Jamie Dunahugh
Hagerstown
Summary
Proven professional with a robust background at Fiserv Inc., adept in enhancing client satisfaction and retention through meticulous attention to detail and exceptional teamwork. Skilled in leveraging organizational skills for efficient multitasking, consistently achieving and surpassing goals. Expertise in activation strategies and support, contributing to significant customer satisfaction improvements.
Overview
17
17
years of professional experience
Work History
Bank Priority Unit/Retention
Fiserv Inc.
10.2012 - Current
- Partner with Account Executives / Sales Representatives on a daily basis to resolve client account questions and provide both verbal and written resolutions in a timely manner.
- Completed rate analysis to confirm the client is priced correctly for their business and make adjustments as deemed necessary while being competitive within the Merchant Market and also maintaining profitability .
- Assist with product troubleshooting tasks and ensure the client is utilizing the correct product to maximize their business functionalities. Partner with the Sales Team for any cross-selling opportunities.
- Maintain client profile by making adjustments as needed such as depositing account changes, contact changes, pricing type changes and product changes.
- Responsible for assisting with new client relationships and retaining tenured client relationships by providing timely and efficient results for any questions or concerns regarding the Merchant account.
Activation Specialist
Fiserv Inc.
06.2009 - 10.2012
- Kept current on industry trends and emerging technologies, applying this knowledge to refine activation strategies and maximize customer satisfaction.
- Streamlined onboarding for new customers by creating clear, concise activation guides and instructional materials.
- Trained and mentored new Activation Specialists, improving team performance and ensuring consistent service delivery across all touchpoints.
- Maintained detailed records of all activations completed, allowing for accurate reporting and analysis of trends over time.
- Identified opportunities for upselling additional products or services during the activation phase, contributing to increased revenue growth.
Terminal Support Agent
Fiserv Inc.
06.2007 - 06.2009
- Enhanced customer satisfaction by effectively addressing and resolving support issues.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Implemented and developed customer service training processes.
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
- Worked closely with account managers in handling unique or sensitive client situations requiring personalized attention and care during problem-solving activities.
Education
High School Diploma -
South Hagerstown High School
Hagerstown, MD06.1998
Skills
- Teamwork and Collaboration
- Attention to Detail
- Multitasking Abilities
- Organizational Skills
- Self Motivation
Timeline
Bank Priority Unit/Retention
Fiserv Inc.
10.2012 - Current
Activation Specialist
Fiserv Inc.
06.2009 - 10.2012
Terminal Support Agent
Fiserv Inc.
06.2007 - 06.2009
High School Diploma -
South Hagerstown High School
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