Summary
Overview
Work History
Education
Skills
Timeline
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Pamela A. Rangel

Haltom city,Texas

Summary

Over 15 years of experience in customer service, with a focus on risk management and payment systems. I provide leadership and support to various teams and departments, ensuring quality service and compliance with policies and procedures. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.

Overview

13
13
years of professional experience

Work History

First American Payment Systems

iATS Customer Care Coordinator
12.2020 - Current
  • Provide leadership and support to customer care, risk and product support specialists
  • Facilitate and communicate risk/customer care decision process, as well as department policies, procedures and inquiries to internal and external clients.
  • Conducts audits on credit card/ACH activity that could be a potential risk to the company, with the intention of gathering supporting documents to make an informed decision to release any funding to the clients.
  • Responsible for assisting over 5 different gateway payment platforms
  • Responsible for creating risk/customer care training documents
  • Builds trust between the clients and company partners to ensure all risk, concerns, issues are handled in a timely manner.
  • Performs side-by-sides for coaching and call monitoring
  • Responsible for interviewing, hiring, and new hire training.
  • Evaluate and conduct performance reviews.
  • Provides clear, effective, timely, and constructive feedback to associates and leadership team.
  • Actively evaluate existing processes and procedures, recommending and implementing process improvements to improve risk, quality, quantity, and timeliness of assigned tasks and overall client/partner experience.
  • Ensure group is meeting objectives regarding productivity and KPI’s
  • Coach and train all agents to enhance skills and knowledge of general risk and customer care policies and procedures.

Loss Prevention Supervisor

First American Payment Systems
12.2019 - 12.2020

Customer Service Team Lead

First American Payment
06.2018 - 12.2019

Trainer/OJT Coach

First American Payment Systems
04.2014 - 06.2018

Sr. Tech Support Specialist

First American Payment Systems
12.2012 - 03.2014

Quality Assurance Representative

First American Payment Systems
01.2012 - 12.2012

Customer Care Representative

First American Payment Systems
06.2011 - 01.2012

Education

Tarrant County College District
Fort Worth, TX

Skills

Skills:

  • 16 years of Customer Service
  • Mitigating risk
  • Reviewing and verifying financials (W-9s, Bank Statements, 990s etc)
  • Building Fraud Prevention Configurations
  • Data Analysis
  • Capable of performing under pressure in fast-paced environment
  • Training & Development
  • Customer relationship development
  • Recruitment expertise
  • Data Collection

Systems and Softwares:

  • Microsoft office: Word, Excel, PowerPoint, One Drive, and Outlook
  • CRM: Merchant System, Salesforce, HubSpot
  • Processors/Gateways: Paymentech, Vantiv/IQ, TSYS, FDR, ROL Chase, First-Data, Paysafe (Netbanx), DPP, Elavon
  • Back-End Processors: Sam, FDR
  • Communication: Avaya/Performance Center, Microsoft Teams, Zoom
  • Monitoring: Call Copy/Nice Uptivity, Netrio
  • HR Systems: Workday, Ultipro, Performancepro, Timelogger
  • Operations: E-Requester (Web Purchasing and Expense Ordering Management)
  • Document Management: Docuware, Fortis, Guide Star, ProPublica

Timeline

First American Payment Systems

iATS Customer Care Coordinator
12.2020 - Current

Loss Prevention Supervisor

First American Payment Systems
12.2019 - 12.2020

Customer Service Team Lead

First American Payment
06.2018 - 12.2019

Trainer/OJT Coach

First American Payment Systems
04.2014 - 06.2018

Sr. Tech Support Specialist

First American Payment Systems
12.2012 - 03.2014

Quality Assurance Representative

First American Payment Systems
01.2012 - 12.2012

Customer Care Representative

First American Payment Systems
06.2011 - 01.2012

Tarrant County College District

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Pamela A. Rangel