Summary
Overview
Work History
Education
Skills
Affiliations
Training
Timeline
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Tela Kelly

Tela Kelly

Lawrenceville,Georgia

Summary

Resourceful and efficient professional with a history of providing exceptional customer service and technical support. Knowledgeable in a wide range of software applications, hardware components, and network protocols. Highly organized and able to manage multiple tasks while remaining calm under pressure.

Overview

9
9
years of professional experience

Work History

Social Media Manager

HauteLantaPr
04.2021 - Current
  • Build and execute social media marketing strategies using Facebook and Instagram Algorithm
  • Generate, edit, publish and share content daily
  • Track and analyze analytic reports to gain insight on traffic, demographics, and effectiveness

Internal Support Specialist

Wells Fargo Travel
06.2022 - 08.2023
  • Serve as a subject matter expert for travel products including Air, Car, and Hotel
  • Utilized GDS software to perform ticket exchanges, upgrades, refunds, and communicate ticket fare rules
  • Demonstrate the ability to work collaboratively with airlines to resolve customer issue and inquiries
  • Collaborate with other departments to troubleshoot and deescalate issues

IT Support Specialist

Medtronic
05.2019 - 11.2020
  • Implemented security measures to protect sensitive information from unauthorized access.
  • Assisted in the development and updating of technical documentation and support guides.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.

Senior Customer Service Representative

Securian Financial
04.2018 - 04.2019
  • Handle escalated calls regarding customer concerns, issues, and complaints via phone and email.
  • Facilitate training sessions on trending, concerning topics.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Provided product information and answered questions regarding features, pricing plans.

Customer Service Coach

The Right Staff
09.2016 - 03.2018
  • Organize meetings and generate reports for agent metrics.
  • Used tactile leadership styles to de-escalate calls and improper agent behavior.
  • Work independently developing PowerPoints and soft skill guides for training.
  • Facilitated call control and call de-escalation training.
  • Suggested and offered specific training programs to help workers maintain or improve job skills.

Education

Global Distribution System TravelPort -

Global Distribution System
Alpharetta, GA
06.2022

Genesys Works Tech Program -

Genesys Works
St. Paul, MN
06.2010

Skills

  • Call Management
  • Incident Management
  • Remote Support
  • Ticket Management
  • Critical Thinking
  • SLA Compliance
  • Performance Monitoring
  • Escalation Handling
  • Online Chat Support
  • Social media strategy
  • Brand management
  • Training and development

Affiliations

  • SPNN Film Producer of the year award, Saint MN 2016
  • NDC Plan It Training Class for entrepreneurs, Saint Paul MN 2015

Training

  • Genesys Works Tech Program, St. Paul, MN, 06/01/10
  • Global Distribution System TravelPort, Alpharetta, GA, 06/01/22

Timeline

Internal Support Specialist

Wells Fargo Travel
06.2022 - 08.2023

Social Media Manager

HauteLantaPr
04.2021 - Current

IT Support Specialist

Medtronic
05.2019 - 11.2020

Senior Customer Service Representative

Securian Financial
04.2018 - 04.2019

Customer Service Coach

The Right Staff
09.2016 - 03.2018

Global Distribution System TravelPort -

Global Distribution System

Genesys Works Tech Program -

Genesys Works

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Tela Kelly