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Click here or scroll down to respond to this candidateCandidate's Name
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Cell: PHONE NUMBER AVAILABLE, Email: EMAIL AVAILABLESUMMARYFifteen years of Merchant Services experience with JP Morgan Chase. Responsible for troubleshooting Fortune 100 merchants credit card batch transactions that failed and were placed into suspended files. These files were in turn verified and batches fixed to allow for funding to merchants. Highly skilled in using proprietaryTANDEM and Customer Service Tool software to resolve suspended batch issues. Tandem used for onboarding merchant accounts. Most recently, in a technology driven position creating login accounts for POS software to enable merchants for processing credit card transactions and updating merchant accounts upon request. Strong organizational, communication, analytical, diagnostic, and problem-solving skills. A dependable, customer-focused, conscientious, high attention to detail, and trustworthy team player who is able to meet and exceed expectations. Bachelors degree in Communications with a concentration in Public Relations.PROFESSIONAL EXPERIENCEJP MORGAN CHASE, Tampa, FL 09/2022-5/2023Client Escalation and Applications Specialist Merchant Services DepartmentEnabled features and functions on POS software such as enabling refund capabilitiesEdited users administrative access per request by merchantCreated logins and passwords for transaction processing using Orbital Virtual Terminal and NetConnect.Created cases in Client Central database for all setupsFollowed up on case 24-48 hours later to ensure no issues with transaction processingResearched and troubleshot setup or processing errors for merchantsUtilized Excel to determine the amount of Premier merchants batch and error report activityOnboarded new employee usernames for PeopleSoft and Salesforce case generatingJP MORGAN CHASE, Tampa, FL 7/2007 8/2022Merchant Services Coordinator, Suspense, Merchant Services DepartmentResponsible for troubleshooting and resolving failed credit card batch transactions for major clients (e.g., Apple, Marriott, Lord & Taylor, Gap) which enables merchants to receive payment for hundreds to thousands of individual transactions within each batch.Using a company proprietary payments platform for transactions and fraudulent transactions.Researched and resolved issues for suspended batches within company timelines and protocols.Audited the Client Central database of batches flagged for Suspense resolution that departments accidentally closed.Collaborated/interfaced with clients and Account Relationship Managers to resolve problems such as ACH rejects and payments.Note: JP Morgan Chase reorganized the Merchant Services unit and consolidated the Suspense and other functions worldwide into one location in Tempe, AZ. This will eliminate the Tampa positioneffective September 9, 2022.Served as the sole Merchant Services Coordinator for Suspense activities at the Tampa facilityVirtually trained multiple co-workers on the various duties of the Suspense Department and for the transition of the department to Tempe, AZ office.During annual reviews, received top performance rating by the department supervisor and was compensated based on exceptional performance.Researched, investigated and resolved US and Canadian Suspense issues in 2021 involving 2,388 batches which released over $7M in payment funds to merchantResponsible for verifying and deleting approximately 30,000 duplicate transactions for merchants every yearEnsured that suspended batch issues were resolved quickly and efficiently as possible within 12-24 hours.Consistently exceeded weekly productivity standards by resolving more Suspense issues than target goals resulting in fewer delayed payments to merchants.Used MS Excel on a daily basis to generate AM and PM reports for Suspense to determine the amount of batches in Suspense as well as total dollar amount.Generate reports in Word to maintain clear and standardized documentation, facilitating seamless collaboration and communication within the bank.Onboarded new merchant accounts with all required information in order for merchants to begin transaction processing.Received praise from merchants and Account Managers for efficiency in resolving batch issues and releasing funds.o Examples: (1) Thank you for your stellar work knocking out the invalid card error influx that occurred for our Suspense cases. Volumes were out of control, but you did an outstanding job managing and working through the items. You always jump in to help where needed and Iappreciate all the support you give to our team. (2) Thank you Mark for your expertise inSuspense and answering our messages whether to release or delete the batch in Suspense. You are such an asset to the team. (3) Thanks for all your help on this. You have been great with assisting us with our Suspended batches and always respond in a timely manner.JP MORGAN CHASE, Tampa, FL 5/2006 - 7/2007Customer Service Representative, Customer Service DepartmentResponsible for troubleshooting and resolving technological problems for merchants using Verifone and Touch Tone Capture terminals. Programming of terminal software, troubleshooting terminal errors, and assisting merchants on how to use terminal device.Verifying batch totals and locating missing transactions for merchants.WACHOVIA BANK, Fairfax, VA/Tampa, FL 3/2003 5/2006Branch Teller ManagerResponsible for managing a team of eight full-time bank Tellers.Created schedules for full-time bank Teller employees including: shift rotation, flex days, and lunch breaks.Preparing reports for management on transactions and Teller performance.Ensuring each Tellers cash drawer was balanced to ensure zero discrepancies.Responded to customer inquiries concerning products and services to best meet their financial needs.Resolved concerns, disputes, and errors with customers accounts to ensure high customer satisfaction.Accomplishment: All eight Tellers balanced their cash drawers without discrepancies for an entire month and received a bonus.EDUCATIONBachelor's of Arts in Communications with concentration in Public Relations, 2001 George Mason University, Fairfax, VA,CONTINUING EDUCATIONCompleted training for job-related software upgrades and corporate training including: conflict of interest, confidentiality, diversity, et al.Proficient with JP Morgan Chase Suspense computer operations and applications, Microsoft Office, and Google ChromREFERENCESTed BarnettMerchant Services Supervisor/ Suspense Department Supervisor at JP Morgan Chase (813) 240-3771Jordan PalazuelosSuspense Department Representative/ Suspense Department Supervisor at JP Morgan Chase (602) 565-6195Jessica RiveraFormer Technical Products Support Representative at JP Morgan Chase/ Current Physical Therapist Assistant at Center Well Home HealthPHONE NUMBER AVAILABLE/pre> |
