WONJANERA STILLWELL

• Principal point of contact to internal partners, and as the primary contact for Bank of America top 30 clients on behalf of Fiserv.
• Proactively handles concerns and escalations pertaining to Top 30 clients and operational needs.
• Monitors client satisfaction to ensure strategic alignment by identifying needed improvements and operational gaps between Bank of America and Fiserv.
• Collaborates with stakeholders to enhance processes by suggesting Fiserv products aligned with client requirements
• Implements processes to ensure Bank of America's Top 30 clients' technical needs are serviced in a timely manner.
• Sustains channel success through the creation and maintenance of effective operational procedures.
• Implements optimization strategy for support teams, resulting in cost savings.
• Leads cross-functional teams to improve or fill process gaps that can lead to revenue generation or retention.
• Facilitates and oversees research for client technical and operational issues.
• Provides consistent reporting and updates to both clients and internal teams regarding performance, satisfaction, and any challenges.
• Identifies opportunities for upselling or cross-selling additional products or services to existing clients.

• Reviewed and accessed VOC data, reached out to clients to resolve their outstanding issues for the purpose of repairing and retaining the relationship with the company.
• Assisted with multiple product platforms/environments to deepen the penetration of Fiserv products and services.
• Handled management escalations as assigned and resolved them in a timely manner.
• Welcomed new clients and educated on Clover products.
• Increased repeat customer base by maintaining relationships with high-profile clients and effectively managing service issues.
• Responded to customer concerns and implemented changes to accounts to resolve issues.

• Owned entire onboarding experience for new Clover merchants
• Clover menu consultation and adjustment based on client needs
• Responsible for the retention of each restaurant client within the program and assured client satisfaction by maintaining overall relationship
• Maintained accurate and up to date documentation of the client engagement and product matrix by utilizing appropriate systems and tools to track client interactions
• Developed cross-functional alignment and consensus around issue resolution and established strong working relationship with functional partners to ensure quality delivery and support
• Ensured optimum processing integrity through regular comprehensive systemic audits on client portfolios
• Provided direct resolution of simple inquires and facilitation of resolution moderate to complex inquires through coordination with customers and other internal Fiserv departments
• Implemented remedial actions when necessary to control and eliminate client liability
• Facilitated the client communication and delivery process as it relates to association releases, regulatory changes, product/platform upgrades, fee revisions and system enhancements

• Served as direct escalation liaison for executive leadership.
• Successfully handled all customer inquiries, resulting in timely resolutions and high levels of client satisfaction
• Implemented effective strategies to address key inter-departmental escalations, reducing client attrition
• Clarified problems by researching and exploring answers, implementing effective solutions
• Displayed remarkable versatility by consistently adapting to different work environments and being able to navigate unforeseen challenges
• Acquired and retained comprehensive product knowledge, offering informed assistance for a wide range of inquiries.

E-Support Specialist

May 2016-July 2019

• Subject matter expert for Clover new hire classes, provided instructions on troubleshooting, and processes
• Responded to direct merchant inquires via email and chat
• Responsible for Clover App Market billing issues, providing refunds and explaining billing to merchants and internal departments
• Enhanced organization reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments

Contact Center Specialist
Dec 2015 – May 2016

• Handled both inbound and outbound calls, which are routine but may require deviation from standard screens, scripts, and procedures
• Monitored systems to detect possible fraudulent behavior related to credit card usage and contact card holders to investigate possible fraud.
• Researched problem areas and documented processes used to correct issues
• Customer service is primary function, however, minimal selling or promotion of products or services was completed when needed
• Used computerized systems for tracking, information gathering, and/or troubleshooting.
  

• Implemented new merchandise strategy and signing collateral in store, driving sales growth of 18%
• Organized schedules, workflows and shift coverage to meet expected business demands
• Delegated daily tasks to team members to optimize group productivity
• Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies
• Completed inventory audits to identify losses and project demand