Genna Adkins

About Genna Adkins

With a proven track record in marketing coordination, event management, and digital…

Experience

1. Payment Support Specialist

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   Nov 2023 — Present · Orlando, FL, US

   Efficiently managed and prioritized 25-40 virtual credit card payments per day for enterprise customers, processing roughly $6-8 million in payments to vendors on a monthly basis-Utilized tools like Zendesk, Sprocket and JIRA to track customer inquiries and escalations, ensuring timely resolution and adherence to service level agreements (SLAs)-Spearheaded the development of processes to implement AI into departmental workflows, improving automation, efficiency, and overall productivity-Acted as a primary point of contact for clients and vendors, facilitating communication and resolving payment-related issues while maintaining the highest level of customer service-Conducted in-depth research to verify client information, ensuring accuracy across all vendor communications and payment processes-Proactively identified client needs and potential challenges in payment workflows, collaborating with internal teams to implement client-focused solutions-Organized and maintained internal documentation on payment procedures, troubleshooting guidelines, and best practices, ensuring consistent communication with clients and vendors-Led a cross-functional initiative to integrate AI-driven automation into written communication workflows, resulting in an increase in efficiency and enhancing the team\'s ability to scale operations-Developed and shared regular reports on payment processing performance, analyzing data to identify areas for improvement and optimize revenue generation-Regularly analyzed client payment data to uncover trends, recommend process improvements, and provide insights to leadership for strategic planning-Ensured all processes adhered to internal compliance standards, including fraud detection and escalation handling-Worked closely with internal risk management and legal teams to ensure payment processes met regulatory and security standards.

Education

• Hamilton High School

  High School

• Southern New Hampshire University

  Master's degree

• Evangel University

  Bachelor's Degree