Amani Roger KOFFI

• Developed project plans outlining scope, objectives, and deliverables in collaboration with stakeholders.
• Planned, designed, and scheduled phases for large projects.
• Identified plans and resources required to meet project goals and objectives.
• Led cross-functional teams to successful project completions, improving team cohesion and productivity with effective leadership strategies.
• Improved stakeholder satisfaction with detailed project updates and proactive issue resolution.
• Monitored project progress, identified risks and took corrective action as needed.

• Collect and accurately document information from merchants, providing consistent first response to complex inbound service requests, financial inquires and/or technical issues.

• Review and resolve assigned and escalated/sensitive cases ensuring progress and resolution within specified timeframes; these include assigned chargebacks, inbound merchant / external escalations and may include technical issues

• Promote Moneris products and services to our merchants, identify cross-sell / up-sell opportunities referring leads through appropriate channels

• Responsible for maintaining customer satisfaction through the development and maintenance of strong relationships, understanding business requirements and, as necessary, issuing

discretionary rebates

• Resolved customer inquiries related to payment processing and transaction issues.
• Provided technical support for software applications, ensuring optimal functionality.
• Analyzed recurring issues to develop preventative measures and improve service quality.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
• Mentored junior representatives, fostering a collaborative team environment for skill development.

• Collect and accurately document information from merchants, providing consistent first response to complex inbound service requests, financial inquires and/or technical issues.

• Review and resolve assigned and escalated/sensitive cases ensuring progress and resolution within specified timeframes; these include assigned chargebacks, inbound merchant / external escalations and may include technical issues

• Promote Moneris products and services to our merchants, identify cross-sell / up-sell opportunities referring leads through appropriate channels

• Responsible for maintaining customer satisfaction through the development and maintenance of strong relationships, understanding business requirements and, as necessary, issuing discretionary rebates

• Manage incoming customer payments by processing invoices
• Track payments
• Apply payments to accounts
• Resolve discrepancies
• Follow-up on overdue balances to ensure timely collection

• Prepare and send accurate invoices to customers on time
• Record, apply, and reconcile incoming customer payments
• Monitor and follow up on overdue invoices to secure timely payments
• Maintain positive relationships with customers, especially during payment discussions