Natasha Cole
13305 Mannheim Dr Frisco, TX 75033  (214) 469-5119 
Lead Merchant/Sales Support / C...
13305 Mannheim Drive  Frisco, TX 75033  (214) 469-5119 
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13305 Mannheim Drive  Frisco, TX 75033  (214) 469-5119 
Page 3
Jamaica High School, Jamaica, NY
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Natasha Cole 2.0

Published on: Mar 3, 2016

Transcripts - Natasha Cole 2.0

  • 1. Natasha Cole 13305 Mannheim Dr Frisco, TX 75033  (214) 469-5119  Lead Merchant/Sales Support / Call Center Operations / Retention Goal-oriented, extremely motivated and highly respected professional with extensive experience leading teams toward record breaking results. Top-notch professional with 7 years plus experience managing business relations and special projects at the senior management level. Self-starter with a proven track record of developing business strategies and leveraging core strengths/relationships to gain top customer satisfaction. Consistent career record of motivating teams to surpass organizational expectations and exceed aggressive departmental targets. Areas of expertise: Skills Summary _________________________________________________________________  Team Lead  Credit Card Processing  Sales Force  Customer Service  Statement Analysis  Rate Review  Training  Process Development  VOIP Reporting  PCI DSS Guru  Multi-Project Management  Retention Specialist Professional Experience __________________________________________________________ CENTURY PAYMENTS / WORLDPAY, FRISCO TEXAS / 2012-Present A leading payment processing organization that offers flexible payment options to fit any business model. We provide payment processing solutions, products and services to drive revenue, increase the customers bottom line, and stay competitive in the marketplace. Lead Merchant Support/ Retention / Sales Support / 2012 - Present Built and maintained core relationships with executive management teams to create the most effective and accelerated response time for escalations to ensure customer satisfaction. Consitently took the initiative to encourage, support, and develop strategies to reduce call hold times, increase sales and retain accounts. Assisted merchants in the complete process of ensuring compliance with their Data Security Standards. Extensive knowledge of Master/Visa/Discover Card rules and regulations. Key Accomplishments:  Serve as an escalation point for Cross Sales Team  Responsible for activities regarding sales, marketing, customer acquisition, customer relation, management & maximizing revenue  Monitors inboxes to ensure accurate responses to escalation emails  Generated reports for employee call stats to analyze and ensure maximum productivity  Managed NPS Survey for realtime customer feedback .  Built new business strategies, customer service metrics, training and tools for employees to use when working with customers.  Led the merchant & sales support team to retain business while focusing on increasing sales and internal customer service for NCR Merchant solutions, UPS Merchant Services, Office Ally, 5linx and Inside Sales.  Recognize potential customers, creating business from the old accounts and reaching profitability level and sales growth.  Analyze rate reviews and performed statement analysis.  Interviewed and assisted with the hiring process for potential candidates for departmental growth  Managed and maintained all breached accounts to ensure PCI DSS
  • 2. 13305 Mannheim Drive  Frisco, TX 75033  (214) 469-5119  Page 2 JP MORGAN CHASE, DALLAS TEXAS/ 2007-2012 An American multinational banking and financial services holding company. JP Morgan Chase is the largest bank in the US with total assets of $2.6 trillion. LEAD MERCHANT INSTALLATION REP (2011-2012) Completed call audits to ensure quality assurance for all incoming and outgoing calls for team members. Creating high performance team by encouraging competitive strategies that increased production while creativing a positive and fun work environment. Key Accomplishments:  Provides full support for BETA merchants testing new products and/or connection methods.  Mentor direct team members to ensure objectives are accomplished successfully  Provided a daily report of departments training queues  Performed new hire training for employees first day to live date  Researched and introduced new products to department to promote growth ACTIVATION COORDINATOR (2009-2011) Excelled in time management skills allowing maximum results month after month and resulting in being the top performer amongst my peers. Requested additional projects and responsibilities to enhance growth. Key Accomplishments:  Reseached and contacted accounts to ensure activation to increase sales.  Scheduled and trained merchants on the use of virtual terminals  Technical Support by programming and reprogramming hardware  Maintained highest producing stats throughout duration. Transaction Specialist (2007-2009) Global consulting and training leader in the areas of strategy execution, customer loyalty, leadership and individual effectiveness. Clients include 90 percent of the Fortune 100, more than 75 percent of the Fortune 500, thousands of small-and mid-sized businesses, as well as numerous government entities and educational institutions. Key Accomplishments Continued:  Imputted and processed up to 100 wire transfers daily.  Start up First Cash System Daily  Coordinate lectures and seminars for monthlyproduction management reviews.  Operating systems in wire transfer PES, First Cash, GFP Volunteer History ________________________________________________________________________ NCCOC, The Colony, TX 2014 YMCA Coach, Frisco, TX 2011 YMCA Board of Directors, Frisco, TX 2012 Education ______________________________________________________________________________ Univeristy of Phoenix, Plano, TX Queensboro Community College, Astoria, NY
  • 3. 13305 Mannheim Drive  Frisco, TX 75033  (214) 469-5119  Page 3 Jamaica High School, Jamaica, NY Walter Bishop Science Scholarship, Jamaica, NY Certified _______________________________________________________________________________ CISCO SYSTEMS – Cisco Unified Intelligence Center for Advanced Users v1.1, July 2014 PCI DSS 2013 Crucial Conversations, 2011 English Literary Recipient, 2001

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