Summary
Overview
Work History
Skills
Timeline
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Davai Anderson

Capitol Heights,MD

Summary

Product professional with proven expertise in driving product success through strategic planning and market analysis. Skilled in cross-functional team collaboration, adapting to changing needs, and achieving impactful results. Extensive experience in analyzing customer insights, managing product lifecycles, and delivering effective solutions. Known for reliability, adaptability, and results-focused mindset.

Overview

9
9
years of professional experience

Work History

Senior ERP Product Specialist

Nuvei
05.2023 - 02.2025
  • SME for Sage accounting softwares (100, 300, Intacct, etc.)
  • Supported sales representatives during client meetings by providing expert knowledge on specific features or functionalities of the given product line.
  • Trained and provided coaching sessions to the Support department.
  • Boosted customer retention by providing exceptional product support and addressing user concerns.
  • Spearheaded successful product launches, generating widespread brand awareness and interest from potential customers.
  • Developed comprehensive product training materials, significantly improving team knowledge and customer support quality.

Sr. Merchant Readiness Analyst

Paya
04.2019 - 05.2023
  • Provide an Extraordinary Customer Experience across multiple Sage products by addressing inquiries using a variety of channels
  • Mentored new team members, fostering a culture of continuous improvement and professional growth within the organization.
  • Provided training to newly approved clients on how to utilize one or more of the provided compatible software's / programs for credit card processing
  • Built and added gateway services to newly approved merchant accounts, such as providing access to mobile services and ACH processing



Customer Support Analyst I

Sage Payment Solutions
10.2017 - 04.2019
  • Managed incoming merchant calls, emails, support tickets and live chat sessions by troubleshooting and servicing merchant terminal problems (i.e. communication problems, error messages and general questions).
  • Document each customer incident in the call tracking system in a clear, concise, and understandable format and ensured that all appropriate call tracking information was recorded properly.
  • Provided first level technical support for all integrated payment applications and other related products.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.

Department Coordinator

Sage Payment Solutions
03.2016 - 10.2017
  • Supported team members with various administrative tasks (redirecting calls, disseminating correspondence, scheduling meetings, etc.)
  • Ensure completion of special projects and merchant trainings
  • Gathered, entered, and updated data to maintain departmental records and databases.
  • Promoted quality services in accordance with company policies and procedures


Reimbursement Counselor - Orencia Program

Aerotek
11.2015 - 02.2016
  • Monitored and evaluated claims adjudication processes, making recommendations for improvement as needed to reduce errors and increase efficiency.
  • Leveraged strong negotiation skills to secure favorable payment terms on behalf of patients with limited financial resources.
  • Report any reimbursement trends/ delays to supervisor (e.g. billing denials, claim denials, pricing errors, payments, etc.)
  • Coordinates with inter-departmental associates to obtain appropriate medical records as they relate to the reimbursement process. This includes demographic, authorization/ referrals, National Provider Identification (NPI) number, and referring physicians This includes demographic, authorization/ referrals, National Provider Identification (NPI) number, and referring physicians


Skills

  • SME Product Trusted Advisor
  • SME Payments Industry/Payment Software
  • SME Software Integration
  • Coach/Mentor
  • Manage Concept-to-Launch
  • Excellent Communication Skills

Timeline

Senior ERP Product Specialist

Nuvei
05.2023 - 02.2025

Sr. Merchant Readiness Analyst

Paya
04.2019 - 05.2023

Customer Support Analyst I

Sage Payment Solutions
10.2017 - 04.2019

Department Coordinator

Sage Payment Solutions
03.2016 - 10.2017

Reimbursement Counselor - Orencia Program

Aerotek
11.2015 - 02.2016

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Davai Anderson