Summary
Overview
Work History
Education
Skills
Timeline
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Jocelyn Fogle

Pittsburgh,PA

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Nine years of experience in contact center operations working with customers over phone, email, and chat. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.

Overview

9
9
years of professional experience

Work History

Tier 2 Customer Support Specialist

JazzHR
07.2022 - Current


  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Contributed ideas and practical solutions to support process improvement efforts.
  • Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Offered assistance in implementing and developing training programs.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Tested new software and hardware prior to deployment.
  • Took escalations from T1 Customer Support Representatives.

Tier 1 Customer Support Specialist

JazzHR
12.2021 - Current
  • Connected with customers to address questions and resolve issues through phone and email and chat.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.

Supervisor

Credit Management Company
10.2019 - 12.2022
  • Manage and create team schedules
  • Produce training materials and process documents
  • Train oncoming employees and continuously train existing employees
  • Analyze data to meet employee and team expectations
  • Process employee timecards
  • Document and keep record of company and employee data.

Team Lead

Credit Management Company
10.2017 - 10.2019
  • Review reports in an efficient and timely manner
  • Responds to all client inquires in a timely fashion
  • Displays excellent customer service while attempting to resolve any issue
  • Prioritize daily tasks and patient's needs for maximum efficiency
  • Assist in training oncoming employees
  • Review and send client inquiries.

Patient Account Representative

Credit Management Company
09.2014 - 10.2017
  • Credit Management Company
  • Handling incoming and outgoing calls as well as customer complaints and issues
  • Recording information as needed
  • Assists patients with setting up payment arrangements
  • Assists patients with billing questions
  • Taking credit/ACH payments using various payment portals while gathering accurate financial information
  • Giving general information of a patient's insurance plan.

Server

Olive Garden
11.2017 - 01.2019
  • Provide excellent, with every guest
  • Recommends options that best fit the guest's needs
  • Excellent problem solving in a fast pace environment
  • Handles guest's payments by credit cards and/or cash while providing correct change
  • Perform general maintenance duties including sweeping, wiping counters, etc.

Education

Associate of Science - Pre Pharmacy

South College
Knoxville, TN
03.2024

Carlynton High School
Carnegie, PA

Skills

  • Training and Development
  • Change Management
  • Staff Management
  • Processes and Procedures
  • Conflict Resolution
  • Client Relations
  • Risk Mitigation
  • Resolve Technical Problems
  • Data Management
  • Issue and Resolution Tracking
  • Software Evaluation
  • Salesforce Knowledge

Timeline

Tier 2 Customer Support Specialist

JazzHR
07.2022 - Current

Tier 1 Customer Support Specialist

JazzHR
12.2021 - Current

Supervisor

Credit Management Company
10.2019 - 12.2022

Server

Olive Garden
11.2017 - 01.2019

Team Lead

Credit Management Company
10.2017 - 10.2019

Patient Account Representative

Credit Management Company
09.2014 - 10.2017

Associate of Science - Pre Pharmacy

South College

Carlynton High School

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Jocelyn Fogle