Advance Knowledge of Salesforce 360, TASQ, Access One, FDIS and Zendesk
Roxanne Sims
Clover Executive Escalations
ATLANTA,GA
Summary
Over five years of professional and technical career experience with proven record of achievement in leadership, training, account management, sales and customer relations. I am an individual willing to travel the distance to assist merchants with an intense passion for educating others and solving problems.
Overview
6
6
years of professional experience
Work History
Executive Escalations
Fiserv
Marietta, Georgia
07.2021 - Current
- Implemented company policies, technical procedures and standards for preserving integrity and security of data, reports and access.
- Provided exceptional customer service to customers as requested from Senior Executives and Upper Management
Tier 2 Technical Support Specialist
Fiserv
MARIETTA, Georgia
10.2020 - 04.2021
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
Clover Expert Esupport Agent
Fiserv
MARIETTA, Georgia
01.2018 - 06.2020
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Resolved Tier1 and Business Consultants concerns with little oversight.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Clover Tech Support Agent
First Data
Marietta, Georgia
01.2016 - 01.2018
- Maintain and manage Clover POS systems while administering a variety of business and technical support services to national and international merchants
- Supports Clover Devices, IT hardware and software products
- Diagnoses and resolves problems using documented procedures and checklists,
- Able to communicate technical information in a way that is meaningful to a non-technical audience
- Extensive knowledge of the organization, products, and/or services.
Education
Education
Spelman College
Atlanta, GASkills
Research and analysis
Customer retention
Procedure implementation
Software
Excellent communication and interpersonal skills
Merchant and Employee Training
Strong sense of responsibility and self-direction
Prior sales and strong customer support experience
Timeline
Executive Escalations
Fiserv
07.2021 - Current
Tier 2 Technical Support Specialist
Fiserv
10.2020 - 04.2021
Clover Expert Esupport Agent
Fiserv
01.2018 - 06.2020
Clover Tech Support Agent
First Data
01.2016 - 01.2018
Education
Spelman College