James Allen

• Created various Excel documents to assist with pulling metrics data and presenting information to clients for their business needs.
• Generated ad-hoc reports to evaluate specific business requirements.
• Implemented business intelligence solutions to increase operational efficiency.
• Analyzed data to identify root causes of problems and recommend corrective actions.
• Utilized data visualization techniques to present and explain complex data sets.
• Utilized Sift to work with Fraud Risk team to determine risk factors of online payments being taken at client's businesses.
• Used WorldPay Vantiv and Chase Deposit Tracing systems to analyze and record complex credit card payment scenarios and trace position of deposits throughout batching process.
• Troubleshooted complex email suppression and email bounce issues with SendGrid.

Developed and maintained positive relationships with clients via email, phone, and live chat services.

• Researched and resolved complex issues and appeals to facilitate prompt resolution.
• Identified and reported on utilization patterns to enhance quality of service delivery.
• Delivered exceptional customer service to every client by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Worked with new employees to train in customer service practices and company policies.
• Worked with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Maintained up-to-date knowledge of product and service changes.
• Worked with Okta for multi-login and authentication procedures.
• Gained knowledge on Workday system for tracking career performance, pay, and benefits.
• Worked with Salesforce daily to interact with clients, organize data for accounts, and business workflows.
• Used Salesforce to create and manage data and information provided to agents, in knowledgebase.
• Utilized Jira and Atlassian systems to collaborate with Engineering team on solutions for ongoing software and system bugs.

• Assisted first responders over telephone to provide support for cellular and communication services.
• Worked with ATT/FirstNet internal systems such as Clarify, OPUS, Slack, and Teams to provide efficient support systems.
• Worked with other customer support teams to develop consistent and equal high-quality levels of support.
• Prioritized urgent customer support issues while balancing operational needs and general customer service duties.
• Worked with multiple integrated companies, and policies while performing daily duties.
• Used free time to research market trends and technical specifications for devices to better assist first responders with their own hardware.

• Orchestrated positive customer experiences by overseeing every area of restaurant operations.
• Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
• Purchased adequate quantities of food, beverages, equipment, and supplies for successful operations.
• Transitioned restaurant from Aloha POS to Micros POS and oversaw team training and compliance with new systems.
• Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
• Identified problems, conducted troubleshooting and sought repair or maintenance support to keep restaurant equipment operational.
• Developed, implemented, and managed business plans to promote profitable food and beverage sales.
• Reconciled cash and credit card transactions to maintain accurate records.
• Carefully interviewed, selected, trained, and supervised staff.