BRIANNAH KELLY
Fort Mill,South Carolina
Websites
Summary
| Technical Support/ HELP DESK SPECIALIST
Experienced support team member with an earnest and upbeat nature. Detail-oriented and organized multitasker with good communication strengths and demonstrated talent for handling dynamic and demanding needs. Competent in technical support of desktop applications.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
4
4
years of professional experience
Work History
Support Specialist
Velocitor Solutions
Charlotte, NC
07.2023 - Current
- Manage inbound calls from a diverse clientele, systematically documenting all issues via a ticketing system
- Skillfully escalate complex issues to Tier 2 support when necessary, contributing to efficient problem resolution
- Maintain a positive and courteous demeanor throughout shifts, enhancing the overall customer experience
- Exhibit a rapid learning curve and adaptability to evolving tasks and challenges
- Uphold a strong customer service orientation, ensuring client satisfaction and problem.
Customer Service Specialist/ Originations
Sunlight Financial
Charlotte, NC
04.2022 - 03.2024
- Field incoming calls and outbound calls with installers and/or clients to support Sunlight Financials' focus to meet service level requirements while maintaining a consistent quality score of 80-95%
- Managed a high call volume from e-channels, resolving customer requests at an average rate of 160-200 calls per day, demonstrating efficiency and a customer-centric approach
- Provided dedicated client support to solar panel installers, offering guidance on the utilization of our proprietary loan origination software, enhancing user proficiency and overall satisfaction
- Addressed technical issues for loan service providers and assisted loan customers, showcasing a versatile skill set in troubleshooting and client assistance
- Played a key role in fraud verification activities, contributing to maintaining the integrity & validity of customer information.
Customer Service Spec II
Republic Services
Charlotte, NC
01.2020 - 10.2021
- Troubleshot minor technical issues, promptly reporting larger problems, & executing general maintenance and repair tasks
- Collaborated with departmental leaders to formulate and achieve organizational goals, strategic plans, and objectives, resulting in a significant boost in company revenue to $11 Billion in sales and profits
- Responded to a high volume of customer service requests, averaging 250+ calls daily, demonstrating efficiency and professionalism
- Achieved promotion within 3 months due to outstanding performance
- Recorded and documented customer support interactions by accurately inputting information into company systems, handling service changes, and addressing issues related to billing and equipment
- Demonstrated ability to manage multiple tasks concurrently while maintaining adaptability and flexibility
- Identified opportunities to enhance operational efficiency & successfully implemented process changes to improve workflow.
Skills
- Microsoft Azure Portal
- Python coding
- Technical Support
- Team building /Teamwork
- Active Directory
- Strong Communication
- Data Collection
- Failure Resolution
- Debugging
- Technical Assistance
- Workflow maps
- Customer Relationship Management
- Call Management
- Troubleshooting and Diagnostics
- Trend Analysis
- Resourceful
- Problem-Solving ability
- Analytical
- Windows
- Google suite
- Microsoft Office Suite
- Communication Platforms (Skype, Slack, Microsoft Teams)
- Data Entry
- Written Fluency
- Adaptability
- Openness to Feedback
- Multitask effectively
- Clerical Support
- Filing
- Logic apps
- Documentation
Timeline
Support Specialist
Velocitor Solutions
07.2023 - Current
Customer Service Specialist/ Originations
Sunlight Financial
04.2022 - 03.2024
Customer Service Spec II
Republic Services
01.2020 - 10.2021
Information Technology Security & Administration Program -
MyComputerCareer
Education
Information Technology Security & Administration Program -
MyComputerCareer
01.2024
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