Jermaine Ryan

Dedicated customer service and legal support professional with extensive experience handling US and UK accounts across legal services, transportation support, telecommunications, and customer care industries. Skilled in case management, compliance tracking, client communication, billing support, document validation, and issue resolution. Known for strong attention to detail, problem-solving abilities, and delivering excellent customer experiences in fast-paced environments.

VA Disability Case Manager / Legal Virtual Assistant at US-Based Law Firm (2025-04 – 2026-05)

• Screened and analyzed client intake questionnaires to assess legal viability for new claims, reopened claims, and appeals
• Prepared and filed secondary disability claims linked to established service-connected conditions while ensuring compliance with VA regulations
• Managed and tracked critical VA-required documentation and conducted timely follow-ups to avoid processing delays
• Coordinated communication between military veterans and US-based attorneys regarding consultations and case updates
• Maintained accurate and real-time case records within the firm's case management system
• Provided proactive status updates and support to clients throughout the legal process

Driver Support Specialist (US & Canada) at Uber (2023-09 – 2025-04)

• Supported drivers and delivery partners across the US and Canada through phone, chat, and email support
• Reviewed and validated driver documents for DMV and regulatory compliance
• Assisted with safety and incident reporting, including accident-related concerns
• Resolved account-related issues promptly to maintain active driver status
• Delivered excellent customer support while handling sensitive and urgent cases

Customer Service & Order Processing Associate at Studio / ACE (2017-07 – 2021-03)

• Processed customer orders through phone and email channels
• Assisted customers with inquiries, complaints, billing concerns, and issue resolution
• Managed order tracking, shipment updates, and account maintenance
• Facilitated credit account applications and onboarding processes
• Conducted inventory checks to verify product availability
• Processed refunds, credits, billing adjustments, and payment concerns accurately

Customer Service Representative at T-Mobile & MetroPCS (2010-03 – 2016-10)

• Handled inbound calls related to billing, account services, and plan changes
• Performed billing reviews, credits, and account adjustments
• Troubleshot mobile device and network connectivity concerns
• Recommended suitable plans and services based on customer usage analysis
• Promoted device upgrades and additional services to improve customer satisfaction and retention

Vocational Course in Automotive Technology – Angeles National Trade School (2008 – 2009)