Joan Mwebesa

Used critical thinking to break down problems, evaluate solutions and make decisions.

• Assisted business owners(merchants) with their day to day inquiries regarding fees, batches and deposits.

• De-escalated legal and social media threats.

• Reviewed merchant's processing statements together with them and

answered any questions that arose regarding billing.

• Negotiated processing rates and fees with credit card processor on merchant's behalf.

• Constructed custom pricing plans, offers POS system or equipment

to merchants based off their business needs.

• Reviewed rate offers from competing processors with the merchants

and made them aware of any hidden fees or loopholes.

• Troubleshot and placed Equipment orders for merchants.

• Worked effectively in fast-paced environments by communicating

effectively and professionally through emails, chats, inbound and

out bound calls with business owners.

• Boarded new accounts through referrals and by educating merchants

on new processing price plans.

• Educated business owners on how their merchant accounts,

answered questions about PCI compliance, account funding

parameters and holds.

• Proved successful working within tight deadlines and a fast-paced

environment.

• Completed paperwork, recognizing discrepancies and promptly

addressing for resolution.

• Demonstrated respect, friendliness and willingness to help wherever

needed.

• Used strong analytical and problem-solving skills to develop

effective solutions for challenging situations.

• Excellent communication skills, both verbal and written.

• Skilled at working independently and collaboratively in a team

environment.

• Identified issues, analyzed information and provided solutions to

problems.

• Adaptable and proficient in learning new concepts quickly and efficiently

• Analyzed network traffic and performance metrics to optimize system performance.
• Installed and configured network printers and other peripheral devices.
• Diagnosed and resolved hardware and software issues.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
• Planned and implemented upgrades to system hardware and software.
• Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.
• Managed onboarding and offboarding of employees.
• Worked with users to determine areas of technology in need of improved usability.
• Diagnosed and executed resolution for network and server issues.
• Completed reports detailing network and systems performance and downtime issues.
• Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
• Devised scripts and automation tools to improve system efficiency.
• Participated in on-call rotations providing 24/7 support for critical systems, exemplifying dedication to uninterrupted service delivery standards.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Managed timely and effective replacement of damaged or missing products.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Met customer call guidelines for service levels, handle time and productivity.