Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Steve F Wohlers

Omaha,NE

Summary

  • Over 7 years proven experience in ecommerce & payment processing
  • Tech savvy
  • Extensive experience with PayPal Here & mobile payments 
  • Expert in PayPal products, upselling and cross selling, and customer support
  • Superior time management skills
  • Results-oriented and energetic
  • Talented sales professional effective at multi-tasking and reaching sales targets
  • Ability to think on feet & react quickly in face to face situations

 

 

Overview

7
7
years of professional experience

Work History

Special Projects- Wildfire Merchant Support

PayPal, Inc.
Lavista, NE
05.2013 - 01.2014
  • Helped create process improvement in applying contract terms, pricing, incentive payout, adaptive account creation, risk & reserves, Here reporting & functionality
  • Created account set up guidelines for Wildfire accounts
  • Provided customer support for ~500 accounts
  • Worked with back end offices to resolve account verification issues and turn on products for new POS merchants
  • Helped develop processes to streamline operations and build to scale
  • Teamed up with back end offices to set pricing on accounts and helped create a Salesforce process for tracking this in the future
  • Challenged how PayPal's online policies and procedures would effect the offline world

Account Manager

PayPal Inc.
Lavista, NE
05.2010 - 04.2013
  • Built relationships with customers to establish long-term business growth
  • Upsold PayPal products to fit merchant needs
  • Trusted business consultant to portfolio of 150+ merchants

 

Interim Supervisor PayPal Customer Solution

PayPal Inc.
Lavista, NE
01.2010 - 05.2010
  • Supervised 10-15 agents
  • Increased team metrics across the board with team Resolve Rate increase of 9.5%
  • Led and developed team members through 1-1’s and team learnings
  • Built rapport and gained trust of team members in order to drive results

 

eBay Resolutions Lead Agent

PayPal Inc.
Lavista, NE
07.2009 - 12.2009
  • Helped create and innovate eBay’s current dispute resolution process
  • Comprehensive understanding of both PayPal and eBay’s dispute resolution process 
  • Expert in diffusing difficult situations and building rapport with customers at every level 
  • Solid understanding of risk mitigation
  • Interact with Voice of the Customer through active listening and follow through
  • Trained agents on daily basis with constantly updated material through training, huddles, and one-on-ones

Resolution Services Agent, Senior Agent, Top Buyer Senior Agent

PayPal Inc.
Lavista, NE
11.2006 - 07.2009
  • Independently make sound business decisions with regards to customer’s accounts through phone and e-mail inquiries 
  • Well-developed soft skills used in relaying difficult messages to customers through escalated contacts 
  • Easily build positive relationships with clients through displaying a friendly attitude and a genuine willingness to help others
  • Assist others in meeting or exceeding their goals by mentoring Top Buyer Agent’s on assist calls
  • Advanced ability to use PayPal tools such as, Admin, Salesforce, ATTACK, and Frontline ATG
  • Innovative and creative problem solving shown through quickly resolving customer issues

Education

Bachelor of Science in Business Administration - Entrepreneurial Management

University of Nebraska at Omaha
2001

Skills

  • Analytical Problem Solver
  • Goal-Orientied
  • Strong Work Ethic
  • Customer Relationship Management
  • Advanced Salesforcecom User
  • Excellent Oral & Written Skills
  • Team Player
  • Vision, Strategy, and Execution
  • Process Improvement
  • Review of Contracts

Accomplishments

  • Account Manager of the quarter Q3, 2013
  • Presidents Club award winner 2012
  • Account Manager of the quarter Q2, 2012

Affiliations

  • Affiliated with Nebraska Teammates Mentoring Program

Timeline

Special Projects- Wildfire Merchant Support

PayPal, Inc.
05.2013 - 01.2014

Account Manager

PayPal Inc.
05.2010 - 04.2013

Interim Supervisor PayPal Customer Solution

PayPal Inc.
01.2010 - 05.2010

eBay Resolutions Lead Agent

PayPal Inc.
07.2009 - 12.2009

Resolution Services Agent, Senior Agent, Top Buyer Senior Agent

PayPal Inc.
11.2006 - 07.2009

Bachelor of Science in Business Administration - Entrepreneurial Management

University of Nebraska at Omaha
Steve F Wohlers