Summary
Overview
Work History
Education
Skills
Certification
Timeline
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VANESSA OBEN

Katy,Texas

Summary

My administrative goal is to provide exceptional support and influence a significant impact on the company efficiency and performance. And also implement experienced analytical skills and values with excellent project management and leadership skills. Efficiently and accurately inputs high volumes of data into service database while keeping record, filing, updating and coordinate all data reports. Coaching and facilitating leadership style, strong analytical skills and always investigating new ways to improve functional development teams. Certified Scrum Master through Scrum alliance. Five years, receptionist/clerk experience. Performance-driven, applies Agile Project Management knowledge, skills, tools and techniques to deliverables, processes, and systems, facilitates sprint demos, planning, and retrospectives, tracks burn down charts and communicates team velocity and sprint progress. Customer focused, effective mediator and negotiator adept at conflict resolution, self-motivated with excellent stakeholder management, communication and analytical skills, builds and fosters effective alliances, works closely with business and executive leadership. Ability to coordinate cross functional teams.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Technical Support Representative

Chase Bank
08.2023 - Current
  • Assist customers with online banking and mobile app-related issues, including login problems, transaction errors, and system outages.
  • Troubleshoot technical problems with Chase products and services over phone, chat, or email.
  • Provide step-by-step guidance to customers on how to use online banking, mobile banking, and other digital tools.
  • Resolve connectivity and compatibility issues between customer devices and Chase’s platforms.
  • Address security concerns such as account lockouts, fraud alerts, and password resets.
  • Escalate complex technical problems to higher-level support teams when necessary.
  • Maintain accurate records of customer interactions and troubleshooting steps.
  • Educate customers about Chase’s digital features and how to maximize their banking experience.
  • Stay up to date with Chase’s latest banking technology updates and security protocols.
Qualifications & Skills:
  • High school diploma or equivalent (Bachelor’s degree preferred).
  • Previous experience in technical support, customer service, or banking is a plus.
  • Strong knowledge of online banking, mobile apps, and financial technology.
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills.
  • Ability to handle difficult situations with patience and professionalism.
  • Familiarity with troubleshooting techniques for mobile and web applications.
  • Basic understanding of cybersecurity best practices.
  • Ability to work in a fast-paced environment and adapt to new technologies.

Technical Support Representative

AT&T
05.2020 - 06.2023
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.

Shipping/Data Entry Clerk

DAIKEN
04.2018 - 03.2020
  • Recorded all information for each package shipped out and compare the information to an invoice, bill of lading or purchase order
  • Prepared items for shipment by using packing material and standard boxes
  • Determined method of shipment by utilizing knowledge of shipping procedures, rates and routes
  • Attached shipping labels on packed stencils or cartons and identified shipping information on goods, using stenciling equipment
  • Gathered preassembled containers, wooden containers, or cardboard together
  • Stencil, stamp or glue shipping instructions and identified information onto containers or crates
  • Posted shipping charges and weights, and affix postage
  • Inspected and unloaded incoming shipments, did observations for document shortages, refused bad items, and informed the shipper to replace damaged items and correct shortages
  • Forwarded items to different departments
  • Examined outgoing shipments and make sure they conform with specifications
  • Maintained inventory of shipping materials as well as supplies
  • Was responsible for gathering parts in preparation for shipment to include packaging, labeling and staging and directed all aspects of shipping/receiving
  • Carried out product filling, order picking, stocking, and inventory control, shipping and receiving
  • Reported all unsafe working conditions to my supervisor
  • Ensured orders were picked, checked, packed, and shipped accurately, before or on the requested date

Office Assistant

AGILE CONSULTING
01.2017 - 04.2018
  • Entered data for students from different states
  • Answered and redirected calls on service inquiries
  • Send and responded to mails of students on and off the programme
  • Arranged flight and hotel inquiries for trainers
  • Carried out other secretarial duties, such as photocopying, faxing and filing, perform higher level administrative duties including controlling the trainer’s calendar, preparing training sessions, scheduling conference calls
  • Provided support to managers and other office personnel as well as direct communication
  • Attended and represented all company meeting and conferences
  • Effective at listening to, and clarifying and solving problems of students
  • Flexible and able to work for long hours, as well maintaining composure under pressure
  • Maintained and order trainer and trainees’ supplies

Administrative Assistant/Customer Service/Front Desk Rep.

Lone Star Chevrolet
10.2015 - 01.2017
  • Provided general administrative and clerical support including mailing, scanning, faxing and copying to management
  • Maintained electronic and hard copy filing system
  • Open, sort and distributed incoming correspondence
  • Performed data entry and scan documents
  • Managed calendar for Managing Director
  • Assisted in resolving any administrative problems
  • Run company’s errands to post office and office supply store
  • Answered inbound calls from customers regarding their inquiries
  • Prepared and modified documents including correspondence, reports, drafts, memos and emails
  • Scheduled and coordinated meetings, appointments and travel arrangements for Managers
  • Maintained office supplies for department
  • Assisted with project work as directed by Management

Administrative Assistant/Customer Service Rep.

Selmo Photos LLC
07.2014 - 09.2015
  • Answered telephones and gave information to callers, take messages, transfer calls to appropriate individuals
  • Completed forms in accordance with company procedures
  • Composed, typed, and distributed meeting notes, routine correspondence, and reports as well as located and attach files to incoming correspondence requiring replies
  • Greeted visitors and callers, handled their inquiries, and directed them to the appropriate persons according to their needs
  • Mailed newsletters, promotional material, and other information
  • Earned excellent marks on performance reviews, with citations for excellence in areas including work volume, accuracy and quality; ability to learn and master new concepts; positive work ethic; and commitment to providing unsurpassed service
  • Provided administrative support to the office
  • Answered and directed calls
  • Assisted applicants on the telephone and in-person
  • Scheduled appointments
  • Maintained database
  • Handled the responsibility of replying to mails, answering phone calls and greeting visitors
  • Played the role of an office assistant and handled all administrative tasks

Education

Bachelor's degree -

Environmental Science
01.2012

Skills

  • Excellent communication skills
  • Verbal communication
  • Written communication
  • Business management principles
  • Goal-oriented
  • Ability to handle multiple tasks
  • Typing speed of 35 words per minute
  • Phone etiquette
  • Interpersonal skills
  • Strong analytical skills
  • Time management
  • MS Word
  • MS Excel
  • MS Outlook
  • MS PowerPoint
  • Certified Scrum Master
  • Scrum practices
  • Agile practices
  • Collaboration
  • Team accountability
  • Visibility
  • Tracking progress
  • Burn down
  • Velocity
  • Release forecasting
  • Identify impediments
  • Remove distractions
  • Organise scrum ceremonies
  • Facilitate daily stand ups
  • Iteration planning
  • Review retro
  • Empower team
  • Self-organised
  • Technical troubleshooting
  • Product troubleshooting
  • Remote support
  • Customer service expert
  • Call center operations
  • Customer service
  • Issue troubleshooting
  • Active listening
  • Microsoft outlook
  • Network diagnostics
  • Customer success management
  • User support
  • Application support
  • Software installation
  • Data recovery
  • Technical issues analysis
  • Account management
  • Service support
  • Complaint resolution

Certification

Certified Scrum Master, Scrum Alliance, MM/DD/YY

Timeline

Technical Support Representative

Chase Bank
08.2023 - Current

Technical Support Representative

AT&T
05.2020 - 06.2023

Shipping/Data Entry Clerk

DAIKEN
04.2018 - 03.2020

Office Assistant

AGILE CONSULTING
01.2017 - 04.2018

Administrative Assistant/Customer Service/Front Desk Rep.

Lone Star Chevrolet
10.2015 - 01.2017

Administrative Assistant/Customer Service Rep.

Selmo Photos LLC
07.2014 - 09.2015

Bachelor's degree -

Environmental Science

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