Summary
Overview
Work History
Education
Skills
Timeline
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Stacy Sowder

Vancouver,WA

Summary

Dynamic Support Specialist with a proven track record at Finvi, excelling in technical support and client communication. Adept at resolving complex issues through critical thinking and collaboration, I effectively enhance customer satisfaction and streamline processes. Committed to training and mentoring, I leverage analytical skills to drive team success and improve service delivery.

Overview

21
21
years of professional experience

Work History

Support Specialist

Riverside Payment
08.2024 - Current
  • Receive inbound calls from customers/merchants and field their concerns through the appropriate channels
  • Document all calls within the HelpDesk system to ensure all questions and concerns are documented and addressed
  • Assist merchants in compliance with PCI (Payment Card Industry) processes
  • Deploy critical thinking and problem solving to ensure issues and questions are properly and completely addressed
  • Work with the rest of the Merchant Success team to ensure consistency in merchant solutions and best practice exchange

Support Specialist

Finvi - formerly known as Ontario Systems and Columbia Ultimate
12.2004 - 02.2024
  • First line of contact with clients to gather all pertinent information to document and solve or escalate client issues to appropriate contact or department
  • Provided technical support to clients via phone, email, and Salesforce
  • Consulted with clients to understand user problems and ask questions to locate root cause and solutions
  • Responded to user inquiries about software, explaining features and resolving questions
  • Maintained up-to-date knowledge of software and technical developments through reading and training
  • Answered phones and triaged multiple groups in Salesforce
  • Trained and mentored new employees

Customer Service Representative

Finvi - formerly known as Ontario Systems and Columbia Ultimate
01.2004 - 01.2016
  • Assisted clients with new/existing letter setup/modifications, including design and layout of client’s correspondence
  • Provided top notch customer service and maintenance in Columbia Ultimate (CU) software, Installation of CU software onto client’s system
  • Worked as a liaison between client and vendors to coordinate products & services our clients used
  • Directly involved in the development of user training materials and FAQ documentation as well as Knowledge Articles
  • Organized client files and the documentation progress of the client letter setup
  • Ordered custom stock per client specks and worked with print vendor to implement

Education

High School -

Evergreen High School

Skills

  • Training Experience
  • Collaborative
  • Efficient
  • Analytical
  • Communication skills
  • Time management
  • Customer relationship management
  • Critical thinking
  • Client communication
  • Team collaboration
  • Technical support
  • User training
  • Resolve technical problems
  • Problem-solving
  • Multitasking capacity
  • Effective communication
  • Customer needs assessment
  • Task prioritization

Timeline

Support Specialist

Riverside Payment
08.2024 - Current

Support Specialist

Finvi - formerly known as Ontario Systems and Columbia Ultimate
12.2004 - 02.2024

Customer Service Representative

Finvi - formerly known as Ontario Systems and Columbia Ultimate
01.2004 - 01.2016

High School -

Evergreen High School

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Stacy Sowder