Madeline Kelly
Lincoln,NE
Summary
Extroverted workaholic looking to make the world a better place. At my best when lifting others up and thrive in places where help is always needed. The glass is always full, unless there is ice, then I am chewing it.
Overview
6
6
years of professional experience
Work History
Lead Customer Support Specialist
NRC Health
01.2024 - Current
- Worked swiftly in a fast-paced, market leading SaaS company environment, serving customers in patient experience and reputation management industries.
- Completed client inquiries with technical support during their beginning to end journey with NRC throughout initial implementation of a customer’s location data, to ongoing maintenance of how their data appears live on the web.
- Monitored CRM software and all Customer Support ticket triage. I successfully handled high ticket queue volumes and work with my team to ensure SLA’s were met ahead of target dates.
- Developed and fostered successful technical solutions both for internal team members and external clients.
Account Coordinator
NRC Health
07.2021 - 01.2024
- Project manager for three teams with a book of business valued at $6.9 million. I built strong, strategic relationships between NRC Health and stakeholders of large health systems.
- Ensured all deliverables were provided to customers by agreed upon date. Held team members accountable for their deliverables.
- Supported our business executives in planning initiatives aimed at growing existing accounts or acquiring new business opportunities.
- Administered standing calls with customers to discuss our ongoing projects together.
Support Intern
Hudl
05.2021 - 08.2021
- Enhanced user experience by providing clear, concise technical support and empathetic assistance.
- Thrived on the front lines through direct consultation with coaches of sports teams nationwide.
- Learned and applied several information technology support techniques to ensure that products were performing as expected.
- Served as liaison between clients and technical teams, ensuring timely resolution of complex issues.
Guest Services Representative
Embassy Suites
01.2018 - 03.2021
- Responded to guest inquiries, sales leads, and special requests to guarantee hotel satisfaction.
- Resolved guest complaints diplomatically to maintain positive property reputation and high customer satisfaction rates.
- Coordinated successful projects with our Sales Team to ensure that top revenue guests had optimal support and received highest value we provided during their stays.
- Collaborated with hotel management and accounts receivable to ensure timely payments and accurate recordkeeping
Education
Associate of Applied Science - Cybersecurity
Southeast Community College
Remote, NE05.2025
Bachelor of Arts - Psychology, Spanish
University of Nebraska - Lincoln
Lincoln, NE08.2021
Skills
- Account Management
- Microsoft Suite (Excel, Powerpoint, Word, OneNote0
- Ticketing management software (JIRA, Shortcut)
- SQL
- Bilingual Customer Support (Spanish)
- Project Management
In my spare time, you can find me hiking, reading, or volunteering at The Cat House.
Lincoln's one of a kind volunteer-run cat shelter
Languages
Spanish
Full Professional
Timeline
Lead Customer Support Specialist
NRC Health
01.2024 - Current
Account Coordinator
NRC Health
07.2021 - 01.2024
Support Intern
Hudl
05.2021 - 08.2021
Guest Services Representative
Embassy Suites
01.2018 - 03.2021
Associate of Applied Science - Cybersecurity
Southeast Community College
Bachelor of Arts - Psychology, Spanish
University of Nebraska - Lincoln
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