Call Center Customer Support
Resume:
Kellie L. Hyman
Waterford MI, 48327
Objective:
To find long-term employment within a company where my experience, accomplishments, and proficiency will allow me the opportunity for growth and development.
Employment History:
Rocket Mortgage Detroit, MI
Account Resolution Specialist 02/01/21- 12/31/2021 Answer incoming calls
Request Payoff and Reinstalment quotes
Research and analyze accounts
Contact customers and establish reasons for past due balances Make arrangements to bring accounts current
Record resolution notes in cadence of facts
Orlans PC Troy MI
Call Center Rep 09/18/19-01/01/21
Manage large amounts of incoming phone calls
Identified customers’ needs and researched issues providing solutions Prepare and request payoff and reinstalment quotes, and reports Cognizant Farmington Hill, MI
Senior Process Executive 05/23/2018-05/23/19
Reactivate advertiser profiles
Assist advertisers with understanding the technical aspects of their products and concepts specifically AdWords via phone, chat, or email
Focused on the end user and customer experience
Worked together with the customer support teams on several incubation projects on, account access, and customer support flows
Worked with the sales team, billing, and compliance departments as needed Percepta Dearborn, MI
Business Analyst/Customer Service 03/2016-
10/30/2017
Accurately responding to customer inquiries.
Providing on-line technical support to consumers.
Proactively provide after-sales support by managing, triaging, and responding to inbound calls and emails online technical support.
Apply understanding of Dealer’s primary business goals and advanced knowledge of all products and services to maximize dealer retention and satisfaction.
Utilizing numerous applications simultaneously to assist customers. Login assistance, Password resets.
Using Navigation tools to assist customers with technical support issues. Meet and exceed performance expectations.
AT&T Detroit, MI
Customer Assistant/Technical Support 01/2011-10/2014 Diagnose, troubleshoot, and solve internet connectivity issues. Assist customers with email registration & DSL signal testing. Interact with multiple departments to resolve customer issues in a call center environment. Provide 1
st
2
nd
tier technical support (password resets, website help, etc) Education History: Farmington Hills, MI
Oakland County Community College 2005-2007
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