Karon Thomas has over 15 years of experience in credit card processing customer support. She is currently a Customer Support Officer at Credorax Bank NA, where her responsibilities include answering customer inquiries, resolving problems, monitoring systems, and assisting with customer complaints. Prior to this, she held several customer support roles at companies such as First Data, Worldpay, and TermNet Merchant Services, where she handled inbound calls, provided technical support, evaluated call quality, and trained new agents. She has a strong background in credit card processing, troubleshooting, and customer service.

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.)