Regan Dwelly
Sellersburg
Summary
A seasoned professional with over 20 years of experience in payment processing and financial services. Demonstrated expertise in enhancing operational efficiency and ensuring compliance with industry standards. Known for strong team collaboration skills and a track record of achieving results. Highly reliable and adaptable to changing needs. Key skills include transaction management, fraud detection, customer service, and data analysis.
Overview
26
26
years of professional experience
Work History
Payment Operations Analyst
Xplor Technologies
01.2022 - 11.2024
- Adhered to department processes, procedures and goal expectations for case investigations.
- Managed caseloads effectively, ensuring timely processing of disputes in accordance with established procedures.
- Maintained high levels of customer satisfaction by addressing concerns promptly and professionally throughout the closing process.
- Assisted merchants with DDA changes.
- Manually sent a report to Finance for monthly equipment billing to our Merchants.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Software Integrations Technical Support
Xplor Technologies
10.2020 - 12.2021
- Installed and configured POS systems to ensure seamless retail operations.
- Diagnosed technical issues with POS equipment, enhancing operational efficiency.
- Improved customer satisfaction by troubleshooting and resolving POS system errors.
- Provided technical support to store staff, ensuring efficient use of POS systems.
- Trained employees on POS system functionalities for improved transaction processing.
- Assisted in the setup of new POS terminals, facilitating store expansions.
- Enhanced store operations with timely updates and patches to POS software.
- Configured POS setup to align with store-specific needs, optimizing transaction flow.
- Improved transaction speed by upgrading outdated POS systems.
- Increased customer satisfaction with prompt resolution of technical issues related to payment processing systems.
- Provided exceptional customer service while addressing client concerns regarding their POS systems quickly and efficiently.
- Minimized operational disruptions by proactively identifying potential hardware failures or software bugs before they became critical issues.
- Kept up-to-date with industry trends, allowing for informed recommendations to clients about improving their current systems.
- Assisted customers with technical support inquiries.
- Expedited issue resolution by maintaining a comprehensive knowledge of POS system specifications and requirements, enabling the quick identification of potential problems or solutions.
- Enhanced customer satisfaction by providing timely and accurate technical support for POS systems.
IT Sales Support Supervisor
Heartland Payment Systems
10.2017 - 10.2019
- Strategically scheduled team members to maintain optimal staffing levels at all times.
- Dedicated to continuously improving IT Sales Support abilities and product knowledge.
- Served as the main liaison between customers, management and sales team.
- Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
- Charged with staffing, performance management and reviews, coaching, mentoring, salary development and budget allocations.
Enterprise Technician Supervisor
Heartland Payment Systems
08.2012 - 10.2017
- Produced documentation on latest updates as well as reports detailing findings and recommendations.
- Formulated plans for improving procedures, training and processes.
- Followed up with customers on unresolved issues.
- Worked with support teams to resolve issues with product, service or accounting areas.
Incident Manager
Heartland Payment Systems
09.2012 - 09.2014
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
Back Office Support
Heartland Payment Systems
05.2006 - 09.2012
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Improved office productivity by effectively managing internal communications and correspondence.
- Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from back office, protecting company reputation and loyal client base.
- Drove operational improvements that resulted in significant savings and improved profit margins.
Senior Loss Prevention Analyst
Heartland Payment Systems
07.2000 - 05.2006
- Provided exemplary level of customer service to all individuals, including clients and company personnel.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Customer Service Advocate
Heartland Payment Systems
03.1999 - 07.2000
- Provided primary customer support to internal and external customers in fast-paced environment.
- Managed a wide variety of customer service and administrative tasks to resolve merchant issues quickly and efficiently.
- Learned, referenced and applied product knowledge information.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Education
High School Diploma -
Silver Creek High School
Sellersburg, INSkills
- Client Relations
- Collaborative
- Critical Thinking
- Implementing/Issue Resolution
- Analytical
- Training/Troubleshooting
- Detail oriented
Timeline
Payment Operations Analyst
Xplor Technologies
01.2022 - 11.2024
Software Integrations Technical Support
Xplor Technologies
10.2020 - 12.2021
IT Sales Support Supervisor
Heartland Payment Systems
10.2017 - 10.2019
Incident Manager
Heartland Payment Systems
09.2012 - 09.2014
Enterprise Technician Supervisor
Heartland Payment Systems
08.2012 - 10.2017
Back Office Support
Heartland Payment Systems
05.2006 - 09.2012
Senior Loss Prevention Analyst
Heartland Payment Systems
07.2000 - 05.2006
Customer Service Advocate
Heartland Payment Systems
03.1999 - 07.2000
High School Diploma -
Silver Creek High School
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