Hosting Support Agent - Level 2 Resume Example

Payflow Support (agent level 4)– My responsibilities included updating merchant websites so that PayPal can be their processor. Additionally updating websites with PayPal/BillMeLater branding. I Also assisted with integrating their payment page gateway as well as any third party software.

Merchant Services (Agent Level 1) – I was the point of contact for small to medium businesses. I would resolve issues that ranged from technical problems to issues with disputes/claims and transactional disputes. I would also look out for any missed opportunity to assist in growing their revenue and future business needs.

Agent Assist Line - My duties included taking escalations from merchants and educating them on best used practices. I would also take responsibility to make administrative decisions such as refund outside of our guidelines and making exceptions outside of our policy. I would also be asked to hold regular one on one coaching sessions with agents that needed additional assistance recommended by their supervisor.

Training Skills - Developed training material used to train new hires as well be conduct both classroom and personal development. I would hold three eight hour classes for each new hire class, ranging from our employee interface (SalesForce, PDA3, ATG) to our products (Payflow Pro, PayPal Advanced, PayPal Pro, Payflow Lynk). During their first couple weeks on the floor assisting merchants I would hold regular check ups and answer any questions that may have come up while on the job.

Account Management - Account Manager for inquiring merchants seeking lower rates on their processing fees. I was responsible for acquiring these merchants on behalf of First Data Merchant Services. Leads were given to us weekly where we were expected a 60% close percentage. I averaged a 68.5% close rate. I also took inbound phone calls from my existing portfolio that housed over 30 large merchants averaging over $60,000 a month in revenue.