Jerry Pratton

Led end-to-end operations and compliance management, enforcing policies and customer SLAs/KPIs while maintaining account and VCC documentation. Coordinated 7x24x365 VCC support verification and managed the full work-order lifecycle from ticket administration through escalation, follow-up, and closure.

Defined operational sequences to produce deliverables on schedule and resolved production conflicts in real time by balancing competing priorities. Served as a central communication point for deadlines, prepared production reports for stakeholders, and mentored junior planners with best practices.

Partnered with vendors to deliver weekly staffing plans, comparing actual vs projected headcount and resolving coverage gaps to protect SLAs. Produced weekly and monthly schedule efficiency reports, supported WFM training for new hires and vendor teams, and collaborated on targeted process improvements.

Developed short-, mid-, and long-range staffing plans with the Vendor Management team to support on-budget global service delivery. Monitored customer experience metrics, prepared monthly performance narratives, and used reporting dashboards to execute data-driven improvements in vendor operations.

Analyzed customer behavior and production metrics across multiple business units to inform workforce and operational strategy. Used NICE and Verint to monitor real-time queue performance and manage agent adherence, and tracked schedule adherence and time-off (PTO/sick) records.

Provided consultative support to sellers by diagnosing needs and educating customers on Square’s product ecosystem to drive adoption and retention. Owned end-to-end issue resolution, documenting and escalating customer problems while identifying cross-sell opportunities aligned to seller goals.

Served as primary point of contact for Payment Aggregators and OptBlue Participants, resolving complex financial reconciliation issues and technical account verification requests. Evaluated and mitigated risk across partner portfolios, improved policy workflows, and maintained trust through transparent communication with merchants and partners.

Investigated fraudulent claims with high accuracy to minimize financial exposure and escalated emerging fraud patterns to risk and policy teams. Contributed to continuous improvement of fraud detection logic by recommending and developing updated policies based on trend analysis and case findings.

Supported daily banking transactions and educated customers on digital and online banking services in a high-volume inbound call environment. Maintained customer satisfaction while handling requests and providing service in a fast-paced phone support role.