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