ABIGAIL TAYLOR
Stonecrest,GA
Summary
Resourceful Help Desk Support Specialist, recognized for productivity and efficiency in task completion. Skilled in technical troubleshooting, user support, and system diagnostics. Excel at communication, problem-solving, and adaptability, ensuring seamless operations and customer satisfaction. Committed to leveraging these soft skills to enhance team performance and end-user experience. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Help Desk Support Specialist
Truist Bank
Atlanta, GA
06.2023 - 01.2025
- Fielded help desk customer questions and fulfilled requests.
- Maintained records of daily data communication transactions, problems, and remedial actions taken or installation activities.
- Oversaw daily performance of computer systems.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Recorded complaints, product deficiencies, returned orders and other customer documentation in system.
- Assisted customers with instructional support and product troubleshooting.
- Provided technical assistance and troubleshooting for customers with hardware, software, and network issues.
- Tested computer equipment to ensure proper functioning according to specifications.
- Maintained positive working relationship with fellow staff and management.
- Responded to customer inquiries via phone, email, or chat support.
- Created detailed reports describing help desk activities.
Relationship Banker
Truist Bank
Norcross, GA
01.2021 - 11.2022
- Advised customers on bank products, services and financial planning options.
- Modified, opened and closed customer accounts.
- Completed thorough and accurate documentation for money movements, deposits or withdrawals.
- Collaborated with mortgage and wealth management partners to assist customers with specialized needs.
- Resolved discrepancies concerning customers' accounts, improving client satisfaction.
- Opened and serviced accounts within authorized limits.
- Processed maintenance, operations and correspondence for new and existing accounts.
- Adhered to strict confidentiality protocols to maintain safety of customer and bank information.
- Adhered to bank and legal guidelines for reporting, loan approvals and money handling.
- Participated in training and mentoring of new associates, assisting with onboarding .
- Promoted financial products with targeted direct mailings, in-branch selling, and outbound calls.
Universal Banker
SunTrust
Norcross, GA
01.2019 - 11.2020
- Set up new accounts and services for customers and explained important restrictions, benefits and requirements of each.
- Completed routine teller tasks with high accuracy, including transfers, deposits and bill payments.
- Satisfied customers by consistently delivering fast, knowledgeable services for diverse banking needs.
- Helped customers understand and use technical tools such as mobile applications and online banking.
- Verified amounts and integrity of every check or funds transfer.
- Completed daily cash balancing and operated ATMs.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Maintained optimal financial controls by securing funds and making accurate transactions.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Completed thorough and accurate documentation for money movements, deposits or withdrawals.
Teller Coordinator
SunTrust
Atlanta, GA
01.2018 - 12.2019
- Completed operational functions for approving transactions, cash control and branch security.
- Coached tellers on best ways to comply with internal controls, operational procedures and risk management policies.
- Welcomed all clients warmly and asked appropriate questions to garner information regarding needs and objectives.
- Guided employees on policy and procedure matters.
- Identified sales referral opportunities to meet departmental goals.
- Actively involved in helping team members meet monthly goals and improve skills through consistent mentoring and in-depth job training.
- Provided oversight of operations for teller positions to verify accuracy.
- Solved complex customer-related problems to promote repeat business
- Performed complex teller transactions such as term deposits, retirement savings plan contributions and mail deposits.
- Assisted clients by making product recommendations and opening and servicing complex accounts.
- Set up new accounts and services for customers and explained important restrictions, benefits and requirements of each.
- Completed routine teller tasks with high accuracy, including transfers, deposits and bill payments.
- Satisfied customers by consistently delivering fast, knowledgeable services for diverse banking needs.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Modified, opened and closed customer accounts.
- Completed daily cash balancing and operated ATMs.
- Verified amounts and integrity of every check or funds transfer.
- Put together and executed loan documents.
- Achieved or exceeded personal sales goals on consistent basis.
Patient Access Scheduler
Atlanta Medical Center
Lithonia, GA
01.2017 - 02.2018
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Communicated financial obligations to patients and collected fees at time of service.
- Explained various admission forms and policies, acquiring signatures for consent.
- Checked stock to determine inventory level and placed orders for needed supplies.
- Communicated with patients with compassion while keeping medical information private.
Call Center Representative
Amazon
Atlanta, GA
01.2017 - Jan2018
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented conversations with customers to track requests, problems and solutions.
- Maintained strong call control and quickly worked through scripts to address problems.
- Assessed customer account information to determine current issues and potential solutions.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Trained new employees on processes to promote productivity team-wide.
- Resolved inquiries to consistently meet performance benchmarks.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Corresponded with service department team members to build and implement successful solutions to customer problems.
Education
Associates in Finance - Finance
Georgia Perimeter College
Decatur, GA05.2016
Skills
- Application support
- Help desk software
- Operating systems
- Incident management
- Security protocols
- System administration
- Network connectivity
Education and Training
true,other
Timeline
Help Desk Support Specialist
Truist Bank
06.2023 - 01.2025
Relationship Banker
Truist Bank
01.2021 - 11.2022
Universal Banker
SunTrust
01.2019 - 11.2020
Teller Coordinator
SunTrust
01.2018 - 12.2019
Patient Access Scheduler
Atlanta Medical Center
01.2017 - 02.2018
Call Center Representative
Amazon
01.2017 - Jan2018
Associates in Finance - Finance
Georgia Perimeter College
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