Mitchell Gillean
Sand Lake,MI
Summary
Customer service professional with strong technical background and team leadership experience seeking to transition into IT Help Desk. Combining technical expertise from IT certification, hands-on computer experience, and proven track record in team management, process optimization, and customer service. Skilled in explaining complex concepts and managing systematic operations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Collections Agent /Call Center Customer Service Representative
Fifth Third Bank
03.2023 - Current
- Handle 50+ daily customer interactions, maintaining 95% satisfaction rate while resolving complex account issues
- Utilize multiple banking and CRM systems simultaneously while providing real-time support
- Troubleshoot and resolve digital banking platform issues for customers
- Document all customer interactions in internal systems with 100% accuracy
- Recognized for ability to de-escalate challenging situations and find win-win solutions
Security Officer
Dk Security
06.2016 - 11.2022
- Monitored and maintained security systems including CCTV and access control software
- Generated detailed digital incident reports using proprietary software
- Coordinated emergency response using various communication systems
Horticultural Manager
Phoenix Farms
04.2017 - 05.2021
- Led and managed a dynamic team of 4-10 employees, providing training and performance oversight
- Implemented and maintained strict Standard Operating Procedures (SOPs) for multiple environments
- Managed complex fertigation systems and environmental controls through automated software
- Tracked and analyzed data across multiple growth cycles to optimize processes and yields
- Coordinated multiple concurrent projects in different stages while maintaining detailed documentation
- Troubleshot and resolved equipment and system issues in real-time to prevent disruptions
Education
No Degree - Information And Computer Systems
Montcalm Community College
Mecosta09-2017
Skills
- Process Management
- Problem Resolution
- Documentation
- Team Leadership
Certification
- Information Technology Certificate - Kent Career Technical Center 2013
- CompTIA A+ certification 2015
Timeline
Collections Agent /Call Center Customer Service Representative
Fifth Third Bank
03.2023 - Current
Horticultural Manager
Phoenix Farms
04.2017 - 05.2021
Security Officer
Dk Security
06.2016 - 11.2022
No Degree - Information And Computer Systems
Montcalm Community College
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