Roger Lewis

• Analyzed client business processes to propose optimal software applications for unique requirements.
• Investigated and addressed internet connection system issues to enhance usability and improve functionality.
• Resolved malfunctions with systems and programs through troubleshooting.
• Organized system documentation, strengthening controls and enhancing overall performance.
• Authored documentation for use in existing personnel training and new personnel onboarding processes.
• Trained users in a number of proper hardware and software use, resulting in reduction in helpdesk calls.
• Proctored both online and in-person technical training courses on company branded hardware and software use and understanding, supporting client scales ranging from individuals to groups of 5+.
• Communicated employee feedback and observational discoveries to senior officials, advocating for needed technical changes to case handling protocols.
• Provided high-level technical expertise to projects in system-to-merchant compatibility for the payment card Industry.
• Maintained authoritative knowledge on Payment Card Acceptance Systems through continued education and ongoing training.
• Recommended technology upgrades and complementary products to improve client security.

• Addressed and resolved customer complaints and issues to improve satisfaction.
• Retained updated knowledge of market competition and related offerings to generate favor for retention of merchants.
• Assessed client needs and developed plans to adequately address current and future objectives.
• Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
• Fostered customer trust by addressing concerns and needs using targeted problem-solving.
• Adhered to sales contract agreements and high-quality service delivery by coordinating with the Customer Service team and leveraging productive and open client communications.
• Identified opportunities to cross or up-sell Lending, Gift and Marketing, and POS options then communicated customer needs to appropriate team.
• Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
• Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Maintained up-to-date knowledge of Heartland's POS offerings and performed competitor analysis.
• Managed accounts to retain existing relationships and grow share of business.
• Provided recommendations to promote brand effectiveness and product benefits, resulting in retention of long-term accounts.

• Researched and resolved account and service problems with friendly, knowledgeable support.
• Documented customer concerns and inquiry resolutions in internal computer system.
• Served as point of contact for customers and worked to resolve issues.
• Accessed multiple databases to investigate customer questions and concerns.
• Created, articulated and championed vision and standards for user experience.
• Attended Monthly Product Release meetings to represent interests and perspective of company's customer base.
• Contacted outside providers on behalf of customers to help solve problems.
• Listened to customers in actively to assess issues and provide accurate information.
• Analyzed customer research to develop product and service recommendations and pitch to management.
• Answered as many as 50 calls each day focused on answering various questions and resolving a myriad of issues.
• Described and explained details about product options to inform customers and guide purchasing decisions.
• Recorded actions taken, issues resolved and information to effectively manage customer accounts.
• Facilitated inter-departmental communication to effectively provide customer support.
• Effective liaison between customers and internal departments.
• Effectively communicated with customers about account changes, new products or services and potential upgrades.
• Educated customers about billing, payment processing and support policies and procedures.
• Handled frustrated customers in fast-paced call center setting in coordination with solid team of customer service associates.
• Met all customer call guidelines including service levels, handle time and productivity.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• 
  
• Followed up with customers about resolved issues and completed troubleshooting to maintain high standards of customer service.
• Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
• Developed customer service training processes.
• Maintained up-to-date knowledge of product and service changes.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

⦁ Creating and maintain ongoing training documentation to help with seamless new hire transition from training to the call floor. Including, but not limited to, minor revamp of current curriculum materials and creation of all new documentation to assist CSRs in dealing with the ever changing work related challenges.