Customer Service Advisor Senior Business - Greendot Corporation
(2024-03 - 2026-08)
- Responds to phone requests from a wide variety of customers with business-related issues.
- Completes security verification protocol on each call.
- Handles T2 Supervisor level escalated support calls
- Creates tickets to escalate customer issues to escalation team for review
- Provided amazing customer service over the phone.
- Spent 6 months of my employment working with another department handling regulatory complaints
Customer Service Advisor Senior Business - Fis/Worldpay
(2019-01 - 2024-03)
- Responds to phone requests from a wide variety of customers with business-related issues.
- Completes security verification protocol on each call.
- Creates or updates a ticket in the ticket system for each call received.
- Updates banking information for merchant accounts.
- Reviews bank documentation for potential fraud
- Works with financial crimes team if fraud is suspected to keep merchant accounts safe.
- Reaches out to merchants via email/and phone to resolve ongoing tickets.
- Works tickets in ticketing que when not actively on phone calls
- Answers merchant questions about credit card disputes
- Responds to merchant disputes for merchants. Uploads documents and sends them to issue bank for review
- Provides amazing customer service over the phone.
Service Desk Analyst - Pomeroy - Hebron, KY
(2018-02 - 2019-01)
- Provided remote desktop support over the phone and remote into computer.
- Used a ticketing system to log phone requests for hardware, software, and web application issues.
- Dispatched technicians when needed.
- Used Active Directory to look up account permissions and perform password resets/account unlocks.
- Installed printers, mapped shared drives, and pushed software through Software Center/SCCM.
- Resolved issues at Service Desk or escalated to Onsite support teams.
Service Desk Analyst - Atos - Mason, OH
(2016-09 - 2018-02)
- Provided remote desktop support for five accounts concurrently.
- Used a variety of ticketing systems to log phone and email support requests for hardware, software, and web application issues.
- Used Active Directory to look up account permissions and perform password resets/account unlocks.
- Installed printers, mapped shared drives, and pushed software through Software Center/SCCM.
- Resolved issues at Service Desk or escalated to Level 3 teams.
Computer Technician - All Pro Technology - Cincinnati, OH
(2015-02 - 2016-09)
- Troubleshoot and Diagnose issues with Laptop/Desktop
- Replace laptop monitor, ram, hard drive, motherboards, CPU
- Removed viruses and malware from computer.
- Upgraded computers from win 7 or win 8 to win 10 while upgrade was free.
- Backed up data for customers on computers.
- Ordered specialty parts for computers when needed.
- Documented and explained all repairs to customers.
- Refurbished used laptops and desktops for resale.
- Achieved 96% on KSC Quality Survey for OLP implementation.
