Jocelyn Nelson
Birmingham,AL
Summary
Customer-focused and results-driven Customer Service Representative with over 20 years of experience in delivering exceptional service to clients across various industries. Adept at working effectively unsupervised and quickly mastering new skills. Proven track record of resolving inquiries and ensuring customer satisfaction. Highly-motivated with a desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Hardworking employee with customer service, multitasking and time management abilities. Seeking to leverage expertise in communication and problem-solving to contribute effectively in the testing specialist role.
Overview
6
6
years of professional experience
Work History
Technical Support Rep II
Southern Linc
Birmingham, AL
10.2021 - Current
- Provide technical support to customers via phone, email, and Oracle ticketing platform, resolving hardware and software issues in a timely manner
- Diagnose and troubleshoot hardware problems within the various cellphones that Southern Linc offers
- Assisted customers with software installation, configuration, and troubleshooting
- Collaborated with other technical support team members to share knowledge and best practices
- Contributed to the development of technical support documentation and knowledge base articles
- Provided frontline technical support to customers, resolving hardware and software issues over the phone and via email
- Assisted customers with password resets, account activation, and login issues for various online platforms
- Escalated complex technical issues to senior support staff or engineering teams for further investigation and resolution
- Acted as a liaison between customers and internal departments, ensuring timely resolution of issues and customer satisfaction
- Participated in training sessions to stay updated on new products, features, and troubleshooting techniques
- Received consistently positive feedback from customers for providing excellent support and service.
Customer Support Rep Sr
Southern Linc
Birmingham, AL
01.2019 - 01.2021
- Provide technical support to customers via phone, email, and Oracle ticketing platform, resolving hardware and software issues in a timely manner
- Diagnose and troubleshoot hardware problems within the various cellphones that Southern Linc offers
- Assisted customers with software installation, configuration, and troubleshooting
- Collaborated with other technical support team members to share knowledge and best practices
- Contributed to the development of technical support documentation and knowledge base articles
- Provided frontline technical support to customers, resolving hardware and software issues over the phone and via email
- Assisted customers with password resets, account activation, and login issues for various online platforms
- Escalated complex technical issues to senior support staff or engineering teams for further investigation and resolution
- Acted as a liaison between customers and internal departments, ensuring timely resolution of issues and customer satisfaction
- Participated in training sessions to stay updated on new products, features, and troubleshooting techniques
- Received consistently positive feedback from customers for providing excellent support and service.
Data Entry Support
Aerotek
Hoover, AL
10.2018 - 12.2019
- Responded to customer inquiries and resolved issues related to products and services via phone and email
- Assisted customers with account management, billing inquiries, and order processing
- Maintained a high level of customer satisfaction by consistently meeting or exceeding performance targets.
AR Imaging Clerk
Pangeatwo
Birmingham, AL
08.2018 - 10.2018
- Scanned and indexed accounts receivable documents, including invoices, receipts, and purchase orders, using imaging software
- Verified accuracy of scanned documents and corrected any errors in indexing or data entry
- Stored and maintained electronic records of financial documents in document management system, ensuring accessibility and compliance with retention policies.
Education
Associate Degree - Criminal Justice
Virginia College
03.2011
Skills
- Technical Assistance & Troubleshooting
- Team Player
- Cross-Function Collaboration
- Well-Organized
- Microsoft Office Expertise
- Team Building & Leadership
- Customer Engagement
- Positive And Professional
- Punctual & Dependable
- Goal-Oriented
Affiliations
- Served two years on the Southern Linc IAT committee with 1 year as co-chair.
- Participated in the 2023 Affiliate Swap Project with travel throughout Alabama & Mississippi
- Current member of the Linc CSC Activities Committee
- Member of ACTION and P.O.W employee resource groups
Accomplishments
- Most completed tickets - December 2022, September 2023 and January 2024
- All-Star of the month - May 2023 and September 2023
- Wall of Champions - January 2024
References
References available upon request.
Timeline
Technical Support Rep II
Southern Linc
10.2021 - Current
Customer Support Rep Sr
Southern Linc
01.2019 - 01.2021
Data Entry Support
Aerotek
10.2018 - 12.2019
AR Imaging Clerk
Pangeatwo
08.2018 - 10.2018
Associate Degree - Criminal Justice
Virginia College
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