Jerome Motley

Customer-focused professional with extensive experience in technical support, customer service, and administrative roles. Adept at troubleshooting, problem resolution, and providing high-quality service. Strong communication skills with the ability to build rapport and maintain client satisfaction. Skilled in IT support, order processing, and shipping operations with a keen eye for detail and efficiency.

Customer Service Representative - Temporary Solutions

(2023-06)

• Identify and assess customer needs to ensure satisfaction.
• Build strong relationships through clear and open communication.
• Resolve customer inquiries via phone, email, and social media.
• Process customer accounts, maintain records, and follow up to ensure resolution.
• Adhere to company policies and procedures while providing high-quality support.

Assignment Agent I - Duke Temps

(2022-11 - 2023-06)

• Complete assignments as assigned (on site for client)

IT Helpdesk Support Specialist - ByLight IT Professional Solutions

(2019-11 - 2022-11)

• Provided Tier 1 technical support for hardware and software issues.
• Troubleshot and resolved issues related to scanners, computers, and printers.
• Assisted customers with password resets and software troubleshooting.
• Logged and tracked tickets using helpdesk software, escalating complex issues as needed.
• Updated knowledge base with common troubleshooting steps.

Live Online Mentor Instructor - My Computer Career

(2017-03 - 2019-11)

• Provided one-on-one coaching for students in IT coursework.
• Assisted instructors with delivering technical training to large class sizes.
• Monitored student progress and provided feedback to enhance learning.
• Used technology to facilitate instructional activities.

Shipping & Inventory Specialist - Duke University Press - Durham, NC

(1990-11 - 2017-03)

• Supervised and trained a shipping team, ensuring smooth operations.
• Installed and managed WMS inventory system and RF scanners.
• Conducted IT helpdesk support, including troubleshooting Windows OS and email systems.
• Processed and managed inventory, shipping, and receiving operations.
• Forklift certified, handling warehouse logistics and order fulfillment.

Certification - Information Technology Specialist - My Computer Career (2017)

High School Diploma - Northampton County High School - East