The People Behind the Payments: Ernesto Coti
“Anyone can process a payment. It’s the people who innovate, make things simpler and easier over time, and actually care about customers.” –Celero Commerce CEO Kevin Jones.
Ernesto Coti has served UMS merchants in just about every way possible, and he’s proud of his current role leading the company’s help desk team.
“I’ve been with UMS going on five years and on the help desk for the last two years,” he explained. “I started off helping with account changes, then moved into installations, where we help merchants get ramped up with new terminals. It’s been great to get experience with these different aspects of our operations and customer service, for a better understanding of our customers’ needs.”
Ernesto’s day-to-day consists of first going through the night’s emails and voicemails, as well as resolving any unfinished business from the previous day. Then, it’s all about working with his team to help merchants as they call in with issues and questions. “Our team of four takes calls, and I try to help with any overflow, as we have performance standards that align to customer satisfaction.”
“Currently, about 95 percent of our phone calls are picked up within 10 seconds of the customer coming into our queue, and we resolve their issues and are able to answer their questions on that initial phone call more than 90 percent of the time.”
Right now, he explained, the help desk team is taking proactive measures and reactive tactics to ensure all customers are compliant with the payments industry’s PCI standards for data security. “We’ll make sure to approach this issue when we take a call, and we also reach out to customers who haven’t taken the time to complete the PCI self-assessment to identify and address security risks.”
Prior to UMS, Ernesto worked in the insurance industry. “Working as an insurance agent gave me a great idea of how to tend to customer needs,” he said. “Every customer is unique in how they learn and perceive information. I try to understand where they are coming from, knowing that not everyone has the same needs or understands what we do in merchant services.”
While UMS operations consists of four customer-driven departments—installations, help desk, account changes, and coding and shipping, the help desk is largely responsible for questions related to statements, fees, and other aspects of the customer relationship. “We don’t get many technology-related questions anymore, because the equipment is so good,” Ernesto offered. “Much of our work is looking at and explaining fees, as well as working with customers on other issues.”
Ernesto and his team spend a lot of time trying to make life easier on UMS merchants. In one recent initiative, the help desk crew decided to help sales and marketing by providing manuals for teaching customers how to pull statements and other account data online. “It’s important to get customers the knowledge and understanding where they want it,” he said. “Some like to speak with us, while others prefer to grab information online to move about their day more quickly.
When asked what makes him most proud of his team, Ernesto replied with “Quickness. They are so smart on that first call, and it’s just rare that we can resolve the matter for them right then. If it’s going to take time and/or more calls, we are very transparent about this, because we know business owners have other things to do than to stay on the phone with us.”
That said, Ernesto shared that his team often becomes just as involved with merchants as the sales team, known for its great level of contact, because of the special favors his team has been known to do, whether it’s hand-delivering and setting up a new terminal so that a customer’s business doesn’t suffer, to personalizing each merchant’s service experience. “We get to know our customers, develop great rapport with them, and we treasure their relationships with us and with our company,” he explained. “We just enjoy taking care of people, however they need us.
UMS Banking and the entire Celero Commerce family salutes the work of Ernesto Coti and the help desk team. Our people make the difference, each and every day.