Joshua Jessup
Wilmington,NC
Summary
Dynamic customer service professional with extensive experience at FedEx, excelling in technical troubleshooting and team leadership. Proven track record of enhancing customer satisfaction through effective communication and problem-solving. Adept at remote support and training, consistently delivering high-quality service and mentoring team members to achieve operational excellence.
Overview
7
7
years of professional experience
Work History
Delivery Services / Customer Service
Fedex
Wilmington, NC
02.2023 - 08.2025
- Deliver packages to assigned routes in a timely manner
- Train new hires that were starting as delivery drivers
- Organize packages and inspect for quality packaging
Customer Service Representative / Virtual Tech Support
ADT
Wilmington, NC
04.2021 - 02.2023
- Company Overview: Remote
- Assisted customers with security system issues, including camera settings, sensor programming, and system upgrades.
- Delivered quotes for new system installations and conversions.
- Conducted team meetings and training to introduce new ADT products and services.
- Mentored team members to improve product knowledge and service quality.
- Remote
Customer Service / Technical Support
Spectrum
05.2018 - 08.2021
- Company Overview: Remote
- Delivered technical support for internet, networking, and equipment issues via remote ticketing system.
- Diagnosed and resolved service interruptions, including signal loss and hardware malfunctions.
- Maintained high customer satisfaction through effective communication and problem-solving.
- Managed multiple cases simultaneously to ensure timely resolutions.
- Remote
Education
Diploma -
Topsail High School
Hampstead, NC07.2015
Associate of Science - Information Technology
Cape Fear Community College
Wilmington, NC06-2027
Skills
- Technical Troubleshooting
- Customer Service & Support
- Team Leadership & Training
- Communication & Problem Solving
- Suggestive Selling & Upselling
- Cash Handling & Math Skills
- Computer Hardware Repair
- Remote Work Efficiency
- Organization Skills
- Time Management
- Package handling
- Equipment diagnostic
- Team collaboration
- Remote support
Timeline
Delivery Services / Customer Service
Fedex
02.2023 - 08.2025
Customer Service Representative / Virtual Tech Support
ADT
04.2021 - 02.2023
Customer Service / Technical Support
Spectrum
05.2018 - 08.2021
Diploma -
Topsail High School
Associate of Science - Information Technology
Cape Fear Community College
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