Mary Woodworth

Develop and update knowledge repositories for effective Help Desk operations.

Collaborate with managers, trainers, and auditors to ensure up-to-date information for the help desk.

Monitored ticket handling to maintain procedural standards.

Mentored colleagues for support during backup-required situations.

Enhanced accuracy of training materials through comprehensive updates for the Help Desk.

• Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
• Supported employee integration through mentorship programs.
• Conducted training sessions to equip team members with skills for handling Credit Card Partners customer inquiries.
• Played a crucial role in the Branch Refresh Project.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.