Juleah Battle
Mountain House,CA
Summary
Professional in merchant services industry with strong track record in client relations and transaction processing. Adept at navigating complex systems and resolving issues efficiently. Known for fostering collaborative team environments and consistently delivering results. Highly adaptable, with skills in payment solutions, customer service, and problem-solving.
Overview
7
7
years of professional experience
Work History
Merchant Services Representative
Vagaro
10.2024 - Current
- Participated in regular reviews of departmental performance metrics, identifying areas for improvement and strategizing solutions accordingly.
- Managed high-volume portfolios, effectively balancing workload while maintaining strong client relationships.
- Improved overall operational efficiency by streamlining internal communication channels within the team.
- Conducted thorough risk assessments, ensuring compliance with industry regulations and minimizing fraud cases.
- Enhanced customer satisfaction by promptly addressing and resolving merchant inquiries and concerns.
- Ensured timely handling of disputes by coordinating resolutions between issuing banks, cardholders, and merchants.
- Maintained up-to-date knowledge of industry trends and best practices to provide informed advice to clients.
Tier 2 Technical Support Representative
Vagaro
02.2023 - 10.2024
- Provided technical support to customers over the phone, live chat, and via email, resulting in a 100% customer satisfaction rate
- Provided technical support for clients and end-users and resolved escalated technical issues
- Developed a knowledge base of common issues and solutions to improve customer self-service and reduce the need for technical support
- Developed a knowledge base of frequently asked questions and technical support articles, reducing the time required to answer customer inquiries
- Utilized various remote support tools to provide remote assistance to clients and end-users
- Streamlined support processes by collaborating closely with cross-functional teams and stakeholders.
Escalation Supervisor
Duke Energy
11.2019 - 02.2023
- Manage customer escalations by serving as the primary point of contact, collaborating cross-functionally for complex customer inquiries and complaints
- Ensure timely resolution of customer escalations by setting expectations, enforcing relief, and resolving issues through effective communication
- Demonstrated a strong work ethic, resulting in being promoted to shift supervisor after 2 months
- Handled customer complaints professionally and effectively to prevent escalation and ensure customer retention
Administrative Assistant
D. Robinson & Associates
05.2018 - 08.2018
- Maintained electronic client files and day-to-day information
- Developed and maintained a system for tracking accounts receivable and accounts payable
- Collaborated with other departments to resolve billing and invoicing issues
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
Education
Master of Software Engineering & Project Management -
Champlain University
Burlington, VT12.2025
Bachelors of Criminal Justice -
Troy University
Troy, AL05.2021
Skills
- Service Improvement
- Analytical thinking
- Incident Management
- Leadership and Teamwork
- Critical thinking and problem solving
- Adaptability
- Time Management
- Business Operations
- Goal oriented
- Problem-solving
Timeline
Merchant Services Representative
Vagaro
10.2024 - Current
Tier 2 Technical Support Representative
Vagaro
02.2023 - 10.2024
Escalation Supervisor
Duke Energy
11.2019 - 02.2023
Administrative Assistant
D. Robinson & Associates
05.2018 - 08.2018
Master of Software Engineering & Project Management -
Champlain University
Bachelors of Criminal Justice -
Troy University
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