Jace Berg
The Colony,United States
Summary
Knowledgeable and dedicated customer service/technical support professional with extensive experience in communications and mobile industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction in sales and technical services to provide company success. Articulate and energetic with deep passion for developing relationships with team members and clients. Proficient at handling difficult situations through resourcefulness and adaptability.
Overview
17
17
years of professional experience
Work History
JR Project Manager
Ameri100
02.2025 - Current
- Improved team collaboration through clear communication and timely feedback on performance.
- Served as a liaison between technical teams and business stakeholders, facilitating effective communication throughout the project lifecycle.
- Supported senior project managers in various aspects of project planning, execution, and closure activities.
- Developed comprehensive documentation to provide clear guidance for project activities and deliverables.
- Participated in quality assurance efforts, reviewing deliverables for accuracy and adherence to specifications before client submission.
- Facilitated effective team meetings for sharing updates, discussing challenges, and brainstorming solutions.
- Contributed to risk management efforts, identifying potential obstacles and developing mitigation strategies.
- Devised and prepared back-up plans for high-risk project phases staged for implementation on short notice.
- Coordinated with cross-functional teams to resolve issues promptly and maintain project momentum.
- Assisted in the development of project scopes, objectives, and timelines to ensure successful outcomes.
- Implemented continuous improvement measures based on lessons learned from previous projects to enhance future success rates.
- Coordinated project meetings and confirmed relevant stakeholder awareness of tasks, goals and project timelines.
- Prepared, maintained and distributed project reports to appropriate stakeholders.
- Enhanced project efficiency by implementing agile methodologies and streamlining processes.
- Reduced project completion time by effectively managing resources and prioritizing tasks.
Customer Advocate
WPS Health Solutions
01.2025 - 08.2025
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Provided timely support during high-traffic periods, ensuring all customers received prompt assistance and resolution of issues.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Listened to customers in actively to assess issues and provide accurate information.
- Served as a liaison between clients and internal departments to facilitate seamless coordination of efforts towards meeting client objectives.
- Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
- Collaborated with team members to ensure consistent high-quality service delivery across the organization.
- Developed comprehensive training materials and conducted training sessions for customer service agents.
Account Manager
Paylocity
05.2023 - 08.2025
- Account Manager for Paylocity Software Clients
- Offered software-related technical support through various communications channels.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Worked closely with clients to properly fill out tax forms and file tax returns electronically.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshoot and resolved desktop issues.
- Answered questions and provided information to customers about new software or hardware.
JR Project Manager
Nite Technologies
02.2024 - 02.2025
- Improved team collaboration through clear communication and timely feedback on performance.
- Supported senior project managers in various aspects of project planning, execution, and closure activities.
- Interacted with customers to identify preferences and specifications, fostering timeline and budget adherence.
- Participated in quality assurance efforts, reviewing deliverables for accuracy and adherence to specifications before client submission.
- Assisted in the development of project scopes, objectives, and timelines to ensure successful outcomes.
- Implemented continuous improvement measures based on lessons learned from previous projects to enhance future success rates.
- Coordinated with cross-functional teams to resolve issues promptly and maintain project momentum.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
Support Analyst
VikingCloud
06.2022 - 05.2023
- Support Analyst for clients obtaining PCI-DSS Compliance
- Assist callers with login and navigation of our proprietary Online portal solution; VikingCloud Air
- And Asgard Portal.
- Provide excellent customer support and strive to achieve first call resolution by thoroughly and
- Professionally and accurately provide support to our merchant customers via inbound and
- Thoroughly and accurately log each ticket using the appropriate systems and guidelines.
- Identify opportunities to promote VikingCloud products and services and action appropriately.
Mobile Advisor
Best Buy
03.2022 - 06.2022
- Mobile Advisor for T-Mobile, AT&T, Verizon and various contract and prepaid wireless options.
- Specializing in carrier plan and phone activations, basic and intermediate troubleshooting of mobile devices, setting up and transferring data for new devices.
- Actively engaging customers to give knowledgeable recommendations to fit customers needs and lifestyles; informing them of current carrier and store promotions.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Increased sales by offering advice on purchases and promoting additional products.
- Proper procedure of register sales, opening and closing operations
Mobile Representative (Expert Tier)
T-Mobile
03.2016 - 06.2019
- Call center representative for inbound T-Mobile sales, billing, and technical services.
- Educated customers on current promotions, upgrades or new offerings available under current plan and or plan changes.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
- Trained and coached new call center team members on computer systems and customer service strategies.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Merchant Services Representative
Elevon
01.2014 - 03.2016
- Merchant payment processing representative answering customer inbound banking, technical and sales questions.
- Assessed client needs to determine and suggest relevant product solutions in alignment with client budgets and schedules.
- Maintained organized and secure customer files to facilitate customer support and follow-up.
- Providing customers with account information; resolving billing disputes; correcting payment errors and researching customer problems that could not be resolved during initial contact.
- Maintaining proper account security, reviewing card, check or other transactions; acting on lost or stolen cards/checks and reviewing billing discrepancies.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Submitted service tickets for equipment maintenance requests.
- Translated complex technical issues into digestible language for non-technical users.
Signal Support Systems Specialist
US Army
01.2009 - 12.2014
- US Army signal support specialist installing and maintained terminal devices; working on equipment that needs to consistently work in order for commanders to stay informed, track, and direct movement of their troops.
- Provided maintenance and technical assistance to commanders and staff in regards to signal support systems.
- Tracked and detected network service disruptions using computer systems, scopes and meters.
- Performed regular maintenance and testing to service and optimize complex computer systems, applications and environments.
- Used information in technical diagrams, schematics and manuals to understand operations and make successful repairs.
- Performed field level unit maintenance on authorized C&E systems and COMSEC devices and prepared maintenance and supply requests for field level support.
- Supported troops completing air missions in training exercises and real-world engagements.
- Upheld code of conduct and maintained professionalism in stressful situations.
- Upheld Army dress and appearance as well as physical regulations for professional appearance.
- Successfully completed all basic, advanced, and technical required trainings.
Education
Bachelor of Arts - History
Valparaiso University
Valparaiso, IN12.2022
Bachelor of Science - Gaming
Full Sail University
Winter Park, FL02-2028
Skills
- Problem-Solving
- Attention to Detail
- Self-Motivated
- Critical Thinking
- Active Listening
- Schedule coordination
- Billing management
- Project planning
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Call center operations
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Team development
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- De-escalation techniques
- Technical support
- Building rapport
- Customer inquiries
- Customer service
- Customer support
- Data entry
- Customer satisfaction
Personal Information
Title: Communications And Project Management
Timeline
JR Project Manager
Ameri100
02.2025 - Current
Customer Advocate
WPS Health Solutions
01.2025 - 08.2025
JR Project Manager
Nite Technologies
02.2024 - 02.2025
Account Manager
Paylocity
05.2023 - 08.2025
Support Analyst
VikingCloud
06.2022 - 05.2023
Mobile Advisor
Best Buy
03.2022 - 06.2022
Mobile Representative (Expert Tier)
T-Mobile
03.2016 - 06.2019
Merchant Services Representative
Elevon
01.2014 - 03.2016
Signal Support Systems Specialist
US Army
01.2009 - 12.2014
Bachelor of Arts - History
Valparaiso University
Bachelor of Science - Gaming
Full Sail University