promote long term business growth.
Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Worked independently with minimal supervision.
Negotiated prices, terms of sales and service agreements.
Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Met with customers to discuss and ascertain needs, tailor solutions, and close deals.
Selected correct products based on customer needs, product specifications and applicable regulations.
Met existing customers to review current services and expand sales opportunities.
Liaised between clients and support team to quickly resolve issues.
Recorded accurate and efficient records in customer database.
Built and cultivated long-term quality relationships with over 100 national clients by addressing needs and providing superior customer service.
Developed and implemented strategic account plans to generate new, advantageous customers.
Managed $100 million portfolio for merchant processing customers.

Quality Analyst

First Data

01.2014 - 01.2016

Responsible for accurately and efficiently evaluate work performed by team members, to ensure that policies are followed and business objectives are met
Stayed abreast of policy and regulatory changes to maintain subject matter expertise
Key contributor in process improvement initiatives to collaborate with and support the First Data team to deliver accurate output
Tasked with meeting daily evaluation and monthly quality requirements while maintaining consistency with the team
Key Highlights:
Prevented multi-million dollar business loss by assuring proper merchant warranty claims to introduce new merchant products
Created standard operating procedure manuals of agent task for company audits
Processed monthly pipeline of 600 audits, ensuring agent investigation analysis were met
Developed quality assurance recognition programs to motivate team members on accuracy.

Account Manager

First Data

01.2008 - 01.2014

Managed and directed multiple technology offerings in support of First Data direct operations nationally with a focus on operational process, sales and customer outreach
Personally consulted and interpret executive level direction by managing programs/projects with focus on identifying solutions to improve the organizations sales and productivity performance
Accountable as a trusted advisor, consultant and market industry expert to foster a successful business relationship with FDMS clients
Facilitated semi-annual account reviews with the goal of renewal retention
Proficiently monitored and analyzed key performance indicators, such as revenue, expenses and risk-related drivers
Key Highlights:
Prolifically collaborate with clients by providing value-added service, improving learning and achievement, enhancing staff communications and relationships, and specifically addressing the uniqueness of clients' situations and concerns
Instrumental in proposing and implementing plans of action to minimize client customer service issues leading to retaining a designed portfolio that accounts for $3.3M of company revenue
Orchestrated revenue opportunity referrals through proactive up-selling of additional products
Executed credit card program mergers from Star to Visa and ADP Target to Money Network Direct programs
Directed the first interchange payout for First Data of $800K regarding virtual prepaid cards.

Electronic Payment Representative

First Data

01.2006 - 01.2008

Provided timely review of ach payments inquiries.
Effective liaison between customers and internal departments for ach transactions.

Forgery/Bankruptcy Analyst

First Data

01.2005 - 01.2008

Conducted customer analysis based on bankruptcy and forgery code document processing.
Applied bankruptcy and forgery code to appropriate consumer accounts.

Education

AA, Associate of Arts -

Houston Community College

12.2016

Skills

Account Management
Credit Card Risk Monitoring
Electronic Payment Trends
Client Relationship Management
Knowledge of ACH Processing Industry
Merchant Warranty Requirements
Open Loop Prepaid Cards
Money Network Support
Merchant Fraud Monitoring
Electronic Payroll Strategies
Revenue Growth
Quality Focused
SFTP File Processing

Microsoft Office
Client Satisfaction
Client Management
Data Integrity
Prioritizing Workflows
System Improvements
Project Management
Complex Problem-Solving
Client Support
Business Performance Improvement
Account Resolutions
Ad Hoc Research
Client Development and Retention

Timeline

Senior Client Analyst

Fiserv

01.2016 - Current

Quality Analyst

First Data

01.2014 - 01.2016

Account Manager

First Data

01.2008 - 01.2014

Electronic Payment Representative

First Data

01.2006 - 01.2008

Forgery/Bankruptcy Analyst

First Data

01.2005 - 01.2008

AA, Associate of Arts -

Houston Community College