Open to opportunities

Sharnell Knowles

@sharnellknowles

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Experienced Project Specialist with a focus on account management.

United States

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What I'm looking for

I am seeking a role that challenges me and allows for professional growth.

I am an experienced Project Specialist with a strong background in account management and customer service. My detail-oriented approach and outstanding research and resolution skills have allowed me to excel in managing complex projects and delivering high-quality results. I thrive on taking on new challenges that help me develop my skills and expertise further.

Throughout my career at Fiserv, I have successfully managed multiple enterprise merchant portfolios, ensuring compliance and operational efficiency. My role as an Implementation Advisor has honed my ability to work closely with government clients, providing them with tailored solutions and regular project updates. I am adept at identifying risks and proactively managing project commitments to meet deadlines.

With a proven track record of building rapport with clients and team members, I am committed to fostering positive relationships and delivering exceptional service. I am now looking for opportunities that will allow me to leverage my skills in a dynamic environment where I can continue to grow professionally.

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Experience

Work history, roles, and key accomplishments

Current

Implementation Advisor

Current

Fiserv

Feb 2024 - Present (1 year 9 months)

Advised government clients on merchant service configuration and managed internal teams for client setup. Provided regular project status updates to clients and leadership, proactively managing risks and ensuring timely project delivery.

Project Management Client Management Risk Management

Project Specialist

Fiserv

Feb 2021 - Present (4 years 9 months)

Conducted quality checks for account boarding and maintenance updates, assisting with processing parameter details for client configuration. Performed audit reviews for the Implementations team and developed task schedules for timely project delivery.

Quality Assurance Account Management Auditing Project Coordination

Enterprise Account Manager

Fiserv

Jul 2017 - Present (8 years 4 months)

Managed twenty-six Enterprise merchant portfolios with high revenue, notifying merchants of compliance updates and operational alerts. Responsible for boarding new accounts, ordering equipment, and providing various reports.

Account Management Merchant Portfolios Compliance Reporting

Team Leader

First Data

Apr 2016 - Present (9 years 7 months)

Supervised a team of over thirty agents, monitoring phone availability and AUX status to meet Service Level Agreements. Coached agents on resolving issues and took escalated calls to address difficult merchant account problems.

Team Leadership Agent Supervision Coaching Conflict Resolution

Select Service Advisor

First Data

Sep 2014 - Present (11 years 2 months)

Resolved complex case issues to retain credit card merchants and maintain client satisfaction, serving as a Relationship Manager for a large portfolio. Created and posted case reports and handled escalated supervisor calls.

Complex Case Management Relationship Management Billing Disputes

Customer Service Agent

Life Extension

Jun 2006 - Present (19 years 5 months)

Answered incoming calls for supplement and vitamin orders, resolving issues with shipments and issuing refunds and exchanges. Educated customers on the benefits of vitamins and supplements.

Customer Service Order Processing Product Education