Jerome Motley
Customer-focused professional with extensive experience in technical support, customer service, and administrative roles
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About
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.
Experience
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.
Education
Certification - Information Technology Specialist - My Computer Career (2017)
High School Diploma - Northampton County High School - East
