Kellie L. Hyman

**** ****** ****** **.

Waterford MI, 48327

586-***-****

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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