1. Operations
Damian Tanenbaum
Executive Vice President, Operations

2. Agenda
Operations Overview
Partner Concierge
Knowledge Management
Q&A

3. Sales Operations Support Knowledge Management & Process Improvement
Effectively enable timely onboarding & deployment, world-class contact center support, ongoing maintenance, continuous risk mitigation & relationship management for the life of a customer (merchant, agent, partner)
Key Functions
Back-Office
Risk Operations
Contact Center
Sales Operations Support
(Agent Service)
Customer Advocate
Knowledge Management & Process Improvement
Roles &
Key Initiatives
Data Entry
Boarding
Tech set up
Account Maintenance
Deployment
Compliance
Underwriting
Risk
Customer Support
Technical Support
POS Technical Support
Special Operations/ Tier 2
Agent Support
Partner Concierge
Welcome Call
CX follow up
Retention
Relationship Management
Project Coordination
Documentation
Training Delivery
Communications
Quality Assurance
Vendor Management
Enabling Straight Through Processing
Acquiring vs. PGS
Developing Auto-Underwriting
Improving Service Levels
First Call Resolution
Response time
Net promoter index
Enhancing their offering
More site visits
Continued development of training modules and QA processes 3

4. Partner Concierge
Partner Concierge works with our POS Partners for post sales inquiries with a focus on Technical Support and Customer Service. The team’s mission is to provide a concierge-like, white glove approach to improve the overall Partner experience.
A dedicated team that has extensive knowledge of the POS solutions Cayan supports
Improved communication path for both Cayan and Partner Escalations, Case Management and Call Center activity
Streamlined feedback loop providing consistent updates to Partner inquiries

5. Knowledge Management
The team is responsible for identifying, documenting, communicating & delivering training to Operations, Sales and the rest of the organization. The team also leads quality and audit efforts around said training. Additional tasks include turning information from within the industry & our vendors into knowledge and its internal & external distribution.
Ops/Sales One TEAM
Industry leading training tools: Litmos, webinars, videos)
Continued development of Cayan online self help center
In person partner, major merchant training sessions
Quality assurance is used for training & coaching