Jocelyn Gipson
Atlanta,GA
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
3
3
years of professional experience
Work History
IT Support Specialist
Sportradar
03.2023 - 02.2025
- Served as Subject Matter Expert by maintaining in-depth knowledge of nine Sportradar products and services as well as external software.
- Managed inbound and outbound client communications via phone, email, and live chat to ensure timely responses.
- Utilized ticketing systems to track and process support actions efficiently.
- Proactively identified client needs, providing tailored solutions through thorough research.
- Created user accounts and assigned appropriate permissions for access control.
- Streamlined repair processes to enhance consistency in support actions.
- Prioritized client needs to maintain high customer satisfaction levels.
Assistant Project Manager
Bobby Dodd Institute
06.2022 - 03.2023
- Identified plans and resources required to meet project goals and objectives.
- Delegated assignments according to individual team member strengths to ensure accuracy and completion
- Delivered exceptional customer satisfaction by proactively addressing FAA client concerns and meeting or exceeding expectations throughout the engagement process.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Coordinated with cross-functional teams and departments to resolve project issues and mitigate risks and interruption of workflow.
Client Services Specialist
Hertz TNC Division
09.2021 - 06.2022
- Provided assistance creating rental car reservations, processing rentals, up-selling, and providing clean and safe vehicles to our customers
- Conducted thorough inspections of vehicles before and after rentals, minimizing damage claims and maintaining fleet quality.
- Enhanced company revenue by upselling additional services and insurance packages to clients.
- Processed payments accurately using various payment methods like cash credit cards checks ensuring hassle-free transactions for customers.
Education
Business Administration -
University of IL
Chicago, ILIT Immersion Courses
I.C. Stars
Chicago, IL12-2019
Skills
- Customer service and support
- User management
- Active listening
- Critical thinking
- Data entry and management
- Problem solving
- Client relations and engagement
- Administrative assistance
- Microsoft Office Suite proficiency
- Software installation and troubleshooting
- Mac OS expertise
- Purchasing and procurement strategies
Timeline
IT Support Specialist
Sportradar
03.2023 - 02.2025
Assistant Project Manager
Bobby Dodd Institute
06.2022 - 03.2023
Client Services Specialist
Hertz TNC Division
09.2021 - 06.2022
Business Administration -
University of IL
IT Immersion Courses
I.C. Stars
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