Vicki Banks
Sneads Ferry,NC
Summary
Highly organized and hard working individual looking for a responsible position to gain practical experience in computer networking, systems, and security. Excellent communication and time management skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Defined Benefit Specialist
Fidelity Investments
Durham, NC
12.2011 - 04.2013
- Monitored respective work queues and provided direction to ensure that all aging work items and/or calculations were resolved in conjunction with the service level agreement timeframes
- Managed urgent employee critical issues and acted as a liaison between the client and employee to solve inquires in a one and done manner
- Contacted participants to explain and or resolve participant/client related issues regarding pension benefits
- Processed executed pension documents
Customer Support Specialist
Fidelity Investments
Durham, NC
02.2008 - 12.2011
- Educated customers on alternative self-service communication channels.
- Handled a variety of technical support tasks, including but not limited to troubleshooting software, assisting users with system access, and performing password resets in accordance with company security protocols.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Worked with company systems such as BWS, CCW, FPRS, DBCS, HOBS
- Used Xtrac to efficiently document and manage Help Desk tickets, ensuring accurate tracking and resolution of user issues.
Education
Bachelor of Science - Psychology
Liberty University
Lynchburg, VA05-1999
Bachelor of Science - Cybersecurity
WGU
Salt Lake City, UTSkills
- Policy Interpretation
- Employee Relations
- Benefits Administration
- Active Listening
- Research
- Customer Service
- Verbal and written communication
Certification
- Comptia A+
- Comptia Network +
- ITIL
References
References available upon request.
Timeline
Defined Benefit Specialist
Fidelity Investments
12.2011 - 04.2013
Customer Support Specialist
Fidelity Investments
02.2008 - 12.2011
Bachelor of Science - Psychology
Liberty University
Bachelor of Science - Cybersecurity
WGU
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