1. KARON TERAIL THOMAS
3380 Luxembourg Circle
Decatur, Ga. 30034
678-438-9612
Karon38@gmail.com
OHOMAS
SKILLS & ABILITIES:
15+ years Credit Card processing experience. Customer-oriented Technical Support
Representative successful at troubleshooting and handling customer support issues in a timely
manner. I am dedicated to exceeding customer expectations. A working knowledge of Chargeback
and Risk procedures and highly skilled in call center ongoing training, recruiting, service solutions,
and innovative marketing concepts.
EXPERIENCE:
Credorax Bank NA, Inc. MALPB Atlanta, Ga October 2015 to
Present
Customer Support Officer
 Answer inquiries by clarifying desired information; researching, locating, and providing
information.
 Resolve problems by clarifying issues; researching and exploring answers and
alternative solutions; implementing solutions; escalating unresolved problems to Client
Support Manager and to second line of support when needed.
 System monitoring to ensure timely processing of transactions; maintaining Salesforce to
track cases and case resolution.
 Formulating Pivot Tables in Excel to reconcile customer billing discrepancies.
 Monitored Database screens to ensure Network efficiency.
 Keep equipment operational by following established procedures; reporting
malfunctions.
 Assisted Sales Operations Manager with resolving customer complaints.
 Set up Adhoc reports to ensure automatic reports were sent and coded properly.
First Data, Inc. Atlanta, Ga. January 2014 to October 2015
Senior Contact Center Specialist
* Provide Customer support for merchants with Clover POS systems
* Update merchant accounts via Sales Force.
* Assist sales agents and merchants with installation and training for Clover.
* Maintain and update installation spreadsheet.

2. * Provide Level 2 Help desk support for Software.
* Assisted with implementing Omaha ISO ETC Blue zone Software
* Provided floor support for Omaha ISO ETC Blue zone Roll out
WORLDPAY, INC. Atlanta, Ga. February 2004 to September 2012
Call Quality Analyst/Help Desk Specialist II
* Evaluated recorded calls for the Customer Service, Help desk, Transaction Risk
and Exceptions departments.
* Provided one on one coaching and feedback to agents as well as management.
* Verified that correct procedures were followed by agents thru all internal
Systems for Risk and Chargeback teams.
* Conducted calibration sessions with the call center management team to
evaluate random agent calls to ensure that we were providing excellent
customer service.
* Updated companion documents to ensure accuracy in call audits as needed.
* Received inbound calls from merchants to resolve issues with pc related credit
card processing issues.
* Assisted with Level II reporting issues with Virtual Teminal and Lynk Multipay.
* Made outbound calls per supervisor request regarding escalated issues.
* Promoted to Helpdesk response team –to assist with request from other
departments.
* Approved and rejected software and terminal replacement orders made by Help
Desk Agents.
TERMNET MERCHANT SERVICES, INC. Marietta, Ga May 2002 to March 2004
Client Services Representative III
* Received inbound calls from merchants regarding billing issues.
* Processed incoming and outgoing mail requests.
* Assisted merchants with statement questions.
* Assisted managers and supervisors with various tasks.
* Maintained department spreadsheets.
* Handled multiple tasks within a call center setting.
Nova Information Systems, Inc. Atlanta, Ga. June 1998 to April 2002
Client Support- Team Lead/ Trainer
* Provided Customer support in a call center setting.
* Assisted merchants with resolving statement issues.
* Responsible for coaching and developing new agents.

3. * Made outbound calls to merchants to resolve technical issues per management
request.
* Floorwalker responsible for assisting agent with escalated issues.
* Assisted with training new associates and coordinated On the Job Training.
EDUCATION: 2007-2008 CLAYTON STATE UNIVERSITY
A+ Certification for Hardware and Software.
REFERENCES: EBAY - FELICIA SHORT-GATES- VP Compliance/ Risk PH# 770-630-0962 (Formerly
VP at WorldPay, Inc)
DM Waters, Inc. –HEATHER CROALL –MANAGER, Corporate Training and Call Quality Manager
PH# 678-591-7881 (Formerly WorldPay, Inc.)