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Tonisha Bynes

@tonishabynes

Message

I resolve merchant payment and banking issues while driving retention and 90%+ customer satisfaction.

United States

Message

What I'm looking for

I’m looking to help customers get more value from digital products through consultative support, strong cross-functional partnership, and process improvements that improve retention and customer experience.

At Square, I resolve 20–30 daily merchant inquiries across business banking, risk, and retail, with 90% resolved within 24 hours. I analyze payment trends, manage merchant relationships, and partner across teams to improve digital payment experiences.

I’ve maintained 90%+ CSAT over 12 months, earned Top Performer recognition for four consecutive quarters, and supported teammates through team syncs and peer coaching. My background also includes credit card retention at U.S. Bank and billing operations at Tyson Foods.

Experience

Work history, roles, and key accomplishments

Advance Support Representative

Square Inc.

Jan 2021 - Mar 2026 (5 years 2 months)

Spearheaded resolution of 20-30 daily merchant inquiries, achieving a 90% resolution rate within 24 hours. Partnered with internal teams to address complex banking and risk-related challenges, and maintained communication cadences with cross-functional teams.

Customer Success Merchant Account Management Risk Assessment SaaS Solutions Cross Functional Collaboration Process Improvement Communication Skills Team Leadership

Billing Clerk / Order Checker

Tyson Foods

Jan 2019 - Dec 2020 (1 year 11 months)

Communicated with logistics teams, truck drivers, and warehouse staff to confirm accurate billing and on-time shipment tracking. Prepared, verified, and processed invoices for accuracy before sending them to customers or internal departments.

Billing Invoice Processing Order Verification Logistics Coordination Compliance Documentation

Customer Service, Credit Cards / Retention

U.S. Bank

Jan 2017 - Dec 2019 (2 years 11 months)

Negotiated retention offers tailored to individual customer profiles, balancing customer satisfaction with company retention goals. Accurately documented customer interactions, resolutions, and outcomes in the bank's CRM system.

Customer Retention Negotiation CRM Issue Resolution Documentation Billing Rewards Interest Rates