Carrie Robinson

Experience

• 

  Cayan LLC

  Mar 2017 - Feb 2018

  CSR

  • Answering calls to merchant regarding billing, funding and account changes • Making outbound calls following up on account changes • Working on internal email folder attaching files to correct accounts and emailing merchant if they need corrected • Cancellations and force closures• Floor walking helping colleagues resolve issues• Basic troubleshooting for terminals and merchant ware

• 

  TSYS

  Feb 2018 - Mar 2021

  •Leading and supporting a team of 11 Subject Matter Experts located in both Belfast and Philippines.• Ensuring that KPIs & SLA targets are being met by providing coaching on department processes and 1- 2-1 sessions using SMART objectives.• Lead training for team members • Improving performance• Provide Coaching and feedback on weekly NPS to ensure Client satisfaction is improved/maintained• Complete root cause analysis on incoming BBB complaints• Analysing CSAT'S to ensure better customer experience.• Resolving escalated issues• Compile stat reports daily, weekly and monthly Show less • Supporting our tier 1 colleagues with complex queries via inbound calls and Cases • Resolving escalated merchant issues• Subject matter expert in processing for; First Data, TSYS, Global and Elavon• Resolving complex merchant issues working on various processing platforms (First Data, TSYS, Global and Elavon)• Facilitating relationships between merchants and other departments in Cayan• Managing complaints and escalations in a timely, professional and courteous manner• Providing feedback to management for coaching and process enhancements• Assisting in projects and initiatives that benefit our teams, customers and business• Managing reject reports from First Data and TSYS to minimise loss for our merchants• Documenting processes and delivering them to CS reps• Assist with training new starts on tier 2 processes and procedures Show less

  • Subject Matter Expert, Team Lead

    Jul 2020 - Mar 2021

  • Senior Subject Matter Expert

    Feb 2018 - Jul 2020
• 

  Payroc

  Mar 2021 - now

  • Merchant Support Manager

    Feb 2023 - now

  • Merchant Support Lead

    Mar 2021 - Feb 2023