Summary
Overview
Work History
Education
Skills
Software
Accomplishments
References
Timeline
Generic

VANESSA MARCUM

Knoxville

Summary

Results-driven Project Analyst with a proven track record in project analysis and implementation, enhancing training effectiveness by successfully onboarding over 29 new representatives at Elavon. Expertise in problem-solving and organizational skills led to the efficient resolution of more than 100,000 cases, significantly driving project success. Exceptional public speaking abilities have optimized team performance and engagement, while a strong focus on relationship building and data analysis supports effective project management. Committed to leveraging analytical talents to elevate project outcomes and stakeholder satisfaction.

Overview

17
17
years of professional experience

Work History

PCI Project Analyst

Elavon
Knoxville
03.2022 - Current
  • Work with our merchants to become PCI compliant.
  • Manages coworkers on the team email inbox.
  • Make training materials and knowledge articles about PCI for the company.

  • Utilized various software and tools to streamline processes and optimize performance.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Worked with cross-functional teams to achieve goals.
  • Recognized by management for providing exceptional customer service.

Project Analyst

Elavon
Knoxville
09.2019 - 03.2022
  • Developed department training material for the Disputes Department.
  • In 2021, I trained over 29 new reps to help with the influx of work from COVID. New reps worked on over 100,000 cases, keeping the Dispute department within the dispute time frame, and saving the company money.
  • Advocated for ways to streamline ongoing projects, prioritizing shorter turnaround times, and consistent development quality.
  • Determined the root cause of problems and issues to implement the courses of action required to implement solutions.
  • Identified and resolved risk issues in project proposals, mitigating potential liability claims.
  • Optimized testing protocols by integrating simulations into diagnostic and validation tasks.
  • Monitored ongoing projects for adherence to prescribed timelines, suggesting operational changes where needed.
  • Built lasting and collaborative partnerships with individuals both within and outside of the company.

Airline Chargeback Specialist

Elavon
Knoxville
07.2010 - 09.2019
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Developed team training material for our Professional Service Airlines.
  • Documented procedures and business processes for our Professional Services Airlines.
  • Traveled to off-site meetings, serving as client's primary liaison with American Airlines by learning airline computer systems. I was able to learn their system and come up with documentation on how Elavon would work disputes on behalf of American Airlines. I then trained airline reps on American Airline computer systems and how to work their disputes.
  • Resolved problems, improved operations and provided exceptional service.
  • Managed and responded to correspondence and inquiries from all Elavon's airlines.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Offered friendly and efficient service to major Airlines, handled challenging situations with ease.
  • Managed and responded to correspondence and inquiries from customers and vendors.
  • Maintained excellent attendance record, consistently arriving to work on time
  • Carried out day-day-day duties accurately and efficiently
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
  • Used Microsoft Word and other software tools to create documents and other communications
  • Prepared variety of different written communications, reports and documents to ensure smooth operations
  • Improved operations through consistent hard work and dedication

Chargeback Specialist

Elavon
Knoxville
04.2008 - 07.2010
  • Resolved disputes by processing refunds and debits to cardholders or merchants.
  • Investigated disputed credit or debit card transactions.
  • Managed and responded to correspondence and inquiries from customers and vendors.
  • Checked Merchant documents for errors and accuracy.
  • Edited letters and written material for correspondence

Education

High School Diploma -

Carter High School
Strawberry Plains, TN

Skills

  • Project implementation
  • Project analysis
  • Data analysis
  • Training Presentation
  • Problem-solving
  • Project planning
  • Organization skills
  • Optimizing training effectiveness
  • Data collection
  • Public speaking
  • Project implementation
  • Training material development
  • Employee training
  • Gathering requirements

Software

Microsoft systems

Excel 

Sales Force

Power Point

Accomplishments

  • Received my companies highest reward when I won the Legends of Possible award. I was one of about 100 employees that won this reward in all of U.S.Bank and Elavon.

References

References available upon request.

Timeline

PCI Project Analyst

Elavon
03.2022 - Current

Project Analyst

Elavon
09.2019 - 03.2022

Airline Chargeback Specialist

Elavon
07.2010 - 09.2019

Chargeback Specialist

Elavon
04.2008 - 07.2010

High School Diploma -

Carter High School

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VANESSA MARCUM