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Jessica Jones

@jessicajones4

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I resolve customer issues through remote Tier I technical troubleshooting and clear, step-by-step support.

United States

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What I'm looking for

I'm looking for a remote customer or technical support role where I can troubleshoot issues, guide users through solutions, maintain ownership of customer concerns, and deliver strong results in a quality- and metrics-driven environment.

I've supported high-volume remote customers at Verizon Wireless and The Hartford, resolving account, service, billing, policy, and technical concerns across multiple systems.

At Verizon Wireless, I provided Tier I-style support for mobile devices, connectivity, calling, messaging, mobile data, device settings, applications, account access, and digital self-service tools. I earned Verizon Legends Awards in 2017, 2018, and 2019 as a Top 1.5% YTD performer.

I use active listening and probing questions to identify likely causes, document issue details, guide non-technical users through clear troubleshooting steps, and escalate issues when specialized support is needed.

I'm comfortable working independently in metrics-driven remote environments while maintaining ownership of the customer experience, protecting confidential information, and delivering accurate resolutions.

Experience

Work history, roles, and key accomplishments

Customer Relationship Specialist

The Hartford

Jul 2024 - Oct 2025 (1 year 3 months)

Provided high-volume remote customer support while researching policy, billing, and account questions. Used active listening and critical thinking to resolve complex concerns and de-escalate high-stress interactions.

Customer Support Policy Research Billing Account Management Active Listening Critical Thinking Documentation De escalation Remote Work

Customer Service Advocate

Verizon Wireless

Feb 2015 - Aug 2023 (8 years 6 months)

Provided remote customer service and Tier I-style technical assistance for mobile devices, service connectivity, and account access. Earned Verizon Legends Awards as a Top 1.5% YTD performer in 2017, 2018, and 2019.