Open to opportunities

Chelsea VanWert

@chelseavanwert

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Experienced IT professional with a strong customer service background.

United States

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What I'm looking for

I seek a dynamic role that values customer service and technical expertise, offering growth opportunities.

I am a dedicated IT professional with over thirteen years of customer service experience, including eight years in technical support roles. My journey has equipped me with a unique blend of skills in customer interaction, technical troubleshooting, and quality assurance. I pride myself on my ability to provide exceptional service while maintaining a keen eye for detail and efficiency.

Throughout my career, I have consistently demonstrated my ability to adapt to various roles, from Fraud Specialist at JPMorgan Chase to IT Analyst at Citibank. My technical expertise spans across multiple platforms and software, including ServiceNow and ZenDesk, allowing me to effectively manage and resolve issues for clients and colleagues alike. I am passionate about leveraging my skills to enhance user experiences and streamline processes within organizations.

Experience

Work history, roles, and key accomplishments

Current

Fraud Specialist I

Current

JPMorgan Chase

Dec 2023 - Present (1 year 6 months)

As a Fraud Specialist I, I research alerts for various transactions, maintain metrics, and provide excellent customer service. I stay updated on fraud trends and assist teammates through collaboration tools.

Fraud Detection Customer Service Transaction Monitoring Team Collaboration Metrics Communication Skills Problem Solving

IT Service Desk Technician

Cynet Systems - HCL - WellMed

Jun 2023 - Sep 2023 (3 months)

Provided customer service and technical support to employees and outside providers, triaging and troubleshooting issues while utilizing ServiceNow as a ticketing system.

Customer Service Technical Support Troubleshooting ServiceNow Ticketing Systems Communication Skills Problem Solving IT Support

IT Analyst/Onboarding & Transfers Specialist

BCForward - Citibank

Jan 2022 - Mar 2023 (1 year 2 months)

Delivered white glove IT service desk assistance to C-level users, handling onboarding tasks, user transfers, and maintaining the team's Knowledge Base using ServiceNow.

IT Support Onboarding User Transfers ServiceNow Customer Service Problem Solving

HR Coordinator

Disability Services of the South West

Oct 2021 - Jan 2022 (3 months)

Managed quality assurance of applications, provided customer service to clients, and performed data entry of sensitive information.

Data Entry Customer Service Quality Assurance Communication Skills Problem Solving

Operations Lead

Loop Support

Nov 2020 - Mar 2021 (4 months)

Coordinated communication between clients and agents, provided technical support, and trained new agents from hire to live calls.

Team Coordination Technical Support Training Communication Skills Customer Service Problem Solving

Customer Service Support

Alorica

Oct 2020 - Nov 2020 (1 month)

Provided customer service for an online loan servicing company, updating records and assisting customers with loan options.

Customer Service Communication Skills Problem Solving

Central Scheduling

Center for Health Care Services

Mar 2019 - Mar 2020 (11 months)

Coordinated schedules for clinics, assisted patients with intake processes, and routed crisis calls to appropriate services.

Scheduling Communication Skills Crisis Management

Field Research Coordinator

KForce Staffing Agency - Pearson

May 2019 - Jul 2019 (2 months)

Located candidates for assessment tools, maintained databases, and collaborated with a team to ensure successful project completion.

Database Management Team Collaboration Communication Skills Creative Writing

Level 1 Customer Support

MMC Group

Oct 2018 - Jan 2019 (3 months)

Provided maintenance for debit cards, assisted members with account issues, and escalated fraudulent transactions.

Customer Support Account Management Fraud Detection Communication Skills Problem Solving

Technical & Phone Support Specialist

TaskUs

Apr 2018 - Jun 2018 (2 months)

Assisted customers with prescription medication issues, troubleshooting for pharmacies and patients.

Customer Support Technical Support Communication Skills Problem Solving

Technical Support Volunteer

VMC Consulting - 2K Games

Aug 2015 - Mar 2018 (2 years 7 months)

Provided QA assessments, mentored new agents, and supported customers via social media and ticketing systems.

Technical Support Quality Assurance Mentoring Customer Service Social Media Management

Administrative Assistant

HCRS Inc.

Jul 2014 - Jun 2015 (11 months)

Assisted nursing staff with patient care tasks, managed medication profiles, and maintained office supplies.

Administrative Support Patient Care Communication Skills Medication Management Office Management

Assistant Store Manager

GameStop

Jan 2009 - Apr 2014 (5 years 3 months)

Managed store operations, trained employees, and consistently achieved top sales performance in the district.

Sales Management Customer Service Inventory Management Problem Solving

Shift Leader

Blockbuster

May 2007 - May 2008 (1 year)

Oversaw store operations, managed cash handling, and ensured excellent customer service during shifts.

Cash Management Customer Service Team Leadership Problem Solving

Guest Service Representative

Hollywood Video

Jun 2005 - Jun 2007 (2 years)

Managed customer transactions, performed merchandising duties, and received recognition for outstanding sales performance.

Customer Service Sales Performance Merchandise Communication Skills

Education

Degrees, certifications, and relevant coursework

San Antonio College

Associate in Biology, Biology

Grade: 3.52

Completed an Associate's degree in Biology with a GPA of 3.52, focusing on foundational biological sciences and laboratory techniques.

San Antonio College

Associate in Psychology, Psychology

Grade: 3.69

Completed an Associate's degree in Psychology with a GPA of 3.69, studying human behavior, mental processes, and psychological theories.

Baptist School of Health Professions

Registered Nursing (coursework completed), Nursing

Completed coursework and clinical patient care for two years in pursuit of a registered nursing degree, gaining practical experience in healthcare settings.