Mary Harrer

• Studied with senior staff to develop deep understanding of processes and operational activities.
• Identity Access Management
• Stand up new security software
• Policy creation and enforcement
• Threat hunting
• Incident response
• Monitoring and fine-tuning security software

• Collaborated with upper management to drive strategy and identified behaviors that increased the top-performing agent bucket by 23%.
• Created and maintained Stakeholder relationships and worked cross-functionally to increase CPH by 14.6%.
• Provided controllable AOPs that increased FCR by 3.56%.
• Developed customized reports reducing PORs by 50%.

New Business Verticals

• Tested and supported 10 New Vertical products and processes and provided feedback that shaped how the products are supported.
• Initiated change for merchant menu photo acceptance standards.
• Partnered with Merchant Business owners to aid in implementing New Vertical products and offerings.

T3 Support

• Operated to the lowest level of detail to resolve client issues via phone and web handling a minimum of 25 cases daily.
• Mentored colleagues support interactions to resolve knowledge gaps during live cases.

• Devoted special emphasis to punctuality and maintained outstanding performance in a high-demand environment handling as many as 200+ documents a day.
• Created reports, correspondence, and spreadsheets with Microsoft Office programs.
• Adhered to company policies and government regulations regarding data oversight and confidentiality.

• Interacted with clients via phone to explain account features to assist clients in their transactions.
• Forged and nurtured impactful relationships with clients to cultivate loyalty and maintained a satisfaction rating of over 97%.
• Helped clients make informed decisions about their financial future.