Crystal Holley

Monitor inquiries via tickets, created from Eagle ticketing system, handover and tech check. Used multiple systems to resolve problems such as, hardware vendors websites, Integrated website, Transaction Inquiry, ECMS. Also, escalated tickets, sent emails to vendors and branch locations. To obtain resolutions making outbound calls to vendors when needed.

Carried out day-today duties by assisting branch employees with any computer errors received during transactions with customers, branch machines/devices and computer systems, such as, VDI system, tcr/atm, branch printers via live chat, phone, email and incident tickets. Also, completed RSAMS, verified colleagues working status and working knowledge of sending commands to machines/devices, using multiply applications and creating tickets via Eagle system.

I would receive incoming calls from branch colleagues, hardware vendors and cash vendors. I would answer questions such as, error malfunction messages, balance inquires, mas hamilton lock issue, kiosk card door issue, blue security bars lock problems and vandalized atm. I would make outbound calls when needed, send emails and escalated problems