Kerry Mallon
Portland,OR
Summary
Multiple years in customer support across a broad range of industries; call management skills honed by repeat initial responder roles; with a doggedness for getting to the bottom of things. Ready, reliable, and resourceful.
Overview
28
28
years of professional experience
Work History
Inbound Systems Support
Amazon
Gates, NY
12.2023 - 08.2024
- Creating and resolving tickets of inquiry as to product concerns, vendor issues, and consumer returns within a variety of categories; namely hazmat, problem solve, damage, destruction, and/or transit/delivery prep solutions
- Meeting or exceeding standards per hour on quantity and quality of set tasks with minimal oversight
- Navigating a panoply of databases to obtain the answers required to resolve all tickets within appropriate deadlines.
Counseling & Attendance Admin
Brockport Central School District
Brockport, NY
10.2021 - 06.2023
- Managing multiple communications via phone, fax, email, and mail; scheduling ad hoc meetings between staff, parents, and students including annual parent teacher conferences
- Utilizing Infinite Campus and other applications to derive and maintain accurate attendance record keeping; monitoring and certifying grading processes; generating periodic and ad hoc district reports, issuing student work permits per NY state guidelines
Regional Test Scorer/IT Support
Pearson Education
Iowa City, IA
01.2015 - 08.2015
- Scoring standardized tests for multiple grade levels, subjects, and school districts across the nation utilizing pre-established rubrics
- Providing IT support on all platforms/software utilized by remote standardized test scorers via phone and chat room environments.
Substitute Teacher/Paraeducator
Iowa City Community School District
Iowa City, IA
03.2011 - 01.2014
- Facilitation of all classroom education and activities
- Teaching of core curriculum material
- Monitoring progress and behaviors of a diverse student body including special education
- Conducting standardized testing in a variety of settings.
Medicare Call Center Specialist
Vangent (now General Dynamics)
Coralville, IA
09.2010 - 03.2011
- Answering calls for the 1-800 Medicare line
- Assisting Medicare subscribers to enroll in supplemental insurance, as well as manage their Medicare coverage
- Advising and referring callers in regards options, information sources, and third party providers
- Navigating health issues and concerns of an elderly population with patience and understanding to meet their needs in the medical and pharmaceutical fields.
Fraud Detection Specialist
Wells Fargo Cards Services
West Des Moines, IA
01.1997 - 12.2005
- Monitoring activity on all credit and debit accounts across the entire portfolio for fraud patterns
- Managing inbound and outbound call activity to verify and freeze fraudulent behaviors
- Mitigating losses via a variety of transaction control measures, contacting/communicating with customers to confirm fraud type and resolve monetary access
- Working with a variety of third parties to determine fraud origins, suspects and performing regular account autopsies for best practices
Education
B.A. - English Literature
University of Iowa
05.2009
Skills
- MS Office Suite/Google equivalent
- Extensive software application/operating platform experience
- Expert customer service resolution
- Remote IT troubleshooting
- Proficient communicator
- 60 wpm
References
References provided upon request
Timeline
Inbound Systems Support
Amazon
12.2023 - 08.2024
Counseling & Attendance Admin
Brockport Central School District
10.2021 - 06.2023
Regional Test Scorer/IT Support
Pearson Education
01.2015 - 08.2015
Substitute Teacher/Paraeducator
Iowa City Community School District
03.2011 - 01.2014
Medicare Call Center Specialist
Vangent (now General Dynamics)
09.2010 - 03.2011
Fraud Detection Specialist
Wells Fargo Cards Services
01.1997 - 12.2005
B.A. - English Literature
University of Iowa
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