MARY MALONE BROWN
Customer Relations
Chicago,IL
Summary
Detail-oriented professional with exceptional communication and project management skills, adept at thriving in fast-paced environments while effectively managing multiple tasks. Recognized for a proactive approach to identifying and resolving issues, with a strong focus on optimizing processes and supporting team objectives. Results-driven achiever with a proven track record of exceeding targets and driving success, combining strategic thinking with hands-on experience to deliver impactful solutions. Committed to enhancing organizational performance through innovative problem-solving and collaboration, leveraging strong analytical skills and collaborative leadership to streamline processes and lead high-performing teams.
Overview
2026
2026
years of professional experience
Work History
Help Desk Supervisor
HeiTech Services / Dept of Labor
2021 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Compiled and accurately entered data for each customer encounter to record in system.
- Recruited, trained and supported help desk technicians and representatives.
- Documented support interactions for future reference.
- Managed help desk consisting of twelve employees and conducted performance evaluations.
- Scheduled staff and delivered training materials and information.
- Directed staff of fifteen members at enterprise help desk.
- Streamlined help desk processes, enhancing overall efficiency and productivity.
- Reduced response times with effective prioritization of support tickets and resource allocation.
- Conducted regular performance reviews for team members, identifying strengths and opportunities for growth while setting clear expectations for future progress.
- Participated in the recruitment and hiring process for help desk staff, selecting candidates with strong technical aptitude and customer service skills.
- Mentored junior team members in developing their technical expertise and customer service skills.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
Administrative Team Lead
HeiTech Services /Dept of Labor
06.2015 - 2021
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cross-trained existing employees to maximize team agility and performance.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Managed multiple projects simultaneously, consistently meeting deadlines and exceeding expectations for quality.
- Oversaw daily operations of the administrative team, delegating tasks appropriately to maximize productivity and meet key objectives.
- Improved overall office organization by creating an efficient filing system and maintaining accurate records of all documents.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed filing system, entered data and completed other clerical tasks.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
Operational Support Assistant
HeiTech Services / Dept of Labor
2013 - 2015
- Cultivated strong working relationships with clients by delivering personalized service tailored to their specific needs and preferences.
- Managed high call volume, prioritizing cases and providing prompt assistance to customers.
- Adapted quickly to changing priorities while managing daily caseloads efficiently under tight deadlines.
- Developed comprehensive knowledge base articles for internal and external use, reducing support ticket volume.
- Enhanced customer satisfaction by addressing and resolving support inquiries in a timely manner.
- Reduced response times by implementing efficient case management strategies for quicker issue resolution.
Online Service Specialist
Bank of America
2010 - 2013
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
- Collaborated with team members to meet monthly performance targets, contributing to the branch''s success.
- Responded to customer requests for products, services, and company information.
- Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
Education
GED -
Atlanta Technical College
Atlanta, GA04-2007
Skills
- Remote support
- Recordkeeping and reporting
- Process improvement
- Service desk team supervision
- Customer service
- Office management
- Critical thinking
- Administrative support
- Staff training and development
- Employee relations and conflict resolution
- Organizational skills
- Administrative skills
Accomplishments
- Supervised team of 15 staff members.
- Achieved 75% through effectively helping with streamlining daily production.
- Achieved Prioritizing Effectively by completing Quality Control with accuracy and efficiency.
Timeline
Administrative Team Lead
HeiTech Services /Dept of Labor
06.2015 - 2021
Help Desk Supervisor
HeiTech Services / Dept of Labor
2021 - Current
Operational Support Assistant
HeiTech Services / Dept of Labor
2013 - 2015
Online Service Specialist
Bank of America
2010 - 2013
GED -
Atlanta Technical College
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