Mallory Hedrick
Rocky Mount,VA
Summary
Experienced professional with a strong work ethic and dedication to honing personal and professional development at Allstate. Proven track record of implementing systems and practices that streamline productivity, resulting in improved efficiency and cost savings. Skilled at building strong relationships to foster a collaborative work environment conducive to teamwork and effective communication.
Overview
16
16
years of professional experience
Work History
Technology Support Specialist
Allstate Insurance
Roanoke, VA
09.2012 - Current
- Assist independent insurance agents with writing, endorsing, servicing home/auto/umbrella insurance policies.
- Assist independent agents and insureds with web sites for their respective platforms.
- Troubleshoot and fix browser issues, application issues, login issues, and technology issues experienced while using Allstate platforms.
- Using LivePerson and Amazon Connect chat programs to communicate with agents and insureds.
- Developed user-friendly training materials to facilitate quick adoption of new technologies among team members and clients alike.
- Trained all team members on Amazon Connect chat and LivePerson chat programs.
- Trained 3rd party team members on job functions.
- Managed incident ticketing system effectively, prioritizing urgent requests and escalating critical issues when necessary.
- Provided exceptional support during high-profile projects, contributing expertise on technology requirements and implementation strategies while meeting tight deadlines.
- Evaluated emerging technologies for potential incorporation into company systems, staying abreast of industry trends to maintain competitive advantages in service offerings.
- Served as a liaison between management and technical staff, translating complex concepts into actionable plans for non-technical stakeholders.
- Conducted regular system audits to ensure compliance with company policies and industry regulations, mitigating risk factors where needed.
- Streamlined communication between technical teams and end-users, fostering a positive work environment for all parties involved.
- Maintained comprehensive documentation of IT processes, updates, and troubleshooting procedures to streamline future problem resolution efforts.
- Optimized technology support by providing timely and effective troubleshooting for hardware and software issues.
- Improved network performance through diligent monitoring of systems metrics, identifying bottlenecks early on before they could escalate into larger issues.
- Enhanced customer satisfaction with prompt resolutions to technical inquiries via chat, phone, email, or in-person assistance.
- Used ticketing systems to manage and process support actions and requests.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
Office Manager
Manitowoc
Salem, VA
05.2008 - 09.2012
- Printed and provided pick tickets for warehouse daily
- Scheduled freight pick up and drop off for warehouse daily
- Prepared shipping labels and assigned freight pickups for outgoing deliveries
- Scheduled office meetings and assignments
- Input payroll details based off warehouse time cards.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
Education
High school diploma -
Franklin County High School
Rocky Mount, VA06.2002
Skills
- Software Troubleshooting
- Microsoft Windows (Word, Excell, PowerPoint, Suite, etc)
- Desktop Support
- Help Desk
- VPN
- Technical Support
- Network Support
- Operating Systems
- Information Security
- Microsoft Office
- Live chat
- Amazon Connect
- Avaya
- Multitasking
- Time management
- Workday
- Team development
- Organizational skills
- Schedule management
- Typing
- Project coordination
- ServiceNow
- Document management
- Zoom
- Microsoft Teams
- Data Entry
- Customer Service
- Article/Document Writing
- Problem Solving
- Active Directory Management
- Ticketing system proficiency
- Remote Desktop Support
- Software Installation
- Incident Management
- IT Security Management
- Call Center Operations
- Hardware upgrades
- Business Development
- Staff education and training
- Videoconferencing
- Attention to Detail
Personal Information
Relocation: Anywhere
Timeline
Technology Support Specialist
Allstate Insurance
09.2012 - Current
Office Manager
Manitowoc
05.2008 - 09.2012
High school diploma -
Franklin County High School