Stephanie Nash
Fargo
Summary
Detail-oriented payment processing professional with expertise in transaction processing, reconciliation, and customer billing support. Demonstrated leadership in training teams and implementing process improvements, ensuring compliance and accuracy in high-volume environments.
Overview
12
12
years of professional experience
Work History
Supervisor – ConnectBooster Payments Department
Kaseya
Fargo
08.2025 - Current
- Supervised team performance and ensured adherence to company policies.
- Monitored employee productivity, providing constructive feedback and coaching to improve performance.
- Trained new employees on processes, tools, and company standards.
- Conducted regular team meetings to share updates and resolve concerns, fostering team alignment.
- Coordinated daily operations to streamline workflow and improve overall productivity.
- Implemented process improvements to streamline operations across departments.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Support audits, internal controls, and adherence to payment policies and procedures
Team Lead – Payments
Kaseya
Fargo
06.2023 - 08.2025
- Led a payments team responsible for processing and supporting customer payment transactions
- Investigated and resolved payment errors and failed transactions to enhance customer satisfaction
- Partnered with operations, finance, and support teams to improve payment workflows and reduce defects
- Monitored queues and turnaround times to ensure adherence to service-level expectations
- Facilitated onboarding and training of new payments specialists to ensure team readiness
Level 1 Payments Specialist
Kaseya
Fargo
12.2021 - 06.2023
- Investigated payment discrepancies, unapplied payments, and transaction failures to identify root causes and enhance resolution processes
- Addressed payment-related questions and resolved issues for customers and internal partners, ensuring timely and effective support
- Maintained compliance with internal controls, documentation standards, and policies
- Collaborated in developing strategies that improved customer satisfaction levels through targeted solutions
- Developed and implemented specialized procedures for customer service operations.
- Fostered collaborative relationships with staff and management to enhance teamwork.
- Recognized and assessed customer needs quickly and effectively to provide timely assistance.
Workforce Manager (WFM) / Multiple-Site Supervisor
Atos
Fargo
09.2016 - 12.2021
- Monitored real-time queues and staffing levels to achieve service and accuracy targets
- Managed workforce operations for high-volume call and transaction environments, ensuring optimal resource allocation
- Supported teams with escalations and workflow prioritization to resolve issues efficiently
- Supported consistency, documentation, and quality across multiple operational sites
OTP3 Senior – Technical Support Aide (McDonald’s)
Atos
Fargo
08.2014 - 09.2016
- Managed incident creation, triaged issues, and conducted customer follow-up to ensure timely resolutions
- Provided transactional and system support for nationwide customer locations
- Facilitated training for new agents on Rover platform to enhance onboarding experience
- Demonstrated professionalism and accuracy while operating in fast-paced, high-volume environment
Skills
- Customer relationship management
- Service quality
- Training coordination
- Process improvement
- Workflow optimization
- Regulatory adherence
- Performance management
- Processes and procedures
- Staff management
- Coaching and mentoring
- Employee motivation
- Attention to detail
Timeline
Supervisor – ConnectBooster Payments Department
Kaseya
08.2025 - Current
Team Lead – Payments
Kaseya
06.2023 - 08.2025
Level 1 Payments Specialist
Kaseya
12.2021 - 06.2023
Workforce Manager (WFM) / Multiple-Site Supervisor
Atos
09.2016 - 12.2021
OTP3 Senior – Technical Support Aide (McDonald’s)
Atos
08.2014 - 09.2016