"Accomplished professional with over 9 years of experience in technical support, customer service, and management roles. Skilled in managing caseloads, conducting detailed investigations, and implementing process improvements to enhance operational efficiency. Adept at working collaboratively across teams to ensure compliance with regulations and deliver exceptional client service. Proven track record of improving service quality and driving customer satisfaction through innovative solutions and effective communication."
Hi, I’m
Annie Patterson
Glendale Heights,IL
Summary
Overview
17
years of professional experience
Work History
Verizon Wireless
Technical Support Representative
05.2014 - 08.2023
Job overview
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Conducted data analysis to identify trends and prevent future issues, improving overall service quality.
- Documented transactions and support interactions in the system for future reference and addition to the knowledge base.
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
- Translated complex technical issues into digestible language for non-technical users.
Rtachicago
Customer Service Representative
11.2013 - 05.2014
Job overview
- Conducted in-depth product and issue resolution research to address customer concerns.
- Provided documentation on start-up, shut down, and first-level troubleshooting of technical processes to support desk staff.
- Integrated Salesforce CRM and other customer relationship management software into support operations.
- Analyzed customer data to identify opportunities for process improvements and recommend solutions.
Chase Bank
Fraud Specialist
02.2014 - 04.2014
Job overview
- Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
- Enhanced company security with advanced fraud monitoring systems and tools.
- Collaborated with cross-functional teams to develop and implement effective anti-fraud policies.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
Pizza Hut
General Manager
08.2006 - 08.2013
Job overview
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Conducted performance appraisals and provided feedback to improve staff performance.
- Analyzed financial reports to identify areas for cost reduction and process improvement.
Education
National Louis UniversityChicago, IL
Master Of Business Administration from Business Management
04.2025
University Overview
National Louis UniversityChicago, IL
Bachelor of Science from Business Management
04.2024
University Overview
Skills
- Troubleshooting Network Issues
- Analytical and Methodical
- Data Connectivity
- Organizational Skills
- Customer Support Needs Assessment
- Technical Troubleshooting
- Help Desk Support
- Issue and Resolution Tracking
- User Experience
- Product Selection
- Voice and Data Service Migration
- De-Escalation Techniques
- Employee Hiring and Recruitment Management
- Equal Employment Opportunity (EEO)
- Harassment Investigation
- Performance Appraisal
- Onboarding and Training
- Biweekly Payroll Processing
- Issue and Conflict Resolution
Availability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
Accomplishments
- Successfully reduced customer issue resolution time by 30% through process improvements.
- Implemented a new employee training program at Pizza Hut, resulting in a 10% increase in productivity.
- Played a key role in reducing fraud losses by 25% at Chase Bank through enhanced detection strategies
Quote
The way to get started is to quit talking and begin doing.
Work Preference
Work Type
Full TimeLocation Preference
RemoteOn-SiteHybridImportant To Me
Career advancementWork-life balanceFlexible work hoursHealthcare benefitsPaid time offPaid sick leaveStock Options / Equity / Profit SharingTimeline
Technical Support Representative
Verizon Wireless
05.2014 - 08.2023
Fraud Specialist
Chase Bank
02.2014 - 04.2014
Customer Service Representative
Rtachicago
11.2013 - 05.2014
General Manager
Pizza Hut
08.2006 - 08.2013
National Louis University
Master Of Business Administration from Business Management
National Louis University
Bachelor of Science from Business Management