DAN CHERNAUSKAS
Marysville
Summary
Dynamic support manager with extensive experience in customer service and relationship management. Successfully developed targeted training initiatives that addressed knowledge gaps and improved team efficiency. Proven ability to troubleshoot complex issues, ensuring seamless merchant processing and enhanced service delivery.
Overview
15
15
years of professional experience
Work History
Relationship Manager
Newtek One
Lake Success
08.2022 - 04.2026
- Reviewed and corrected merchant processing agreements for ISO reps, ensuring timely merchant account approvals.
- Resolved customer service issues for ISO reps, enhancing support for merchants.
- Managed incoming department inbox from ISO reps, providing regular updates on merchants not processing and their residual payments.
- Provided customer service support to Newtek's largest ISO, PDC Flow, and their merchants.
- Assisted Customer Service department with various merchant issues related to merchants brought in by Newtek's ISOs.
Customer Service Representative
Newtek One
Lake Success
02.2019 - 07.2022
- Pioneered after hours program, providing support to merchants during off hours and Sundays.
- Collaborated with Regional Vice Presidents to resolve escalated customer service issues for specific merchants.
- Answered calls assisting merchants with credit card terminal issues and billing issues.
- Trained one class of hires, resulting in three reps advancing to sales roles.
Corporate Trainer
FEDERATED PAYMENTS
Melville
01.2016 - 01.2019
- Implemented new training techniques resulting in 3 times normal yield of new hires reaching the floor for last class.
- Trained new and existing personnel individually and in groups, targeting classes to close knowledge gaps identified through merchant feedback and creating supplemental materials for new technologies.
- Developed and implemented standard operating procedures for MCBIN, SHA-2, equipment testing, finance, and IP troubleshooting guides to enhance operational consistency.
- Conducted quality assurance on internal databases and merchant-facing documentation to ensure accuracy and reliability.
Level 2 Tech Support
FEDERATED PAYMENTS
Melville
01.2014 - 01.2016
- Resolved elevated support issues, including supervisor calls, and researched unusual merchant issues, focusing on complex troubleshooting and financial resolutions.
- Acted as primary liaison for high-value VIP accounts, enhancing communication and support for critical client needs.
- Negotiated replacements for defective or non-compliant credit card equipment, ensuring compliance and operational continuity.
Customer Service
FEDERATED PAYMENTS
Melville
10.2011 - 01.2014
- Answered customer service calls. Assisted with various projects to enhance the call center. Handled troubleshooting of credit card terminals and assisted with billing questions/concerns.
- Spearheaded update of hundreds of Canadian merchants to new software version via download or replacement to accommodate EMV chip compliance.
- Created returns desk to streamline processing of returned terminals, enhancing inventory flow for merchants.
Telemarketer
FEDERATED PAYMENTS
Melville
01.2011 - 10.2011
- Called potential merchants and set up leads. Updated dialer information to make calling process more efficient.
- Conducted outbound calls to potential clients for payment processing solutions.
- Engaged customers to explain services and benefits of payment processing options.
- Maintained accurate records of customer interactions in internal database systems.
Education
Computer Science -
Polytechnic University
Farmingdale, NYSkills
- Relationship management
- Account management
- Customer relationship management
- Customer service
- Issue resolution
- Effective customer communication
- Relationship building
- Technical troubleshooting
- Quality assurance
- Client management
- Attention to detail
- Active listening
- Merchant processing
Timeline
Relationship Manager
Newtek One
08.2022 - 04.2026
Customer Service Representative
Newtek One
02.2019 - 07.2022
Corporate Trainer
FEDERATED PAYMENTS
01.2016 - 01.2019
Level 2 Tech Support
FEDERATED PAYMENTS
01.2014 - 01.2016
Customer Service
FEDERATED PAYMENTS
10.2011 - 01.2014
Telemarketer
FEDERATED PAYMENTS
01.2011 - 10.2011
Computer Science -
Polytechnic University