Kelly Hegney

518-***-**** adqp6k@r.postjobfree.com

WORK EXPERIENCE

VERIZON COMMUNICATIONS

Albany, NY

Fiber Support Analyst June 2013 - present

● Serve as initial point of contact for customer inquiries regarding copper services, fiber-based voice, data and video services as well as VOIP

● Effortlessly maintain company standards

components such as routers, LAN topology, ethernet and network interface cards

● Consistently curate knowledge of PC hardware and software functionality

● Provide fluid activation support, initiate service order corrections and changes

● Analyze and isolate trouble conditions with customers through telephone communication

● Engage in online chat support to provide stellar customer technical support Administrative Assistant December 2007 - June 2013

● Delivered exceptional care to executive team

● Monitored calendar and calls to ensure proper delivery of information in a timely manner

● Ensured confidentiality of all company documents and communications

● Prioritized needs of executive team

● Supported technicians and field managers to ensure precise business practice with follow through to meet daily metrics

Supervisor - Dispatch Resource July 2007 - December 2007

● Engaged in strategic leadership practice in a fast paced environment

● Executed exceptional service to internal and external partners

● Balanced workloads of 75 dispatchers and field technicians

● Managed work orders prior and post service dates to completion Administrative Assistant February 2000 - July 2007

● Ensured all meeting documentation was prepared in a timely manner

● Managed calendar, travel, calls, and meeting arrangements

● Maintained comprehensive knowledge of executive team as well as understanding of company policies and procedures

Customer Service Administrator June 1999 - October 1999

● Curated exceptional product and service knowledge

● Found resolution for challenging customer service issues

● Provided troubleshooting while also handling billing and service inequities

● Delivered innovative, individualized solutions to satisfy the demanding and ever-changing needs of Verizon’s diverse customer base SKILLS

● Innovator, critical thinker, skilled problem-solver, adaptable, and energetic

● Exceptional communication skills, collaborator, and motivating team leader EDUCATION

Hudson Valley Community College Troy, NY

Associate’s Degree: Human Services May 2006

Latham Christian Academy Latham, NY

June 1999

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