Jennifer Julien

• Advise students on university policies, academic planning, and institutional procedures while ensuring compliance with FERPA and university guidelines.
• Review student records and identify discrepancies to determine appropriate next steps.
• Coordinate with multiple university departments to resolve registration, financial, and academic concerns.
• Maintain detailed documentation and case notes while managing confidential student information.
• Manage a high volume of student interactions while maintaining accuracy and meeting service expectations.
• Educate students on university procedures through phone, email, and virtual appointments.
• Build collaborative relationships across departments to support student success and operational efficiency.

• Provide Tier 1 technical support for fiber internet, TV, and voice services

• Troubleshoot connectivity and device issues (routers, Wi-Fi, extenders, set-top boxes)

• Use diagnostic tools such as ping, traceroute, and remote support tools

• Manage and document tickets, ensuring accurate tracking, updates, and SLA compliance

• Investigated complex account and technical issues through research and analysis.
• Maintained detailed case records while meeting quality assurance and service-level expectations.
• Collaborated with multiple internal teams to resolve escalated customer issues.
• Educated customers on services, procedures, and account management.

• Provided account support and course placement for students while ensuring compliance with FERPA.
• Delivered professional customer service to students by addressing concerns and ensuring a positive support experience.
• Managed and documented cases through CRM systems.
• Resolved account-related issues and maintained accuracy.
• Remote

• Provided high-quality customer service to veterans, responding with empathy and accuracy.
• Delivered Tier 1 support for VA services and escalated cases to Tier 2.
• Used Salesforce CRM to document and manage service requests.
• Explained VA processes clearly to clients, ensuring understanding and satisfaction.
• Remote