Maddi Thompson Email & Phone Number

Portland, OR, US

Portland, Oregon, United States

Managing a team of Helpdesk Support employees, coordinating with IT Department, Call Center Operations and other departments in order to effectively communicate, manage projects and resolve issues. Utilizing a ticketing system in order to effectively manage requests and ensure they are resolved in a timely manner.

Provided support to call center employees using a Windows-based OS. Managed employee accounts using Active Directory and various proprietary systems, imaged new machines, completed desktop and printer set up/support and prepared weekly status reports for the IT department. Worked as part of a team providing both onsite support and remote assistance to call.

Portland, Oregon, United States

Worked as part of a newly implemented scheduling team for call center employees; responsible for managing time off requests, support tickets from employees, and maintaining up to date records of current employees and their respective statuses.

Portland, Oregon, United States

Trained and supervised new employees with a wide range of previous experience in a fast-paced Call Center environment. Responsible for creating all training materials and handling escalated callers as needed from call center employees.

Portland, Oregon, United States

Assisted inbound callers with issues relating to their wireless phone service, phone number porting, and personal wireless accounts. Mentored new call center employees in technical capabilities, calls per hour, and other call center stats.

Sacramento, California, United States

Placed outbound calls for customers as part of a debt collection agency on behalf of JP Morgan Chase. Researched customers present whereabouts in order to make contact with debtors and maintained confidentiality and compliance in accordance with the Fair Debt Collection Practices Act.

Portland, Oregon, United States

Assist inbound callers with billing and account issues, provide technical support for streaming devices including but not limited to PC/Laptop, X-Box, Nintendo Wii, Roku, etc. De-escalate and retain customers, assist with new user sign-up.