Neija Brown
Allentown,PA
Summary
Detail-oriented professional with over 4 years of experience in customer service, technical support, and payroll. Experienced in reviewing information, resolving issues, and applying policies accurately to support sound decisions. Strong communicator with proven problem-solving skills and a focus on compliance and efficiency. Ready to grow into underwriting at Shift4 and bring a reliable, analytical approach to the team.
Overview
5
5
years of professional experience
Work History
Payment Support Representative
Shift 4
Allentown, Pennsylvania
01.2025 - Current
- Delivered technical assistance to customers via phone, email, and chat, ensuring accurate resolution of payment-related issues.
- Investigated and analyzed account discrepancies, identifying risks and applying company policies to support sound decisions.
- Utilized remote access tools (LogMeIn123.com) to review customer systems and resolve complex issues efficiently.
- Documented all customer interactions, findings, and resolutions in Salesforce to maintain compliance and support reporting accuracy.
- Supported customers with system installations and configuration, ensuring proper functionality and reducing operational risks.
Technical Support Representative
Papaya Gaming | Intouch CX
Bethlehem, Pennsylvania
01.2024 - 05.2024
- Delivered timely support through email while monitoring queues and prioritizing inquiries to meet service standards.
- Investigated and resolved complex technical issues by analyzing information and collaborating with cross-functional teams.
- Managed high volumes of inquiries with accuracy, efficiency, and professionalism to ensure customer satisfaction.
- Documented findings and solutions in alignment with company guidelines, ensuring compliance and knowledge sharing.
- Prepared clear and customer-focused communications tailored to company standards.
Customer Service Representative
Mercury Financial Services | IQOR
Allentown, Pennsylvania
01.2023 - 01.2024
- Provided professional support by managing a high volume of calls and emails while ensuring accuracy in transactions and inquiries.
- Reviewed account information in multiple systems to verify details and respond appropriately in line with company policies.
- Consistently met or exceeded benchmarks for speed, accuracy, and quality while maintaining compliance standards.
- Resolved customer issues with professionalism, balancing efficiency with attention to detail to reduce risk and maintain trust.
Payroll Specialist
Paychex Inc
Allentown, Pennsylvania
09.2020 - 03.2022
- Managed multi-state client payroll, tax information, and inquiries while ensuring accuracy and compliance with regulations.
- Researched and resolved employee payroll issues via email, phone, and in person, applying policy knowledge to support timely solutions.
- Processed employee rehires, transfers, terminations, and withholdings with precision to maintain accurate records.
- Supported payroll operations to ensure on-time and accurate wage distribution, including voiding checks and issuing stop payments to resolve discrepancies.
- Reviewed, investigated, and corrected financial entry errors, ensuring compliance and reducing risk exposure.
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NHHigh School Diploma -
Pleasant Valley High School
Brodheadsville, PA06.2020
Accomplishments
- Mentored Payment Support Class 32 at Shift 4, supporting new hires with resources to improve performance.
- Consistently exceed performance expectations; currently ranked 7th out of 52 in Payment Support for accuracy and efficiency in resolving complex financial issues.
- Volunteering with Merchant Relations to help reduce backlog, gaining exposure to risk review and account investigation's.
Timeline
Payment Support Representative
Shift 4
01.2025 - Current
Technical Support Representative
Papaya Gaming | Intouch CX
01.2024 - 05.2024
Customer Service Representative
Mercury Financial Services | IQOR
01.2023 - 01.2024
Payroll Specialist
Paychex Inc
09.2020 - 03.2022
Bachelor of Science - Business Administration
Southern New Hampshire University
High School Diploma -
Pleasant Valley High School