Jarielle James
Summary
Customer-focused support professional with experience providing technical assistance, resolving customer concerns, and managing high-volume interactions across phone, email, and in-person channels. Skilled at troubleshooting issues, documenting customer interactions, following established procedures, and escalating complex concerns when appropriate. Recognized for remaining calm under pressure, exercising strong call control, and delivering professional, empathetic service. Proficient with Microsoft Office, CRM systems, data entry, and learning new technology quickly. Seeking to leverage strong problem-solving and communication skills as a Remote Tier 2 Technical Support Representative with ModSquad.
Overview
7
7
years of professional experience
Work History
Front Desk/Customer Service
Hampton inn & Suites -Hilton
Alexandria, LA
07.2019 - 01.2025
- Assisted guests with reservations and billing.
- Resolved guest issues quickly and professionally.
- Answered high-volume phone calls.
- Documented guest requests accurately.
- Coordinated with departments to resolve issues.
- Delivered excellent customer service.
Customer Support
MWR
FT.POLK, LA
03.2020 - 12.2023
- Assisted families with program enrollment.
- Maintained confidential records.
- Answered questions and provided support.
- Scheduled activities and appointments.
- Completed data entry with accuracy.
- Followed safety and organizational procedures.
Sales Associate
Dollar General
Leesville, LA
09.2017 - 12.2019
- Assisted customers with purchases and returns.
- Resolved transaction and pricing issues.
- Operated POS and balanced cash drawer.
- Maintained accurate records and inventory.
- Followed company procedures and policies.
- Provided friendly, efficient service.
Education
Bachelor of Arts - Sociology & Communications
Louisiana State University of Alexandria
Alexandria, LA07-2030
High School Diploma -
Leesville High School
Leesville, LA05-2019
Skills
- Tier 1 & Tier 2 Customer Support
- Technical Troubleshooting
- Phone & Email Support
- Call Control
- Incident Documentation
- Ticket Management
- Escalation Procedures
- Customer Issue Resolution
- Microsoft Office Suite
- CRM Software
- Data Entry (62 WPM, 98% Accuracy)
- Remote Work
- Problem Solving
- Active Listening
- Multi-tasking
- Time Management
- Process Compliance
- Service Recovery
- Attention to Detail
Languages
English, Fluent
Typing Speed
62 WPM - 98% Accuracy
PROJECTS
- Resolved customer account and transaction issues using company systems.
- Documented customer interactions accurately while maintaining service quality.
- Prioritized multiple support requests and escalated complex issues appropriately.
- Demonstrated strong troubleshooting skills to identify root causes and resolve customer concerns efficiently.
TECHNICAL APTITUDE
- Quick learner with experience navigating multiple software platforms, troubleshooting basic technical issues, and adapting rapidly to new systems and support tools.
Timeline
Customer Support
MWR
03.2020 - 12.2023
Front Desk/Customer Service
Hampton inn & Suites -Hilton
07.2019 - 01.2025
Sales Associate
Dollar General
09.2017 - 12.2019
Bachelor of Arts - Sociology & Communications
Louisiana State University of Alexandria
High School Diploma -
Leesville High School