Genna Adkins

Payment Support Specialist @Viewpost

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.

Hamilton High School

High School

Southern New Hampshire University

Master's degree

Evangel University

Bachelor's Degree