THERESA WEIRBACH
Northampton,PA
Summary
Results-driven Senior Associate experienced in project management, client relations, and team leadership. Drove initiatives from conception to completion while maintaining quality standards and timelines, fostering productive relationships with clients. Focused on identifying client needs and delivering exceptional customer care through effective communication and collaboration.
Overview
13
13
years of professional experience
Work History
Customer Success Manager
Shift4 Payments
03.2025 - 08.2026
- Delivered a 95% on-time go-live rate by supporting onboarding and POS migrations for 600+ merchants across U.S. and Canadian markets.
- Achieved zero data loss across 500+ merchant transitions through careful management of POS data transfers from HarborTouch Hospitality and Restaurant Manager.
- Coordinated leadership and product teams to advance Restaurant Manager to Shift4 Dine migration initiative.
- Advanced the Restaurant Manager to Shift4 Dine migration initiative through coordination with leadership and product teams.
- Improved menu digitization speed by ~40% and processed 30+ menus per month using AI tools for communication and data programming.
- Managed Salesforce CRM to strengthen case visibility and improve follow-up processes.
- Supported implementation planning and quality assurance as a Shift4 Dine installer certification holder and key liaison.
- Addressed customer needs promptly, ensuring efficient resolution of inquiries.
- Led merchant onboarding, ensuring smooth deployment of payment solutions and alignment with account expectations.
- Managed customer relationships, addressing escalations and coordinating timely resolution across support and operations teams.
- Drove product adoption by guiding clients through platform features, workflows, and best practices.
- Partnered with sales, implementation, and product teams to support account growth and retention.
- Monitored account health, identifying risks and executing proactive strategies to improve customer satisfaction.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
Operations Excellence Analyst II
Shift4 Payments
02.2023 - 03.2025
- Delivered real-time insights through updated slide decks, Google Sheets reports, and Tableau dashboards for six operations departments and executive leadership, including C-Suite.
- Facilitated faster decision-making by delivering timely ad hoc reports.
- Enhanced internal workflow efficiency through development of custom Slack workflows and Google Apps Script automations.
- Maintained Jira tickets to facilitate seamless project management and communication. to keep project progress visible and organized.
- Streamlined internal workflow through custom Slack workflows and Google Apps Script automations.
- Provided clear findings for stakeholders in payment operations to inform strategic decisions.
- Partnered with finance teams on billing and account research.
- Developed clear findings for stakeholders in payment operations.
- Built positive working relationships with staff and management.
- Monitored operations and reviewed records and metrics to inform understanding of company performance.
Enterprise Support Representative
Shift4 Payments
08.2021 - 02.2023
- Handled escalated enterprise merchant cases, reached 90% CSAT, and cut average resolution time by 25%.
- Developed and implemented SOPs to standardize department processes, enhancing consistency and efficiency.
- Onboarded two high-value merchants into Command Center monitoring and designed specialized pin pad prompt screens for five high-value merchants, improving user experience.
- Supported Shift4 Payments merchants with payment processing and account questions.
- Documented support tickets to ensure accurate follow-up and resolution. and kept CRM records up to date.
- Troubleshot card reader, gateway, and transaction errors.
- Created and rolled out SOPs to standardize department processes and improve consistency and efficiency.
- Recorded support steps and kept case notes accurate.
- Maintained detailed records of support processes to improve information tracking. and kept case notes accurate.
- Resolved escalated merchant complaints promptly, ensuring customer satisfaction and retention.
Payment Support Representative
Shift4 Payments
10.2020 - 08.2021
- Led payment support for SMB merchants, maintaining transaction flow and customer satisfaction through fast resolution of terminal, gateway, and POS payment issues.
- Managed ticket queues for card processing and account issues, ensuring timely resolution through accurate prioritization.
- Escalated complex gateway and settlement issues to technical teams, facilitating faster resolutions for merchants.
- Coordinated responses with billing, operations, and technical support groups, streamlining case management and improving follow-up.
- Documented case notes in CRM to support follow-up and continuity.
- Assessed customer needs, identified issues, and delivered solutions for customer inquiries.
- Reviewed prior interaction data to identify potential issues before escalation.
- Used strong problem-solving skills to diagnose and troubleshoot technical issues.
Inside Sales Executive
Creditsafe USA
12.2018 - 06.2019
- Facilitated business prospecting for CreditSafe USA credit solutions, generating new client opportunities and driving sales growth.
- Qualified inbound leads through discovery calls and needs analysis, improving lead conversion flow.
- Presented credit reports, risk tools, and subscription packages to prospects, aligning solutions with client needs.
- Supported discovery calls to identify customer needs and purchasing timelines.
- Delivered CreditSafe USA product demos through phone and online meetings.
- Maintained pipeline records in CRM, ensuring accuracy of opportunity data.
Sales Manager
The Cellular Connection
05.2017 - 12.2018
- Managed sales operations across multiple locations, meeting revenue and performance goals through targeted initiatives.
- Hired, trained, and coached sales teams to achieve strong regional rankings.
- Managed daily operations for wireless sales teams in retail stores to ensure seamless service.
- Arranged customer consultations to facilitate upgrades, activations, and service changes, improving overall service efficiency. for upgrades, activations, and service changes.
- Supervised sales floor activity and daily opening duties.
- Supervised sales floor activity and daily opening duties to maintain operational efficiency.
- Monitored inventory levels for phones, tablets, and wireless accessories.
- Organized merchandising displays for cellular products and promotions.
- Opened new accounts and maintained service for existing accounts while building professional relationships.
- Provided technical support for customers, answering questions about product features and capabilities.
Solutions Specialist
Verizon Wireless
03.2013 - 04.2017
- Supported sales goals by using needs-based consultative selling to exceed individual and team quotas.
- Lowered churn by strengthening customer relationships and enhancing customer experience.
- Recommended products and services based on customer needs.
- Helped lower churn by strengthening customer relationships and improving customer experience.
- Built customer trust through attentive communication and solution-focused service.
- Explained Verizon Wireless promotions, policies, and contract terms in clear language.
- Solved billing, service, and account issues using Verizon systems.
- Monitored competitor marketing strategies to assess trends. to stay informed on market changes.
- Assessed inventory status to maintain optimal stock levels. to maintain product availability.
- Guided Verizon Wireless customers on device plans, upgrades, and features to optimize their selections.
- Monitored inventory levels to maintain product availability.
- Processed activations, transfers, and device changes within Verizon Wireless system.
Education
Bachelor of Science - Information Technology – Software Development
Strayer University
Washington03-2022
Associate of Applied Science - Business Management
Lehigh Carbon Community College
Schnecksville08-2010
Skills
Salesforce and Jira proficiency
- Certification in data analysis
- Proficient in Tableau
- Microsoft Office Suite
- Data migration
- HTML and Google Apps Script
- Familiar with Slack and AI technologies
- Fintech knowledge
- Data reporting tools
Timeline
Customer Success Manager
Shift4 Payments
03.2025 - 08.2026
Operations Excellence Analyst II
Shift4 Payments
02.2023 - 03.2025
Enterprise Support Representative
Shift4 Payments
08.2021 - 02.2023
Payment Support Representative
Shift4 Payments
10.2020 - 08.2021
Inside Sales Executive
Creditsafe USA
12.2018 - 06.2019
Sales Manager
The Cellular Connection
05.2017 - 12.2018
Solutions Specialist
Verizon Wireless
03.2013 - 04.2017
Associate of Applied Science - Business Management
Lehigh Carbon Community College
Bachelor of Science - Information Technology – Software Development
Strayer University