Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
Professional Summary

Technical Support Specialist with gift for understanding needs of both business and home users. Versed in troubleshooting iOS devices & desktop support on Mac systems. Proven skill in resolving problems quickly on first call by actively listening to customers. I use my technical experience and passion to create a world class customer experience. I work remotely at home collaborating with managers & co workers in a remote setting.

  • Verbal and written communication
  • Relationship building
  • Product Branding
  • Client Service
  • Operations management
Work History
03/2020 to Current Owner/Operator Lineage Logistics | Batavia, IL,
  • Adhered to company policies for appearance, thoroughness and facility security.
  • Maintained cleanliness of restrooms by washing down and properly sanitizing walls, floors and toilets.
  • Used time management and efficient cleaning methods to meet deadlines.
  • Handled equipment, chemicals and materials properly and with caution.
  • Emptied wastebaskets to transport trash and waste to disposal area.
  • Used vacuum and shampooers to clean all carpeted areas in offices, lobbies and corridors.
  • Cleaned building floors by sweeping, mopping and scrubbing floors.
  • Delivered quality customer service to address urgent needs and cleaning requests.
  • Specialized in working with industrial cleaning products within strict safety procedures.
  • Safely cleaned industrial job sites using maximum strength cleaning solutions and equipment.
  • Sanitized toilets, sinks, showers, kitchen surfaces and other high-traffic home fixtures.
  • Emptied trashcans and transported waste to collection areas.
  • Restocked room supplies such as facial tissues for personal touch with every job.
  • Kept building entryway glass clean and polished for professional presentation.
  • Maintained clean, neat and professional entrances.
  • Performed inventory management to keep storage areas and carts well-stocked.
  • Ordered and stocked cleaning supplies based on current workload and upcoming jobs.
  • Used squeegees and cleaners to clean windows and glass partitions.
  • Wiped down conference tables and reception desks to remove smears and fingerprints on surfaces.
09/2019 to 09/2020 Technical Support Representative Packsize Llc | Albany, NY,
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to Mac software.
  • Performed tests of functionality, security and performance of different devices.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Managed high levels of call flow and responded to a diverse number of technical support needs.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Maintained and updated the customer service database.
  • Answered incoming calls from residential and small business customers on iOS products.
  • Devised solutions to operations issues related to Mac and iOS issues, working closely via phone, email, and live chat.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
07/2018 to 07/2019 Tier 1 Technical Support Advisor Greatcall | Reno, NV,
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
07/2015 to 07/2016 Customer Service Representative Concentrix | City, STATE,
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
Expected in 06/2001 High School Diploma | South View High School, Hope Mills, NC GPA:
Expected in 06/2002 Certificate | Cosmetology Dudley Beauty School - Kernersville, Kernersville, NC GPA:
Expected in 07/2012 Certificate | Aesthetician Miller Motte, Fayetteville, NC, GPA:

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Resume Overview

School Attended

  • South View High School
  • Dudley Beauty School - Kernersville
  • Miller Motte

Job Titles Held:

  • Owner/Operator
  • Technical Support Representative
  • Tier 1 Technical Support Advisor
  • Customer Service Representative


  • High School Diploma
  • Certificate
  • Certificate

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