Summary
Overview
Work History
Education
Skills
ACTIVITIES
Timeline
Generic

Roberta Campbell

Louisville,KY

Summary

Results-driven professional with over 20 years’ experience in the merchant services industry. Expertise includes team leadership, technical requirements, analysis, system integration, eCommerce implementation, training and development, problem analysis and resolution, and client relationship management. Dynamic, resourceful, and extremely driven individual with a deep passion for creating and delivering services and solutions that empower a team, company, and customer to meet and exceed desired expectations.

Implementation professional skilled in managing complex software deployments and ensuring seamless integrations. History of driving project success through meticulous planning and proactive issue resolution, contributing to higher client satisfaction. Known for fostering team collaboration and delivering consistent results under varying conditions, with expertise in technical support and process optimization.

Overview

26
26
years of professional experience

Work History

Field Integrated Solutions Implementation Specialist

XPLOR PAY
04.2025 - Current
  • My primary focus is to successfully install and support new merchants on the Xplor Pay Point of Sales (POS) and be the subject matter expert for the point of sale, application software, equipment, payment processing and functionality offered by Xplor Pay. I currently support Hyfin, Quantic, Korona, Kwick, BillerGenie and Selflane. After the POS demo is completed and the merchant has signed up for the POS I am assigned as the technical subject matter expert/project manager to coordinate and communicate externally with the merchant and POS. I also coordinate internally between the Sales rep, Onboarding, Activations, Product, and 3rd Party Vendor teams to provide customers with a single point of contact. I am a trusted advisor for new and existing merchants by guiding them through the implementation and adoption of the full Xplor Pay product suite.
  • Formerly Clearent

Integration Specialist

CLEARENT
05.2023 - 04.2025
  • My primary focus is to successfully onboard and install new merchants on the Xplor payment gateway and TSYS, be the subject matter expert on all equipment, payment processing and functionality offered by Xplor Technologies. Additionally, I support level 1 and level 2 technical support teams with their day-to-day interactions with internal and external customers. As an SME I am an escalation point for technical support issues. I work closely with the support teams and sales support to resolve escalations. As an SME I am assigned special projects that utilize project planning and management. I recently managed a team of 20+ members for the NCA Conversion project which we completed on time and within the scope of the Association conversion deadline.

Technical Support Team Lead

CLEARENT
05.2021 - 05.2023
  • Effectively led an operational technical support team delivering 1st and 2nd level support to clients in the merchant services industry. Provide technical guidance, setup, and implementation of credit card readers/EMV devices. Act as an escalation single point of contact for team potential issues, making sure clients’ needs are met and their voices are heard. Document all client interactions according to department procedures and keep detailed accurate notes. Assist management in defining team member roles, expectations and accountability and align team member capabilities and improve workload balance. Identify and set course of corrective actions in case the SLA is not respected and identify any continuous team improvement initiative. Set objectives for the team members and evaluate performance.

Technical Support Representative

CLEARENT
11.2020 - 05.2021
  • Provide world class technical support to merchant services clients, ISOs, ISVs, and their support teams. Analyze, troubleshoot, and recommend solutions for issues surrounding their POS software and credit card reader/EMV devices. Provide technical guidance, setup, and support to implementation of new credit card readers/EMV devices as stand-alone or integration to their POS software. Test and confirm credit, debit and EBT processing using dip, swipe and tap technology. Recommend appropriate solutions to complex or reoccurring issues. Document all client interactions according to department procedures and keep detailed accurate notes.

Technical Support Representative

HEARTLAND PAYMENT SYSTEMS
06.2019 - 11.2020
  • Respond to customer inquiries on technical issues related to the supported products. Resolve and troubleshoot simple or complex issues relating to customers and their payment processing while ensuring proper documentation and recording of all activities and communications in SharePoint. Log all customer activity in SharePoint and update customer account information. Provide technical support with a focus on accuracy and customer satisfaction. Provide technical support to team members and participate in cross-functional team meetings. Collaborate with team members using Office 365 and SharePoint.

Product Manager

FIRST DATA
06.2017 - 03.2019
  • Innovative, resourceful, application product manager driving product strategy, vision, roadmap, and features with Agile SCRUM teams. 17+ years of enterprise platform & financial processing experience includes working with small, medium, and large clients integrating into the payment gateway. Complete end-to-end software life cycle management using Salesforce and developing epics, JIRA stories, and specifications (BRDs/RTMs). Cross functional collaboration with customers, technical (software engineering, testing, support), and business teams (sales, marketing, services). Utilized strong technical knowledge/skills for impact analysis. Product champion externally, and passionate voice of the customer internally. Developed product integration plans for product introduction and developing marketing strategies.

Senior Certification Analyst

FIRST DATA
07.2013 - 06.2017
  • Direct technical support to both in-house staff and clients to support client implementations and conversions for small/medium and large company corporations. Develop, coordinate, and execute project plans, task schedules and resource allocation to ensure on-time and effective project delivery. Drive delivery dates, identify system details, operation, and programming requirements, and coordinate all training requirements. Analyze portfolio to identify issues and offer solutions. Review, analyze and track all business and system requirements related to conversions. Ensure projects align with company processes, tactical planning, and strategic vision by re-engineering applications and implementing process improvements. Interface with other key stakeholders to generate and offer solutions. Communicate services and products to clients and vendors. Assisted with inhouse conversion to an integrated SharePoint environment for project tracking.

Integration Advisor

FIRST DATA
01.2012 - 07.2013
  • Deliver senior technical project support to clients to support their interface/implementation to the payment gateways. Analyze, debug, and deploy eCommerce shopping carts. Develop and manage projects plans and provide project status updates to management.

Network Analyst

BANK OF AMERICA
01.2009 - 01.2012
  • Managed client project analysis and integration of their network into the secure enterprise network infrastructure. Assisted with technical support and troubleshooting customer issues. Defined requirements, maintained project plan and delivered technical reports to the Architects, Engineers and Managers. Working knowledge of DMAIC, Waterfall and Agile methodologies.

Web Developer

NPC/BANK OF AMERICA
04.2000 - 01.2009
  • Develop, enhance, test, debug, and maintain software applications that supported the business intranets and internet sites. Participated in design, development and implementation of complex applications involving diverse platforms, software, hardware technologies and tools. Experienced working in a corporate IT environment with software tools.

Education

Bachelor's - Computer Science

Strayer University
06-1997

Associates - Information Technology

Strayer College
06-1993

Skills

  • Content Management
  • Test Management
  • Root-cause analysis/debugging
  • Release Management
  • SGML, HTML, XML, CSS, JavaScript, EMV
  • Salesforce
  • Product/Project Management
  • Writing Technical Requirements
  • Agile/Scrum Product Life Cycle
  • Technical Support Management
  • SharePoint Workflow
  • Customer Service

ACTIVITIES

I am a board member of the southeast YMCA. I believe Yoga has amazing benefits for the body and mind. I am a board member of the southeast YMCA. I believe Yoga has amazing benefits for the body and mind.

Timeline

Field Integrated Solutions Implementation Specialist

XPLOR PAY
04.2025 - Current

Integration Specialist

CLEARENT
05.2023 - 04.2025

Technical Support Team Lead

CLEARENT
05.2021 - 05.2023

Technical Support Representative

CLEARENT
11.2020 - 05.2021

Technical Support Representative

HEARTLAND PAYMENT SYSTEMS
06.2019 - 11.2020

Product Manager

FIRST DATA
06.2017 - 03.2019

Senior Certification Analyst

FIRST DATA
07.2013 - 06.2017

Integration Advisor

FIRST DATA
01.2012 - 07.2013

Network Analyst

BANK OF AMERICA
01.2009 - 01.2012

Web Developer

NPC/BANK OF AMERICA
04.2000 - 01.2009

Associates - Information Technology

Strayer College

Bachelor's - Computer Science

Strayer University

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Roberta Campbell