Jemarcus Jones
Meridian,MS
Summary
Customer-focused professional with a proven track record in technical support, seeking opportunities in technical support, data entry, or quality assurance. Adept at troubleshooting, providing excellent service, and maintaining a meticulous eye for detail. Eager to contribute strong communication skills and a positive demeanor to enhance team success.
Overview
4
4
years of professional experience
Work History
T1 IOS & MacOS Advisor
Teleperformance USA
11.2023 - Current
- Provide exceptional customer service and support to Apple customers via phone, chat, or email.
- Diagnose and troubleshoot hardware and software issues for a range of Apple products.
- Guide customers through step-by-step solutions, ensuring a positive and efficient resolution.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Tasker
Remotask
10.2023 - Current
- Perform a variety of micro-tasks and contribute to the training of machine learning algorithms by annotating and labeling data accurately.
- Complete tasks within specified timeframes, meeting quality standards and ensuring precise data annotations.
- Work remotely and independently while adhering to guidelines and instructions provided by Remotask.
- Engage in tasks that may include image annotation, data categorization, and other activities to support artificial intelligence and machine learning projects.
- Continuously learn and adapt to new task requirements and guidelines to maintain high-quality output.
- Communicate effectively with the Remotask team, providing feedback, reporting issues, and seeking clarification when needed.
- Follow security and confidentiality protocols to ensure the privacy and integrity of the data being processed.
- Utilize Remotask's platform and tools efficiently to complete tasks and contribute to the overall success of machine learning projects.
T1 IOS & MacOS Advisor
Kelly Services
07.2022 - 09.2023
- Provide technical support to customers using Apple products
- Communicate with customers through chat and email
- Troubleshoot and diagnose technical issues ‣ Provide solutions and recommendations to customers
- Follow up with customers to ensure issue resolution
- Document customer interactions and resolutions in a database
- Continuously update technical knowledge and skills
- Meet performance targets and goals set by the company
- Maintain a positive and professional demeanor with customers at all times.
Technical Support Advisor
Asurion
01.2020 - 01.2022
- Provide technical support to customers via phone, chat, and email
- Troubleshoot and resolve technical issues related to mobile devices, computers, and home appliances
- Educate customers on product features and usage
- Document customer interactions and resolutions
- Maintain a high level of customer satisfaction and meet performance metrics
- Continuously update technical knowledge and skills through training and self-study
- Collaborate with team members and other departments to resolve complex issues
- Escalate issues to higher-level support when appropriate
- Provide feedback to improve product usability and customer experience.
Education
MS — Bachelor’s of Arts -
University of Southern Mississippi
Skills
- Problem solving: strong analytical and critical thinking skills to diagnose and resolve
- Technical problems promptly, providing innovative solutions to customers
- Customer service: excellent customer-centric approach with the ability to empathize
- Actively listen, and deliver exceptional customer experiences through chat interactions
- Time management: efficiently manage time and prioritize tasks to handle multiple chat
- Sessions simultaneously while maintaining a high level of service quality
- Patience & Empathy: displaying patience and empathy while dealing with frustrated or
- Upset customers, ensuring a positive and reassuring customer experience
- Troubleshooting techniques: Proficient in using various troubleshooting techniques
- And tools to identify, isolate, and resolve technical issues efficiently
- Adaptability: able to adapt quickly to new technologies, updates, and changes in the
- Technical support landscape
- Collaborative: team player who can work closely with other technical support
- Professionals to share knowledge and collectively improve customer support
Accomplishments
- Introduction to Front-End Development — Metahttps://coursera.org/share/5d1a731ce69149caeb98ab4af6d5f060
- Foundations of Cybersecurity — Googlehttps://coursera.org/share/83e5f64d34a8a904665da6584af109b2
Timeline
T1 IOS & MacOS Advisor
Teleperformance USA
11.2023 - Current
Tasker
Remotask
10.2023 - Current
T1 IOS & MacOS Advisor
Kelly Services
07.2022 - 09.2023
Technical Support Advisor
Asurion
01.2020 - 01.2022
MS — Bachelor’s of Arts -
University of Southern Mississippi
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