Mackenzie Hiatt
Pensacola,FL
Summary
Resourceful MSR known for high productivity and efficient task completion. Skilled in event planning, Digital expertise, and team leadership. Excels in communication, problem-solving, and adaptability. Experienced professional with a strong background in technology-related roles. Proficient in Technical support,. Skilled in problem-solving and helping new hires. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning with excellent time management skills.
Overview
11
11
years of professional experience
Work History
MSR IV
TEKsystems/Navy Federal
07.2023 - 06.2024
- Company Overview: Navy Federal Contractor/FTE
- Provided exceptional member service experiences over the phone
- Well-versed in addressing member inquiries, resolving problems, and providing support in a timely and efficient manner
- Actively involved in assisting new team members with questions or issues
- Proven track record of achieving first call resolution to help members with their concerns
- Full ASAC skills, originating from being a part of the first Zelle pilot group
- Advanced skill in resolving member problems
- Empathy skills praised by management
- Consistently led the team with the highest number of surveys for many months, demonstrating my ability to effectively communicate with members and address their needs
- Navy Federal Contractor/FTE
Para Education/Head of Technology Support
Pensacola Learning Academy
09.2019 - 07.2023
- Responsible for managing student performance and schoolwork
- Consistently monitor classroom behavior and set expectation
- Build positive rapport with my students daily
- Establish strong communication with parents
- Converse and collaborate with other teachers regarding lesson planning and objectives
- Act as technical support and ensure computers and systems are running smoothly
- Responsible for writing lesson plans and facilitating material accurately
- Delegate tasks as necessary to other teachers
- Collaborate collectively as a team
- Possess strong experience with Microsoft programs, Adobe Programs, Group Work, Hardware Configuration, and Application Management
- Experience with Microsoft Teams, Zoom, and online Communication
- Demonstrating positive service to others
Assistant General Manager/Customer Service Consultant
Triple Play Entertainment Center
01.2013 - 08.2019
- Skilled in scheduling appointments, answering phones, and filling customers' requests
- Responsible for all opening and closing procedures
- Positively greeted and interacted with customers daily, ensuring a positive experience
- Completed payments with strong attention to detail
- Monitored and excelled at customer satisfaction
- Successfully held the ability to successfully work with many personalities
- Comfortable managing and operating the Point-of-Sale system
- Excelled with strong communication skills and precise attention to detail
Education
High School Diploma -
Pensacola Learning Academy
AA Degree - Cyber Forensics
Pensacola State College
Skills
- Interacts empathetically and tactfully with team members and provides a safe non-judgemental atmosphere
- Has expertice in building rapport through trust, diplomacy and tact
- Currently demonstares active listening skills and responds to inquiries and requests
- Well-versed in addressing inquiries, resolving problems, and providing support in a timely and efficient manner
- Expert skill in resolving member/customer problems
- Has expert knowledge of Navy Federal Contact Center procedures, policies and practices
Timeline
MSR IV
TEKsystems/Navy Federal
07.2023 - 06.2024
Para Education/Head of Technology Support
Pensacola Learning Academy
09.2019 - 07.2023
Assistant General Manager/Customer Service Consultant
Triple Play Entertainment Center
01.2013 - 08.2019
High School Diploma -
Pensacola Learning Academy
AA Degree - Cyber Forensics
Pensacola State College
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