Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Melanie Wells

Melanie Wells

Hodgenville,KY

Summary

Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, and Mac systems. Proven skill in resolving problems quickly on first call.

Overview

27
27
years of professional experience

Work History

Office Administrator

EXIT Realty Heartland
Eizabtehtown, Kentucky
01.2022 - Current
  • Interacted with customers by phone, email or in-person to provide information.
  • Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
  • Coordinated communications, registration, recordkeeping and other administrative functions.
  • Delivered clerical support by handling range of routine and special requirements.
  • Evaluated office documentation to check accuracy and complete missing pieces, avoiding delays and maximizing team productivity.
  • Assisted with coordination and hosting of company events.

Help Desk Support Coordinator

Bluegrass Cellular
Magnolia, Kentucky
08.2004 - 01.2011
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.

Team Manager

Sykes Enterprises, Incorporated
Hazard, KY
04.1997 - 05.2003
  • Led employee relations through effective communication, coaching, training and development.
  • Evaluated employee performance on a daily basis and coached and trained from 30+ at a time, team members, increasing quality of work and employee motivation.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
  • Identified and corrected deficient performance and behaviors to achieve maximum productivity.
  • Monitored incoming calls and provided feedback to 30 associates to improve quality of service.
  • Met with clients to maintain communication to enhance teams' execution on new products.
  • Developed and delivered new hire transition training and quality assurance programs, increasing new-hire retention 80%.
  • Monitored incoming calls and provided feedback to 30 associates to improve quality of service.

Professional Photographer

Self -Employed
Hodegenville , KY
2009 - Current
  • Used image processing algorithms to reduce motion blur and enhance color, contrast and light range.
  • Photographed high-quality images for various print and digital projects.
  • Determined and adjusted subject position, props and lighting equipment while selecting camera angles to optimize final product.
  • Digitally edited photos to enhance appearance.
  • Leveraged camera gear and equipment to express creative vision.
  • Provided excellent customer service and account regulation, strengthening client relations and boosting revenue.
  • Selected and set up appropriate props, backdrops and lighting.
  • Planned and prepared for on-location and studio shoots.
  • Edited, toned, captioned and uploaded photographs for publication.
  • Displayed portfolio to show off best work to potential clients and promote skills and value.
  • Took photos from different angles and perspectives to capture perfect images.
  • Developed long and short-term business needs while driving customer feedback for process improvements.
  • Leveraged mechanical mounting systems to improve focus and image stability.
  • Managed correspondence with clients, documented interactions and tracked data transfers with manual and automated strategies.
  • Archived photographs on computers and servers.
  • Managed and organized photo database using consistent naming conventions and key-wording for search optimization.
  • Completed complex photo shoots at indoor and outdoor venues.
  • Offered image proofs to help clients choose best photos from shoot.
  • Experimented with different lighting effects to deliver unique images.

Education

Associate of Arts - Automotive Technology

Surry Community College
Dobson, NC
06.1996

Skills

  • Staff Training
  • Inbound Phone Call Handling
  • Employee Motivation
  • Problem-Solving Techniques
  • Team Management
  • Office Management
  • Office Reception
  • Computer Operating Systems
  • Call Transfers
  • Office Supplies and Inventory
  • Friendly and Relatable
  • Confidence and Drive

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

It is never too late to be what you might have been.
George Eliot

Timeline

Office Administrator

EXIT Realty Heartland
01.2022 - Current

Professional Photographer

Self -Employed
2009 - Current

Help Desk Support Coordinator

Bluegrass Cellular
08.2004 - 01.2011

Team Manager

Sykes Enterprises, Incorporated
04.1997 - 05.2003

Associate of Arts - Automotive Technology

Surry Community College

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Melanie Wells