Sme And Product Support Resume Example

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

A seasoned support specialist well versed with 25 plus years of customer care and technical expertise in both client and staff platforms.

*Over 20 years of combined experience in Card Service Support and Card Processing environments.

*Product SME for DataCap OEM, product training & support.

*Meticulously completed 50+ file builds daily in compliance with Card Service guidelines while exceeding in Quality Assurance measures.

*Navigated through multiple platforms to fulfill job requirements in a fast-paced call center environment.

*Oversaw product reports for retrieval collection, inventory records and quality and compliance guidelines.

  • Product management
  • Call Center Operations
  • Customer assistance and support
  • Client education
  • Client management
  • Customer support needs assessment
  • Reporting and documentation
  • Telephone and email etiquette
  • Time management
  • Complex issue resolution
  • Staff coaching and mentoring
  • Implementation and configuration
  • Technical support and troubleshooting
  • Service desk support
  • Hardware configuration
  • Application installations
06/2012 to 09/2020 SME and Product Support Morgan Stanley | Medford, OR,
  • SME and Product Specialist for the configuration of DataCap's omnichannel software and hardware solutions.
  • Primary duties of DC SME was to convey regularly: Technical issues, software validation, product development, billing discrepancies, review and update the monthly DC rental/software activation reports and assure mutual client file information and status conformity. This corroboration produced data used in modifying DC’s proprietary Portal software that updated old functions or added new features for the build process which gave the file build and tech support teams the ability to update account platforms without a new file build which allowed for an immediate download activation. This reduced the build time by a 1/3, prevented account duplications and file load errors.
  • Excelled in the DC multi-channel hardware and software build requirements within a three-minute product scope of EVO’s same day out timeline while keeping within a ‘less than 1% out of compliance’ monthly evaluation.
  • Reviewed, identified and corrected discrepancies in file build, scanned data or work submissions. This saved EVO 20% on average in time and cost prevention arising from re-ships, retrieval costs, equipment installs failures and escalations with first time client installs.
  • Provided senior leadership monthly tailored Excel reports for DC Equipment retrieval data, highlighting attrition loss for collections and billing with a 98% completion rate.
  • Scanned and tracked weekly, DC product invoices for billing by the accounting department.
  • Aided Support management in creating a “Device Return” dialogue and ticket handling in their department client closing protocols which reduced DC unit loss attrition by 50%.
  • Tracked weekly DC product invoices, created scanned e-docs and instructed on account waivers and billing costs.
  • Assisted in training team members on product specs, support and build management.
06/2012 to 09/2017 Implementation Manager Surescripts | Beaverton, OR,
  • Evaluated Implementation paperwork for agent, reseller, tri-party or representative data provided by internal partners or independent offices to add into the Sterling Payment’s database. This included identifying in-completed or missing paperwork, data discrepancies, signatures and internal department requirements to complete the Agent boarding process.
  • Assisted internal departments with missing paperwork submitted by Agent clients for boarding new credit card processing merchants.
  • Reviewed and resolved agent questions with their residual portfolio using Sterling Payment’s online support portal.
  • Supported new Agents and Resellers with boarding requirements, technical support or follow up in a 90- day window.
07/2007 to 06/2012 Support Services Sterling Payment Technologies, SCR | City, STATE,
  • Handled and resolved over 75 to 125 inbound calls from Sterling’s clients and sales representatives regarding card regulations and industry guidelines in a fast pace, call-center environment.
  • Created a weekly report used to self-monitor assignments, workload responsibilities and highlight outstanding accomplishments. This report was used in the monthly employee evaluation.
  • Partnered with team leaders and management to develop the Quality Assurance process due to my 95% top-ranking QA status.
  • Launched, supported and trained employees with in software applications that doubled productivity and call handling time.
11/2000 to 06/2007 Account Manager GE Consumer Finance | City, STATE,
  • Averaged a 150 inbound call volume for a Nationwide retail client.
  • Ranked among the 10% in customer quality and call time out of 400 employee-base.
  • Succinctly navigated through 15 software web-based programs utilized throughout a customer’s call.
  • Resolved and mediated customer complaints in a timely and professional manner to ensure customer satisfaction in a fast-paced environment.
Education and Training
Expected in Bachelor’s Degree | Clinical Counseling National Christian Counseling Assoc, San Bruno, CA, GPA:

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School Attended
  • National Christian Counseling Assoc
Job Titles Held:
  • SME and Product Support
  • Implementation Manager
  • Support Services
  • Account Manager
  • Bachelor’s Degree