Jodi Kelley
Detroit,Michigan
Summary
Customer support professional delivering phone and email case handling for customers with sensitive questions. Moves complex issues into clear next steps, manages requests in ticketing systems, and supports faster resolution through precise follow-up. Ready for Customer Support Specialist work that depends on calm communication and accurate service documentation.
Overview
14
14
years of professional experience
Work History
Customer Support Advocate
True Link Financial
Remote
03.2023 - Current
- Resolve 90% of support requests on first contact by clarifying procedures and next steps.
- Manage 25-40 customer cases daily across phone and email while documenting outcomes in Zendesk.
- Translate complex technical issues into clear guidance for non-technical customers.
- Use ticketing systems to manage requests, track support actions, and keep records organized.
- Guide customers with unique financial needs through processes and procedures to resolve issues.
- Help customers understand rights and express concerns with clear, respectful communication.
- Apply Microsoft Office, Zendesk administration, and knowledge base management to support consistent service delivery.
Administrative Coordinator
Arrow Strategies
Remote
01.2023 - 06.2026
- Managed administrative records for Blue Cross Blue Shield and updated Salesforce entries to keep client information organized and current.
- Coordinated daily correspondence across phone and email channels to support timely follow-up on open requests.
- Prepared documents, logs, and status updates for internal review using Microsoft Office applications.
- Tracked open issues and followed up with employers and agents regarding insurance coverage for employees.
Care Operations
OPTUMCARE United Health Group
Remote
07.2021 - 11.2022
- Analyzed customer trends to recommend efficient resolution options and improve response quality.
- Resolved complaints by providing appropriate solutions and alternatives within required timeframes.
- Corrected client issues first time within established limits to reduce repeat follow-up.
- Built and maintained a knowledge base of articles to support informed service across the team.
- Documented updates in Salesforce and ticketing systems to keep case details current and accessible.
Tax Specialist
AMROCK
Detroit, MI
04.2017 - 06.2021
- Updated client tax certifications tied to home loans for Amrock title and Rocket Mortgage files.
- Contacted county treasurer departments to verify property tax details and resolve outstanding balance questions.
- Reviewed client documents to confirm certification eligibility and support accurate tax processing decisions.
- Disbursed approved checks to county treasurers after loan approval to satisfy property tax balances.
- Recorded customer support interactions using defined tools and maintained organized case documentation for follow-up.
Customer Service Agent
Prosper
Troy, MI
02.2013 - 03.2017
- Handled 60 inbound customer calls daily regarding personal loan inquiries and account details.
- Supported customers with account services, statements, and balances through clear phone and email communication.
- Documented customer interactions in ticketing systems and maintained accurate records using Microsoft Office.
- Applied problem-solving and critical thinking to resolve account questions and support accurate banking updates.
Education
Associate of Arts - business administration
Wayne County Community College
Detroit, MI12.2023
High School Diploma -
Southfield High
Southfield, MI06.2010
Skills
- Microsoft Office
- Salesforce
- Zendesk
- Data entry
- Written communication
- Problem solving
- Critical thinking
- Customer communication
- Email support
- Phone support
Timeline
Customer Support Advocate
True Link Financial
03.2023 - Current
Administrative Coordinator
Arrow Strategies
01.2023 - 06.2026
Care Operations
OPTUMCARE United Health Group
07.2021 - 11.2022
Tax Specialist
AMROCK
04.2017 - 06.2021
Customer Service Agent
Prosper
02.2013 - 03.2017
High School Diploma -
Southfield High
Associate of Arts - business administration
Wayne County Community College