Customer Service Technical Support

**** ********* *****

614-***-**** · ******.*****@*****.***

SHELLY KREPP

SUMMARY OF QUALIFICATIONS

Critical Thinking, Complex Problem Solving, Data Analysis, Customer Service, Business Communication, Time Management, Creativity, Judgment and Decision Making, Active Listening, Technical Writing, Planning & Organization, Android and iphone Smartphone Operation, Computer/ Phone/ Television Support.

Computer Skills: Windows XP, Vista, Windows 7, 8 & 10, Microsoft Office 2010 including Word, Excel, PowerPoint.

EMPLOYMENT

08/2014 - 10/22017 Verizon Wireless Hilliard, OH

Chat Technical Expert

Handled multiple chats and accounts at one time

Ability to multitask, utilize resources and tools to resolve customer concerns in a timely and professional manner.

Assist with various concerns; bill inquiries, plan changes, international calling packages and technical support

06/2009 - 04/2011 JP Morgan Chase Columbus, OH

Collections Agent

Engaged with customers on inbound and outbound calls to collect overdrawn accounts

Maintained the highest level of professionalism while providing an exceptional customer experience

Created and maintained financial reports using Microsoft Word, Excel and PowerPoint

09/2008 - 06/2009 Teleperformance Columbus, OH

Technical Support Agent- Verizon FIOS

Used expert problem solving skills for technical support of customers with Verizon FIOS systems

Created trouble tickets to expedite problem resolution

Evaluated customer concerns and resolved problems to achieve First Call Resolution

01/2007 - 12/2010 U.S. Navy Reserve Columbus, OH

Navy Construction Worker (Seabee)

Built and repaired wood, masonry concrete, and steel structures

Reading and interpreting blueprints and preparing sketches for projects

Making estimates of material, labor, and equipment requirements

EDUCATION

08/2011 - 04/2015 Kaplan University Columbus, OH

Bachelor’s degree Psychology with an emphasis in Child Development - GPA 3.5

08/2004 - 06/2006 Southeast Career Center Columbus, OH

Two year Certificate of Completion for Carpentry 1 & 2

08/2002 - 06/2006 Whetstone High School Columbus, OH

High School Diploma - Majoring in College Preparatory Classes

Shelly Krepp

*1565 Kerryglen Dr. Galloway, OH 43119 *Phone: 614-***-**** *******.*****@*****.***

PROFESSIONAL REFERENCES

Rochelle Royal

Chat Supervisor

5000 Britton Parkway, Hilliard OH 43026

Phone: 614-***-****

Direct Supervisor

Chelsea Primmer

Chat Technical Expert

5000 Britton Parkway, Hilliard OH 43026

Phone: 614-***-****

Co-Worker

Catalina Baughn

Operations Division Leader at JP Morgan Chase

1111 Polaris Parkway, Columbus OH 43240

Phone: 614-***-****

Co-Worker

Joshua Baughn

Business Analyst I

1111 Polaris Parkway, Columbus OH 43240

Phone: 937-***-****

Team Lead

Contact this candidate