Renee Yelverton
Louisville,KY
Summary
Seeking an opportunity to lead and provide support while delivering exceptional customer service and resolving technical issues effectively.
Overview
12
12
years of professional experience
Work History
Sr. Service Desk Operations Leader (L5)
YUM Support Center Pizza Hut Connect
08.2022 - Current
- Leads a team of 10-15 direct reports
- Conducts monthly 1on1s with direct reports, reviewing performance and career objectives
- Provides consistent coaching and development strategies for analysts to achieve departmental goals
- Provides support and guidance for employee career growth
- Assists in writing and administering annual performance evaluations and IDPs
- Manages flow of day-to-day Service Desk operations
- When tasked, provide daily leadership and guidance to achieve established Service Desk performance objectives
- Demonstrates and encourages others to embrace the company culture
- Oversee escalations, to ensure that issues are being handled in a timely manner
- Handles Supervisor escalations
- Demonstrates proficiency in all the accountabilities of the Service Desk Analyst positions
- Escalates problem tickets within department guidelines when unable to resolve
- Displays expert understanding of supported hardware and software, as well as any corresponding operational procedures
- Skilled in defusing confrontational interactions and serving as an escalation point for Service Desk Analysts
- Attends weekly leadership meeting and quarterly reviews/Analyst calibrations
- On call for leadership
- Conduct team outings
- Corporate card expenditure management
Service Desk Operations Leader (L4)
YUM Support Center Pizza Hut Connect
11.2021 - 08.2022
- Led a team of 5 direct reports
- Conducted monthly 1on1s with direct reports, reviewing performance and career objectives
- Provided consistent coaching and development strategies for analysts to achieve departmental goals
- Provided support and guidance for employee career growth
- Assisted in writing and administering annual performance evaluations and IDPs
- Managed flow of day-to-day Service Desk operations
- When tasked, provide daily leadership and guidance to achieve established Service Desk performance objectives
- Demonstrated and encouraged others to embrace the company culture
- Oversaw escalations, to ensure that issues were being handled in a timely manner
- Handled inbound events (40-50% of productivity was inbound calls)
- Demonstrated proficiency in all the accountabilities of the Service Desk Analyst positions
- Handled Level 1 inbound calls/chats and accurately log interactions within the company's incident management system
- Conducted appropriate diagnosis/troubleshooting to resolve known conditions
- Escalated problem tickets within department guidelines when unable to resolve
- Maintained an intermediate understanding of supported hardware and software, as well as any corresponding operational procedures
- Capable of defusing confrontational interactions and serving as an escalation point for Service Desk Analysts
- Attended weekly leadership meeting and quarterly reviews/Analyst calibrations
- On call for leadership
Systems Specialist (Sr SD Ops Analyst L4)
YUM Support Center Pizza Hut Connect
02.2020 - 02.2021
- Provided expert technical support to level 1 frontline calls, tickets, chats, and alerts
- Assisted the team with the prompt daily handling of 400-600 Level 1 inbound calls (60% of productivity was inbound calls)
- Exhibited proficient knowledge and understanding of system software and hardware as well as operational procedures
- Adhered to company policies and encouraged peers to do the same
- Displayed proficiency with ticketing system to open/close tickets while meeting the SLA & ASA goals set by leadership
- Assisted with Alerts and Self-Service Incidents
- Followed up on dispatched tickets
- In addition to ordering own hardware, was a member of the Hardware Review Team
- Lived and led the culture, modeled best practices and behavior, while encouraging and recognizing others growth and contributions
- Was a member of the Hot News Team (providing pertinent messages needed to accurately support individual stores/franchises)
- Assisted leadership on call reduction projects
- Team Captain (Floor Lead) when leadership wasn't present
- Mentored L1 Analysts (NE3/NE4) and conducted one on one meetings
- Assisted with the restructuring of hardware review/bios documents
- Collaborated with leadership on various ways to garner feedback from the team
Service Desk Operations Analyst (L3)
YUM Support Center Pizza Hut Connect
12.2019 - 02.2020
- Provided expert technical support to level 1 frontline calls, tickets, chats, and alerts
- Assisted the team with the prompt daily handling of 400-600 Level 1 inbound calls (75% of productivity was inbound calls)
- Exhibited knowledge and understanding of system software and hardware as well as operational procedures
- Adhered to company policies and encouraged peers to do the same
- Displayed proficiency with ticketing system to open/close tickets while meeting the SLA & ASA goals set by leadership
- Assisted with Alerts and Self-Service Incidents
- Followed up on dispatched tickets
- In addition to ordering my own hardware, was a member of the Hardware Review Team
- Lived the culture and modeled best practices and behavior
- Was a member of the Hot News Team (providing pertinent messages needed to accurately support individual stores/franchises)
- Assisted leadership on call reduction projects
- Team Captain (Floor Lead) when leadership wasn't present
Sr. Service Desk Analyst (NE4)
YUM Support Center Pizza Hut Connect
10.2018 - 12.2019
- Provided intermediate level technical support to level 1 frontline calls, tickets, chats, and alerts
- Assisted the team with the prompt daily handling of 400-600 Level 1 inbound calls (85% of productivity was inbound calls)
- Exhibited knowledge and understanding of system software and hardware as well as operational procedures
- Adhered to company policies and encouraged peers to do the same
- Cultivated new team members with onboarding/cross training
- Escalated problem tickets within department guidelines when unable to resolve
- Displayed proficiency with ticketing system to open/close tickets while meeting the SLA & ASA goals set by leadership
- Assisted with Alerts and Self-Service Incidents
- Followed up on dispatched tickets
- In addition to ordering own hardware, was a member of the Hardware Review Team
- Lived the culture and modeled best practices and behavior
Jr. Service Desk Specialist (NE3)
YUM Support Center Pizza Hut Connect
05.2017 - 10.2018
- Provided technical support to level 1 frontline calls, tickets, chats, and alerts
- Assisted the team with the prompt daily handling of 400-600 Level 1 inbound calls (90% of productivity was inbound calls)
- Exhibited knowledge and understanding of system software and hardware as well as operational procedures
- Adhered to company policies
- Cultivated new team members with onboarding/cross training
- Escalated problem tickets within department guidelines when unable to resolve
- Displayed accuracy and understanding of ticketing system to open/close tickets while meeting the SLA & ASA goals set by leadership
- Triaged P1 phone calls
- Assisted with Alerts and Self-Service Incidents
- Followed up on dispatched tickets
- Ordered own hardware
Contractor, Help Desk Analyst
YUM Support Center Pizza Hut Connect
07.2016 - 05.2017
- Handled Level 1 inbound calls
- Demonstrated basic understanding of system software, hardware, Pizza Hut store operational procedures, and ticketing system to open/close tickets
- Escalated problem tickets within department guidelines when unable to resolve
Cust Relations Coordinator for Internet/Phone Services
Charter Communications
10.2014 - 01.2015
- Conducted analysis, troubleshooting, and account payments/adjustments for Charter cable/phone/internet customers
- Established and maintained professional and positive relationships with customers on behalf of Charter and ensured issues were addressed consistently with company policies and practices
- Effectively addressed customer questions, complaints, and concerns
- Facilitated customer issue escalations to local management/support as required
- Accurately documented customer account records based on actions taken
Customer Assistant (DSL Technical Support)
AT&T
06.2012 - 08.2014
- Answered and directed incoming calls to various departments (Triage)
- Provided technical and network problem resolution to end-users subscribed to AT&T - by probing to ensure proper problem diagnosis while guiding users through step-by-step solutions
- Gathered customer's information and maintained concise case notes for follow up/review
- Diagnosed and resolved technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
- Worked with third-party vendors and affiliated groups to troubleshoot and restore customer's internet service
Skills
- Leadership
- Problem-solving
- Customer service
- Technical troubleshooting
- Empathy
Timeline
Sr. Service Desk Operations Leader (L5)
YUM Support Center Pizza Hut Connect
08.2022 - Current
Service Desk Operations Leader (L4)
YUM Support Center Pizza Hut Connect
11.2021 - 08.2022
Systems Specialist (Sr SD Ops Analyst L4)
YUM Support Center Pizza Hut Connect
02.2020 - 02.2021
Service Desk Operations Analyst (L3)
YUM Support Center Pizza Hut Connect
12.2019 - 02.2020
Sr. Service Desk Analyst (NE4)
YUM Support Center Pizza Hut Connect
10.2018 - 12.2019
Jr. Service Desk Specialist (NE3)
YUM Support Center Pizza Hut Connect
05.2017 - 10.2018
Contractor, Help Desk Analyst
YUM Support Center Pizza Hut Connect
07.2016 - 05.2017
Cust Relations Coordinator for Internet/Phone Services
Charter Communications
10.2014 - 01.2015
Customer Assistant (DSL Technical Support)
AT&T
06.2012 - 08.2014
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