Helpdesk Specialist - Data & Customer Support

Shania Taylor

Helpdesk Specialist Atlanta, GA ***31 229-***-**** ************@*****.***

Professional Summary

Organized and detail-driven administrative professional with experience in data entry, record management, and office support. Strong ability to input, maintain, and verify data accurately while supporting operational workflows. Dependable, efficient, and proficient in managing multiple tasks with minimal supervision.

Professional Experience

Chase (JPMorgan Chase) — Atlanta, GA

HD Specialist Nov 2022 – Present

- Enhance customer satisfaction by resolving booking issues swiftly and reducing repeat inquiries.

- Mentor junior staff in communication, improving team efficiency and service quality.

- Analyze customer data to refine helpdesk processes, boosting resolution effectiveness.

- Streamline helpdesk operations through data-driven improvements.

- Develop workflows that reduce response times while maintaining high support standards.

- Champion cross-functional cooperation to resolve complex technical issues.

Wells Co. Roswell, GA

Senior HD Collector May 2019 – Oct 2022

- Efficiently managed and resolved complaints, improving customer satisfaction.

- Facilitated payment plans and improved account management.

- Analyzed customer accounts and implemented targeted solutions.

- Developed upselling strategies, increasing cross-sell success and revenue.

- Mentored team members on de-escalation and service excellence.

- Created Excel tools to present metrics data for better decision-making.

Education

Mercer University — Certificate in IT

Louisiana State University — Certificate in Management and Leadership, Apr 2024

Riverside University — High School Diploma, Jun 2018

Certifications

CompTIA IT Fundamentals

Business and Leadership management

Skills

Data Entry Verification and Validation

De-escalation Techniques

Call Handling in/outbound

Scheduling & Calendar Management

Document Preparation

Email & Phone management

Front desk/ Administrative Support

CRM System ( Salesforce/ Zendesk)

Microsoft Word / Excel/ Outlook

Database Management

Remote Work Experience

Complaint handling

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