Help Desk Case Management

Delicia Sciplin

Berwyn, IL 708-***-**** **************@*****.***

Professional Summary

Results-driven and customer-focused professional with over 8 years of experience in client support, technical troubleshooting, and service optimization. Proven ability to manage high-volume case queues, resolve escalated issues, and enhance system navigation for both employees and customers. Adept at multitasking, communicating with empathy, and identifying process improvements. Currently supporting technical operations in a dual role at United Airlines, bridging customer reservations and internal employee access support.

Core Competencies

Customer Support & Service Resolution, Help Desk & Technical Troubleshooting, Case Management & Documentation, Procedure Development & Compliance, Process & Service Improvement, Vendor Escalation Support, Analytical Thinking & Time Management, Multi-System Navigation (DUO, CRM, Telephony)

Professional Experience

United Airlines — Reservation and Sales Representative / Temporary Help Desk Support

Chicago, IL 2023 – Present

Provide expert-level reservation and sales support, assisting customers with booking, fare adjustments, and itinerary management while maintaining superior service standards.

Navigate multiple systems to troubleshoot customer account issues, pricing discrepancies, and rebooking requests with precision and professionalism.

Temporarily assigned to internal Help Desk operations supporting employee system access, particularly focused on DUO multi-factor authentication setup and troubleshooting.

Assist employees in regaining access to secure platforms, navigating technical issues, and ensuring seamless login to internal work systems.

Recognized for adaptability and reliability in both customer-facing and technical support roles, handling sensitive information and access credentials with discretion.

AT&T — Customer Experience Specialist

Chicago, IL 2015 – 2023

Served as the primary contact for complex customer and internal inquiries related to billing, service changes, time off requests, and policy navigation across multiple systems.

Utilized internal case management and HR systems to investigate and resolve escalated service issues, ensuring accurate documentation and timely communication.

Implemented proactive solutions to improve service workflows and compliance procedures, contributing to more efficient case handling and reporting accuracy.

Collaborated with operations and vendor teams to troubleshoot system inefficiencies and recommend updates to improve user experience and internal knowledge bases.

Monitored service metrics and employee feedback to help identify trends and support continuous improvement efforts.

Provided data-backed insights from frontline interactions to leadership, aiding the refinement of internal policies and training programs.

Certifications & Training

Google IT Support Certificate

Currently Pursuing: CompTIA Security+

CPR Certified

Contact this candidate