Nicholaus Kelly
Albany
Summary
Motivated professional with 15+ years experience who excels at attention to detail and customer support. Specializes in tech troubleshooting and fast paced customer service. Committed to delivering high quality results with little supervision that can also collaborate in team environments. Resourceful and dedicated with great communication skills.
Overview
16
16
years of professional experience
Work History
Customer Advocate
Safelite Auto Glass
02.2023 - 03.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Ordered and recieved parts
- Key holder
- Daily accounting and deposits
- Provided timely support during high-traffic periods, ensuring all customers received prompt assistance and resolution of issues.
Patient Registration Associate
Trinity Health
08.2022 - 01.2023
- Set up patients in system by documenting key data, confirming eligibility and verifying insurance benefits.
- Identified non-participating and out-of-network insurance plans and worked with patients and providers to address situations.
- Collected, organized and entered patient data into medical systems.
Solutions Specialist
Verizon Wireless
09.2014 - 10.2018
- Provided one on one, tailored customer service in a fast paced, high volume environment
- Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.
- Improved overall progress through working closely with staff members and streamlining processes.
- Awarded Mentor/Ambassador for Motorola Products
- Awarded various recognition for customer satisfaction, revenue, percent to quota, etc.
Customer Support Specialist
Autotask
06.2012 - 06.2013
- Customer support in technical call center troubleshooting software/program guidance
- Routinely exceeded call handling quotas, resolution ratios and average call time goals
- Diagnose, troubleshoot and resolve software and connectivity issues by asking probing questions, researching, analyzing and solving problems
- Partnered with help desk associates in various countries to resolve complex problems that required escalation
- Provided detailed descriptions of issues in trouble ticket system and followed up to ensure quick and dependable resolutions
- Maintained patience and positive attitude dealing with frustrated users
Specialist/Back of House Specialist
Apple Inc
01.2008 - 02.2010
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Associate - Applied Science: Environmental Science
Hudson Valley Community College
Troy, NY2006
Skills
- MS Office Proficiency
- Account Management
- Data Entry
- Business Opportunity Development
- Customer Service Expertise
Timeline
Customer Advocate
Safelite Auto Glass
02.2023 - 03.2024
Patient Registration Associate
Trinity Health
08.2022 - 01.2023
Solutions Specialist
Verizon Wireless
09.2014 - 10.2018
Customer Support Specialist
Autotask
06.2012 - 06.2013
Specialist/Back of House Specialist
Apple Inc
01.2008 - 02.2010
Associate - Applied Science: Environmental Science
Hudson Valley Community College
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