Hailey Mills
Wilmington,DE
Summary
Adept in network diagnostics and fostering customer relationships, I significantly enhanced service delivery at Discover Bank by implementing strategic account management processes. My expertise in Microsoft solutions and a proven track record in boosting sales opportunities through effective communication and technical support position me as a valuable asset to any team.
Overview
4
4
years of professional experience
Work History
Technical Support Representative
Teleperformance
Wilmington, DE
10.2024 - Current
- Served as first point of contact for incoming technical service calls and emails.
- Trained new support representatives on troubleshooting techniques and company support protocols.
Technical Support Representative
Conduent
Elkton, MD
03.2024 - 10.2024
- Served as first point of contact for incoming technical service calls and emails.
- Trained new support representatives on troubleshooting techniques and company support protocols.
Senior Account Manager
Discover Bank, Member FDIC
Wilmington, DE
07.2022 - 08.2023
- Implemented customer feedback mechanisms to gather insights and improve service delivery.
- Established strong relationships with vendors in order to secure favorable discounts on materials or services needed by the company's clients.
- Prepared and presented detailed reports on account status, challenges, and growth opportunities to executive leadership.
- Established, documented, and implemented account management processes and procedures.
- Replenished and arranged items to maintain appearance.
- Developed successful customer relationships to boost sales opportunities.
Customer Service Representative
BNY Mellon
Wilmington, DE
12.2021 - 03.2022
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Answered inbound calls, chats and emails to facilitate customer service.
Customer Service Representative
InspiriTec, Inc.
Wilmington, DE
08.2021 - 12.2021
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
High School Diploma -
John Dickinson High School
Wilmington, DE07-2017
Skills
- Service support
- User credential management
- Application support
- Network diagnostics
- Desktop support
- Call recordkeeping
- Hardware diagnostics
- Software diagnosis
- Microsoft certified solutions associate (MCSA) certificate
- Videoconferencing
Timeline
Technical Support Representative
Teleperformance
10.2024 - Current
Technical Support Representative
Conduent
03.2024 - 10.2024
Senior Account Manager
Discover Bank, Member FDIC
07.2022 - 08.2023
Customer Service Representative
BNY Mellon
12.2021 - 03.2022
Customer Service Representative
InspiriTec, Inc.
08.2021 - 12.2021
High School Diploma -
John Dickinson High School