Call Center Customer Support

Ellen Moody

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

Jacksonville, North Carolina 28546

Email: *********@*****.***

Telephone: 336-***-****

Technical Summary:

Worked as a Call Center/Helpdesk Support Representative. Utilizing various ticket software packages to monitor, track and resolve customer issues in a timely manner.

Experience in TCP/IP, various e-mail packages, remote access software, and hardware Installation and configuration.

Professional Experience:

Amazon - Flex Worker

6/2025 - Present

Sorting Packages in Amazon warehouse

NexRep - Remote Customer Support

01/2025 - 5/2025

Provided support for Maryland.Gov medicaid program, in helping clients apply, for medicaid, food stamps and emergency hosuing.. Helped clients resolve various isses that included rejections of their their applications, stolen benefits, missed recertications.

LiveOPs - Remote Customer Support

3/2024 - 5/24

Intuit TurboTax Rejection Outbound Support

Responsible for notifying TurboTax clients that their federal tax was rejected, and help in resolving their issue on why, when and how to resolve/refile.

CableVision – Team Lead - New York Call Center

(2012 – 2014)

Provided proficient and direct technical support customer service OptimumVoice, Videoand Data services, utilizing current policies and practices on escalated calls in a complexnature.

Provided guidance and active real-time support to call center employees including handling issues that involve technical questions, irate callers, escalations, which may include researching accounts, calling outside departments and customer direct contact

CableVision – New York Call Center

(September 2009 – 2012)

Monitored performance of the team and provided feedback to ensure that the call center and customer satisfaction goals are met. Reviewed and analyze reports regardingtheteam's performance including productivity, quality, sales and adherence performance. communicated and develop relationships with other optimum entities and departments (i.e. Billing/Collections, Field Service, Network Management, Dispatch, Product Management and Marketing, Sales, Human Resources, Staffing, Security.

Knowledgeable and understanding of various Optimum products and troubleshootingprocedures Extensive knowledge in using various helpdesk software to openandescalate tickets to the correct departments.

References furnished upon request.

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