KELSEY LEWIS
Technical Support Specialist
Charlotte,NC
Summary
Detail-orientated Technical Support Lead with extensive experience in telecommunications, management and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Lead Technical Support Specialist
Verizon Wireless Corporation
12.2016 - Current
- Increased first-call resolution rates by continually updating internal documentation with relevant troubleshooting steps.
- Maintained strong relationships with clients through regular follow-ups, managing expectations, and addressing ongoing needs.
- Conducted root cause analysis of recurring problems to identify long-term solutions and prevent future occurrences.
- Streamlined ticket resolution process for increased efficiency in resolving client concerns.
- Served as an escalation point for complex technical issues, leveraging expertise to resolve challenges quickly and effectively.
Bank Teller Lead
Fifth Third
01.2015 - 12.2016
- Successfully trained and onboarded over 20 new tellers, enhancing team performance and service quality.
- Implemented a new cash handling procedure that reduced discrepancies by 30%.
- Consistently achieved a 95% customer satisfaction rating through effective problem-solving and service delivery.
- Led a team that processed over 10,000 transactions monthly with minimal errors.
- Streamlined the audit process, reducing time spent on audits by 20%, while maintaining accuracy.
- Collaborated with the sales team to identify and refer potential sales opportunities, contributing to a 15% increase in branch revenue.
Education
Master of Science - Human Resource Management
Strayer University
Charlotte, NC 12.2018 - 05.2020
Bachelor of Science - Business Management
Wright State University
Dayton, OH 08.2012 - 04.2016
Skills
Microsoft PowerPoint
Excel
Google Suits
Adobe Creative Suite
PowerPoint
Strong Verbal and Written communication skills
Coaching and Mentoring
Customer Service
Organizational Skills
Time Management
Languages
English
References
Available on request
Timeline
Master of Science - Human Resource Management
Strayer University
12.2018 - 05.2020
Lead Technical Support Specialist
Verizon Wireless Corporation
12.2016 - Current
Bank Teller Lead
Fifth Third
01.2015 - 12.2016
Bachelor of Science - Business Management
Wright State University
08.2012 - 04.2016
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