Jessica Coleman
Princeton,Texas
Summary
Experienced with resolving customer inquiries efficiently and effectively. Utilizes strong communication skills to ensure customer satisfaction. Track record of adaptability and teamwork in dynamic environments.
Overview
14
14
years of professional experience
Work History
Customer Support Representative
Lone Wolf Technologies
Dallas, TX
01.2022 - 03.2026
- Served as a primary point of contact for Tier 2 technical customer support, resolving issues across email, chat, and phone channels.
- Prioritized and managed customer support inquiries using Salesforce, Intercom, and Jira Software — triaging, tracking, and resolving cases within defined SLAs.
- Troubleshot a wide range of software and account issues across desktop and mobile platforms, delivered clear solutions to both technical and non-technical users.
- Identified recurring customer pain points and communicated trends to internal stakeholders to inform product roadmap decisions.
- Collaborated cross-functionally with engineers and internal teams to resolve complex technical issues and improve customer outcomes.
- Maintained accurate, detailed documentation of all interactions, service requests, and resolutions in internal systems.
- Provided hands-on product guidance to help customers navigate software features, account settings, and workflows.
- Resolved customer inquiries through various communication channels, ensuring timely and effective support.
- Maintained detailed records of customer interactions, contributing to data-driven decision-making.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Policy Management Specialist
AAA Texas
Coppell, TX
01.2019 - 01.2021
- Managed high-volume customer inquiries and policy operations while building strong client relationships and delivering solutions tailored to individual needs.
- Advised clients on coverage options by deeply understanding their needs — a consultative approach directly applicable to advising creators on the Circle platform.
- Processed payments, submitted coverage forms, and coordinated with underwriting teams, developing strong cross-functional communication habits.
- Explained complex policy details in clear, accessible language to customers with varying levels of financial literacy.
- Maintained professionalism and accuracy while managing sensitive customer data and high-stakes decisions.
Membership Services Specialist
AAA Texas
Coppell, TX
04.2016 - 07.2019
- Delivered high-quality membership support by resolving inquiries related to DMV services, title transfers, and AAA membership benefits across inbound channels.
- Assisted members with DMV-related services including vehicle registration, license renewals, and title transfer processes.
- Provided accurate title transfer guidance, walking members through required documentation, fees, and submission procedures.
- Resolved membership inquiries in a timely, accurate, and complete manner, maintaining a high standard of service across all interactions.
- Handled sensitive member account information with professionalism and strict adherence to privacy and compliance standards.
Loan Service Specialist
Talent Bridge
Charlotte, NC
07.2015 - 03.2016
- Reviewed, monitored, and verified modification documents against core mortgage electronic systems to ensure accuracy and compliance.
- Reviewed FHA, VA, USDA, Bankruptcy, and Loss Mitigation documents for completeness and accuracy.
- Researched and analyzed issues and provided solutions to support workflow efficiency.
- Audited and imaged documents with careful review of information in systems and source files before shipment.
- Conducted periodic file audits and communicated errors, status updates, and information requests with business partners and vendors.
- Adhered to FHA, VA, USDA, and Bankruptcy guidelines.
- Utilized MSP/CPI/Supreme, LPS Desktop, ERLMF/1HP, GEM, LIV, Pacer, and ICMP systems.
Operations Specialist
JPMorgan Chase
Monroe, LA
01.2012 - 05.2015
- Reviewed, monitored, and verified default-related mortgage documents to ensure transaction accuracy and compliance with procedures and regulations.
- Reviewed and executed legal documents for accuracy and compliance with procedures and guidelines.
- Researched and processed collateral files in default.
- Identified quality errors in reviewed documents and ensured corrective action when necessary.
- Followed all applicable regulatory and departmental practices and procedures.
- Managed multiple tasks effectively using strong organizational and administrative skills.
Education
No Degree - Business Management
University of Louisiana At Monroe
Monroe, LA2005
Skills
- Technical Troubleshooting
- Multi-Channel Support (Email, Chat, Phone)
- Escalation & Issue Resolution
- Ticket & Case Management
- Remote Team Collaboration
- Process Documentation
- Salesforce/ Jira/Intercom
- Problem-solving-Attention to detail
Timeline
Customer Support Representative
Lone Wolf Technologies
01.2022 - 03.2026
Policy Management Specialist
AAA Texas
01.2019 - 01.2021
Membership Services Specialist
AAA Texas
04.2016 - 07.2019
Loan Service Specialist
Talent Bridge
07.2015 - 03.2016
Operations Specialist
JPMorgan Chase
01.2012 - 05.2015
No Degree - Business Management
University of Louisiana At Monroe