Nikki Calhoun
Phoenix,AZ
Summary
Dynamic Senior Payment Specialist with a proven track record in payment processing and contract negotiation. Expert in relationship building and regulatory compliance, driving significant portfolio growth. Adept at resolving disputes and enhancing workflows, ensuring client satisfaction and operational excellence. Passionate about delivering exceptional results and fostering strong client partnerships.
Overview
13
13
years of professional experience
Work History
Senior Payment Specialist
ViaPath Technologies
Remote, Arizona
06.2023 - 08.2025
- Processed various payment types from customers, institutions, and government agencies accurately.
- Applied payments to correct accounts within ViaPath systems, ensuring timely reconciliation.
- Negotiated contracts with correctional facilities to optimize payment agreements.
- Maintained and updated customer accounts and payment records for accuracy.
- Investigated and resolved payment discrepancies promptly to minimize disruptions.
- Generated reports on payment processing activities for internal review.
- Ensured compliance with payment policies and industry regulations, including PCI-DSS.
- Collaborated with cross-functional teams to enhance payment workflows and address inquiries.
Relationship Manager
-Nuvei
05.2012 - 04.2023
- Managed operation, service and business matters for a portfolio 150 + VIP merchants that do in access of over a quarter billion in processing, including:
- Acting as a day to day point of contact
- Ensuring all merchant issues, inquiries and needs are properly addressed.
- Oversaw key customer relationships to close strategic opportunities.
- Established strong client relationships to drive business development.
- Achieved client loyalty through quality, productivity, service and proactive management.
- Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
- Delivered positive experiences to customers at every touch point through clear communication and implementing strategies to improve satisfaction.
- Collaborated with various departments to improve communication and deliver individualized customer solutions.
- Advised and counseled customers on financing and related matters, courteously educating clients and responding to inquires.
- Negotiated terms for management services and financing to close deals with hesitant clients and retain relationships.
- Created and updated financial reports on frequent basis to present information to leadership teams.
- Monitored KPIs to assess customer engagement.
- Drove customer escalations to resolution by engaging directly with clients.
- Review and re-price existing accounts when requested
- Work with internal departments to ensure a high level of support for merchants.
- Acted as lead on special projects related to the merchant portfolio.
- Analyzed business performance data and forecasted business results for upper management.
- Developed and established new relationships to drive company growth.
- Collaborated with cross-functional teams to establish customer success programs.
- Negotiated short- and long-term contracts with sales associates, franchisees and customers.
- Trained and mentored new team members to promote productivity, accuracy and knowledge of various company programs.
Education
Associate of Business Management - Business Management
Rio Salado College
01.2016
High School Diploma -
Mountain Ridge High School
Glendale, AZ05.2003
Skills
- Relationship Building
- Portfolio Growth
- Project Management
- Strategic Planning and Alignment
- Salesforce CRM Software
- Negotiation and Resolution
- Payment Processing
- Retention Program Development
- Presentation Development and Delivery
- Financial Analysis
- Customer Relationship Management
- Contract negotiation
- Regulatory compliance
- Business performance analysis
- Transaction monitoring
- Dispute resolution
- Payment negotiation
- Payment gateway management
- Payment system integration
Timeline
Senior Payment Specialist
ViaPath Technologies
06.2023 - 08.2025
Relationship Manager
-Nuvei
05.2012 - 04.2023
Associate of Business Management - Business Management
Rio Salado College
High School Diploma -
Mountain Ridge High School
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