Billy Kelley

• Delivered customer-focused technical support through clear, empathetic communication, translating complex IT concepts for non-technical users and escalating issues appropriately

• Led shift operations by managing support metrics, assigning tickets, and guiding team performance to meet SLAs

• Collaborated cross-functionally to resolve incidents, ensuring a strong customer experience and accurate documentation in ServiceNow

• Provided Tier 1 & 2 technical support for desktops, laptops, and mobile devices, resolving hardware, software, and network issues promptly

• Utilized Microsoft 365, Microsoft Endpoint Manager, SCCM, Active Directory, and remote tools to troubleshoot and maintain user systems

• Applied basic networking knowledge to assist in diagnosing connectivity issues

• Managed high volume of service tickets with advanced multitasking across multiple systems

• Participated in process improvement initiatives and knowledge sharing to enhance service delivery

• Coordinated with management to address specific cleaning needs and ensure service quality

• Mentored new employees, providing guidance on company

policies, procedures, and best practices in floor care services.

• Managed equipment loading/unloading and maintained operational readiness of cleaning tools

• Operated Auto-Scrubber and buffer machines to maintain floor cleanliness and appearance

• Oversaw daily cleaning operations, ensuring adherence to safety

and quality standards.

• Improved floor maintenance quality by implementing effective

cleaning techniques and procedures.

• Processed medication shipment orders and confirmed customer information with accuracy

• Assisted customers with paperwork, explaining processes and resolving delays professionally

• De-escalated upset customers regarding late shipments and paperwork issues with empathy and patience

• Coordinated with shipment facilities to resolve order and delivery issues efficiently

• Maintained detailed records of customer interactions and order status to ensure compliance and follow-up

• Managed high-volume inbound and outbound customer calls with professionalism

• Resolved product complaints empathetically and de-escalated volatile situations

• Documented and researched customer service issues accurately

• Referred unresolved grievances to appropriate departments for further action

• Managed high-stress situations effectively, maintaining

professionalism under pressure while resolving disputes or conflicts.

• Handled escalated calls efficiently, finding satisfactory

resolutions for both customers and the company alike.

• Developed strong product knowledge to provide informed

recommendations based on individual customer needs.