Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Celena Thobbs

Celena Thobbs

Service Desk/help Desk Analyst
Browns Summit,NC

Summary

Results-driven IT professional with over 8 years of experience in banking, technology, and telecommunications, seeking a transition into a Systems Analyst role. Expert in analyzing business processes, troubleshooting technical issues, and optimizing system performance to enhance operational efficiency. Skilled in requirement gathering, data analysis, and collaborating with cross-functional teams to implement effective technology solutions. Proven ability to bridge the gap between business and IT, ensuring seamless system functionality and an exceptional user experience. Committed to leveraging analytical expertise and problem-solving skills to drive innovation and support strategic business objectives.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Technology Solution Center Analyst

PNC Bank
06.2024 - Current
  • Provides the first line of support and problem resolution for technology products and applications by phone or chat
  • Utilizes utilities and tools like ServiceNow, Mainframe, OIM to provide remote technology support services for internal employee/contactor technology
  • Escalates issues to second and third level support teams through pre-determined directions or procedures
  • Resolves employee/contractor technology issues during point of contact
  • Partners with end-user and other analysts to resolve normal and unusual information system problems

Out of Branch Banker – Financial Wellness

PNC Bank
08.2022 - 06.2024
  • Consistently exceeded monthly sales targets effectively by cross-selling banking through B2C presentations at businesses to the employees about the deposit accounts, investment products, including savings accounts, certificates of deposit (CDs), credit cards, loans and retirement accounts
  • Also processed all bank contracts when opening these accounts
  • Collaborated with my eco partners to stay updated on market trends, investment opportunities, and the latest financial products, ensuring clients received the most up-to-date information
  • Conducted regular onboarding and follow-up meetings with the client to review and adjust clients' financial portfolios in response to changes in their financial circumstances or market conditions
  • Also helped clients with Zelle, BillPay, transfers, account opening and account closures
  • Implemented strategies as Compliance Team lead to minimize risk by adhering to compliance trainings, and documents
  • Know your customer, and disclosure procedures
  • Also work closely with other departments to ensure a cohesive approach to risk management and compliance across the organization
  • Managed and resolved compliance incidents, conducted root cause analysis, and developed action plans to prevent recurrence

Retail Sales Associate

Spectrum
09.2019 - 08.2022
  • Demonstrated expert knowledge of Spectrum's products and services, effectively guiding customers to select the most suitable TV, internet, and phone packages to meet their specific needs and budget and exceeded monthly sales quotas
  • Conducted product demonstrations to showcase Spectrum's features, benefits, and advantages over competitors, facilitating informed decision-making for potential customers
  • Utilized CRM systems to open accounts, close accounts and sales tools to track customer interactions, monitor leads, and follow up on potential sales opportunities
  • Managed customer transactions efficiently, processed service orders, and ensured accurate billing information
  • Collaborated with other departments to address customer inquiries, service activations, and issue resolutions
  • Contributed to the visual appeal of the store by ensuring products and promotional materials were strategically displayed
  • Maintained a clean and organized sales floor to enhance the overall customer shopping experience

Technical Support/Customer Service Representative

Results (Call Center)
03.2015 - 09.2019
  • Managed a high volume of inbound calls, addressing customer inquiries, technical issues, upselling and service-related concerns
  • Ensured a positive customer experience by providing clear and concise information with a focus on issue resolution
  • Applied technical expertise to diagnose and resolve issues related to Xfinity's internet, cable, and phone services
  • Utilized troubleshooting tools, and resources to guide customers through step-by-step solutions, promoting a quick resolution
  • Transferred Escalated calls to the next tier if needed by submitting a ticket and made sure to make proper documentation after each call
  • Maintained a comprehensive understanding of Xfinity's product offerings, features, and updates
  • Regularly participated in training sessions to stay informed about new technologies and ensure accurate information delivery to customers
  • Assisted customers with billing inquiries, explained charges, and resolved billing discrepancies
  • Ensured clarity in billing information to enhance customer satisfaction and reduce the likelihood of future issues
  • Adhered to Xfinity's quality standards by maintaining accuracy in information provided, following established protocols, and ensuring a positive and consistent customer experience
  • Regularly participated in quality assurance evaluations and training sessions

Education

Associates - Information Technology

Purdue University
West Lafayette, IN

Skills

Problem-Solving & Critical Thinking

Certification

Product Management

Timeline

Product Management

10-2024

Technology Solution Center Analyst

PNC Bank
06.2024 - Current

Out of Branch Banker – Financial Wellness

PNC Bank
08.2022 - 06.2024

Retail Sales Associate

Spectrum
09.2019 - 08.2022

Technical Support/Customer Service Representative

Results (Call Center)
03.2015 - 09.2019

Associates - Information Technology

Purdue University

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Celena ThobbsService Desk/help Desk Analyst