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Jason Coury

Jason Coury

Customer Care Analyst

Surescripts LLC

Customer Care Analyst at Surescripts

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Surescripts LLC

Customer Care Analyst

Manage the processing of incoming cases to the Customer Care Team via both telephone and email to ensure courteous, timely, and effective resolution of issues. Regularly communicate case status updates to clients.
Document all support information and actions in the internal case tracking system (SalesForce).
Resolve customer issues, alone and throughcollaboration with Surescripts internal team and partner support personnel;escalate issues as needed.
Own the customer experience and drive satisfaction as measured through customer satisfaction survey.
Collaborate with Surescripts relationship managers to effectively manage priorities, issues, communications, partner expectations, and progress.
Provide feedback to management on possible ways to improve product and processes.
Contribute towards the development of a strong team environment by upholding high work standards.

Career medium 05
Career
Career medium 05

Global Payments

Premier Client Specialist

• Partnered with outside businesses with annual sales in excess of $10 million (including B2B) as their primary point of contact to resolve escalated and non-escalated issues.
• Responsible for communicating with Clients/Sales Managers about situations which may affect the merchant’s billing, funding, chargebacks, products, projects, deployment, cross/up selling, reporting or overall client issues.
• Partnered with Sales Managers to ensure that client needs and expectations were met.
• Responded to daily inquiries of premier merchants in a timely fashion as required by departmental Service Level Agreement.
• Interacted and communicated effectively with respective departments including Regional Managers, Risk, Settlement, Exceptions, Collections, etc.

Career