Danielle Cherry
Jacksonville
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
4
4
years of professional experience
Work History
Technical support
Bank of America
04.2022 - Current
- Provided phone and chat support for over 200 clients a day, reaching a ticket resolution rate of over 85% daily
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Created/maintained user accounts, resetting passwords, creating groups etc.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Monitoring and escalating severe issues following escalation process, ensuring service level agreements are met
Fraud Analyst
Accenture
08.2021 - 04.2022
- Adjudicate claims for benefits offered by the government
- Exhibit organizational skills and discretion by handling confidential information such client records ad legal documentation
- Provided administrative support by handling inbound calls and completing data entry functions, while maintaining complex databases.
- Improved company''s risk management processes through continuous monitoring, detection, and reporting of fraudulent activities.
- Conducted regular reviews of existing policies and procedures related to fraud prevention, ensuring alignment with industry best practices and regulatory requirements.
- Reviewed reports and individual claims which appeared suspicious to uncover possible fraudulent activity.
Account resolution
Wells Fargo
06.2020 - 06.2021
- Responsible for providing quality customer experience while working to collect and negotiate terms of repayment on outstanding account balances
- Conducted thorough research on available resources and programs, providing comprehensive guidance to homeowners in need of assistance.
- Prepared detailed reports on client progress throughout the home preservation process, keeping all relevant parties informed of status updates or changes as needed.
- MSP blacknight experience
Education
High school Diploma -
Jean Ribault Senior High
2014
Skills
- Help desk ticketing systems
- Troubleshooting and Assistance
- Tier 1 level troubleshooting
- Office 365
- Data Recovery
- Desktop Support
- Customer Service Expertise
- Active directory user management
- Windows Deployment services
Timeline
Technical support
Bank of America
04.2022 - Current
Fraud Analyst
Accenture
08.2021 - 04.2022
Account resolution
Wells Fargo
06.2020 - 06.2021
High school Diploma -
Jean Ribault Senior High