Phyllis Adjei Sarfo
Payment System Specialist / Customer Service Manager
Wolfsburg
Summary
Diligent Accountant with strong background in payment processing. Adept at managing transactions, resolving discrepancies, and maintaining accurate financial records. Demonstrated ability to utilize data analysis and problem-solving skills to ensure seamless operations and compliance.
Overview
4
4
years of professional experience
2
2
Languages
Work History
Payment Processing Specialist
Fourn Company
02.2021 - 08.2022
- Payment Gateway Management: Serve as a subject matter expert for key payment platforms, including SafeCharge (Nuvei), Virtual Pay and WorldCard. This includes monitoring performance, managing configurations, and troubleshooting issues.
- Transaction Processing: Process and manage daily payment transactions, ensuring accuracy and compliance with company policies and industry regulations.
- Reconciliation: Perform daily, weekly, and monthly reconciliation of payment gateways, bank accounts, and other financial records to identify and resolve discrepancies.
- Issue Resolution: Investigate and resolve payment failures, chargebacks, and other transaction-related queries from customers, merchants, and internal teams.
- Reporting and Analysis: Generate and analyze reports on payment volumes, success rates, and trends to provide insights and support business decisions.
- Compliance and Security: Ensure all payment processing activities adhere to relevant local and international regulations and PCI-DSS standards.
- Stakeholder Communication: Liaise with financial institutions, payment providers, and internal departments (e.g., finance, customer support, and IT) to ensure smooth operations and address payment-related issues.
- Collaborated with internal departments to resolve payment discrepancies, contributing to improved client relationships.
CRM/ Financial Specialist and Sales Manager
Essence Tree
08.2020 - 09.2021
- Making outbound calls occasionally.
- Checking and monitoring the transactions of the client
- Solving the technical issues when client is struggling with transactions
- Making daily report of all transactions
- Supervising financial managers
- Produced and implemented customer satisfaction guarantee program which directly resulted in 40% increase in sales.
- Managed department call volume of 160 calls per day and coordinated department schedules to maximize coverage during peak hours.
Supervisor/Senior Customer Service Manager/ Assistant Quality Assurance Manager
SIMPLY CONTACT
06.2018 - 07.2020
- Assessing/Monitor the quality of agent calls.
- Help improve agents to have a better understanding of customer orientation.
- Assisting agents to handle objections from customers.
- Coaching/training new/fresh agents.
- Modifications regarding involuntary schedule changes by airlines calls
- Receive incoming calls
- Solve customer problems
- Create or get tickets for customers daily
- Retain customers by 80%
- Cancel and rebook of tickets for customers
- Handle customer's payment details
- Addressed on average 160 inbound customer calls daily.
- Placed and canceled average of 80 to 100 orders from customers, distributors and agents per month.
- Developed and implemented various customer resolution strategies, increasing productivity 40%.
Education
German Integration Certificate - German Language And Integration Course
Akademie Überlingen
Wolfsburg, Germany10-2025
Master's Degree-MBA - International Business
Alfred Noble University
Dnipro, Ukraine01.2019
Bachelor's degree - Economics
University of Ghana
Legon, Ghana01.2015
Skills
Computer skills: Computer literate (MS Word, Excel, PowerPoint, Internet, etc)
Customer Service (2 years of experience) Advanced, I currently use it
Multitasking Under Pressure
Data-Driven Decision Making
Payment reconciliation
Transaction monitoring
Credit card processing
Wire transfers
Payment systems
E-commerce transactions
Transaction analysis
Payment gateways
Accomplishments
- Excellent agent/customer orientation
- 80% Satisfied customers
- Amazing reviews
- High recommendations from friends and family of clients
Timeline
Payment Processing Specialist
Fourn Company
02.2021 - 08.2022
CRM/ Financial Specialist and Sales Manager
Essence Tree
08.2020 - 09.2021
Supervisor/Senior Customer Service Manager/ Assistant Quality Assurance Manager
SIMPLY CONTACT
06.2018 - 07.2020
German Integration Certificate - German Language And Integration Course
Akademie Überlingen
Master's Degree-MBA - International Business
Alfred Noble University
Bachelor's degree - Economics
University of Ghana
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