Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
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MADISON BERRETT

Riverton,UT

Summary

Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

11
11
years of professional experience
1
1
Certification

Work History

FC Associate

Amazon
02.2023 - Current
  • Followed procedures at all times for personal and team safety.
  • Unloaded deliveries into warehouse and arranged contents in designated storage areas.
  • Maintained compliance with company safety policies and called violations to attention of management.
  • Evaluated merchandise for irregularities, flaws or damage prior to packing.
  • Disposed of damaged or defective items or coordinated returns to vendors for covered items.
  • Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.

Technical Support Analyst

Connect Financial Software Solutions
05.2021 - 06.2024
  • Provided frontline critical support for mobile and online banking applications to dedicated clients
  • Assisted with implementing new features and applications and kept management and project management informed on progress
  • Undertook technical maintenance of various database systems and internet information systems
  • Streamlined repair processes and updated procedure documents for support action consistency
  • Designed and implemented a starter training program to onboard new hires to work independently in a reduced time frame
  • Authored technical requirement documentation to suit business goals and technological limits.

Resource Deployment Manager

Dell Technologies
02.2015 - 04.2021
  • Acted as a liasion between the company's customers/partners and our technical teams to ensure timely resolution of customer needs
  • Managed multi-step projects through incident life cycle to completion while working under strict deadlines
  • Communicated progress on projects both to customers and internal teams; used judgment in escalating issues when needed
  • Reviewed and analyzed service requests and inquiries to nurture customer relationships on every interaction
  • Collaborated with internal cross-functional teams, including leaders at all levels
  • Created and improved documented processes and procedures for case handling
  • Maintained accurate customer data including account and device information, product portfolio, and contract statuses.

Senior Customer Service Associate

Kohl's Department Stores, Inc
07.2013 - 12.2016
  • Resolved customer service issues using company processes and policies and provided updates to customers
  • Greeted customers and listened closely to problems described to determine solutions
  • Took cash and credit card payments via phone, in person and through email
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.

Customer Service Representative

Verizon Wireless
01.2014 - 01.2015
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Answered constant flow of customer calls with minimal wait times
  • Responded to customer requests for products, services and company information.

Education

Bachelor of Science in Information Systems -

Utah Valley University
Orem, UT
05.2026

Associate of Science in Business - undefined

Salt Lake Community College
Salt Lake City, UT
08.2020

Skills

  • Technical Issue Analysis
  • Escalation Management
  • Verbal and Written Communication
  • Project Coordination
  • Employee Training and Development
  • Documentation Development
  • Shipment Preparation
  • Quality Control

Certification

Information Technology Infrastructure Library (ITIL) v3 Foundations

Accomplishments

  • Established an employee resource group called Family Balance at the Utah site for Dell Technologies and then was promoted to the North America Communications Lead.
  • Led team to achieve a 99% compliance on device records for all North America divisions, earning recognition from senior management.
  • Recipient of individual and departmental awards for providing stellar client service.

Timeline

FC Associate

Amazon
02.2023 - Current

Technical Support Analyst

Connect Financial Software Solutions
05.2021 - 06.2024

Resource Deployment Manager

Dell Technologies
02.2015 - 04.2021

Customer Service Representative

Verizon Wireless
01.2014 - 01.2015

Senior Customer Service Associate

Kohl's Department Stores, Inc
07.2013 - 12.2016

Associate of Science in Business - undefined

Salt Lake Community College

Bachelor of Science in Information Systems -

Utah Valley University

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MADISON BERRETT