Open to opportunities

Antonio Richardson

@antoniorichardson

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Customer-focused professional with 5+ years in customer service.

United States

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a customer-focused professional with over five years of experience in customer service, technical support, and retention within the payments industry. My journey has been marked by a proven record of resolving complex issues, driving customer satisfaction, and reducing churn in high-volume call center environments. I excel at leveraging CRM systems and collaborating across teams to implement process improvements that deliver measurable results.

During my tenure at EVO Payments International, I delivered professional support to over 80 merchants daily, achieving a remarkable 95% customer satisfaction score. My role as a Technical Support Specialist allowed me to troubleshoot and resolve technical issues efficiently, leading to a 93% satisfaction rating. As a Retention Specialist, I successfully retained 92% of at-risk merchant accounts by proactively addressing concerns and implementing targeted retention strategies, which reduced churn by 20% year-over-year.

Experience

Work history, roles, and key accomplishments

Retention Specialist

EVO Payments International

Jan 2020 - Present (5 years 6 months)

Retained 92% of at-risk merchant accounts by proactively addressing concerns, offering tailored payment solutions, and following up to ensure satisfaction. Reduced merchant churn by 20% year-over-year by analyzing transaction data and feedback to identify trends and implement targeted retention strategies.

Customer Retention Data Analysis Payment Solutions Relationship Management Conflict Resolution

Technical Support Specialist

EVO Payments International

Jan 2019 - Present (6 years 6 months)

Troubleshot and resolved 30+ daily technical support tickets for merchants experiencing issues with payment terminals, gateways, and software, achieving a 93% customer satisfaction rating. Guided merchants through advanced POS terminal troubleshooting and payment gateway configurations, increasing first-call resolution rates by 15%.

Technical Support Troubleshooting Payment Terminals Payment Gateways Support Software

Customer Service Representative

EVO Payments International

Jan 2017 - Present (8 years 6 months)

Delivered professional support to 80+ merchants daily by resolving payment processing, account, and billing inquiries, resulting in a 95% customer satisfaction score. Provided clear guidance to merchants on credit card transaction procedures and POS terminal usage, reducing repeat inquiries by 18%.

Customer Service Payment Processing Billing POS Terminal Usage CRM Systems

Education

Degrees, certifications, and relevant coursework

Hillcrest High

High School Diploma, General Studies

Completed high school education and obtained a diploma. Developed foundational academic skills and prepared for further education or entry into the workforce.