Open to opportunities

Tracy Jackson

@tracyjackson

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Technical Support Representative turning complex issues into clear solutions.

United States

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What I'm looking for

I’m looking for a fast-paced role where I can combine customer support and analytical skills—using ticketing, troubleshooting, and investigations—to resolve issues quickly, improve experiences, and grow with a collaborative team.

I’m a detail-oriented, organized, and meticulous Technical Support Representative who works at a fast pace to meet tight deadlines. I enjoy offering clients easy-to-understand guidance and actionable advice that restores service and functionality.

In my Tech Support role, I assisted customers in identifying issues and explained solutions, using ticketing systems to manage support actions and requests. I resolved a diverse range of technical issues across multiple systems and applications, documented support interactions, and supported customers and end-users across various time zones.

I’ve also built strong investigation and claims experience as a Fraud/Merchant Chargeback Specialist and Claims Representative. I processed and reconciled vendor and customer disputes, maintained chargeback documentation, updated revenue reports and cardholder records, and analyzed complex escalated claims to determine next steps and outcomes.

Experience

Work history, roles, and key accomplishments

Chargeback Specialist

FIS Global Solutions

Nov 2022 - Oct 2023 (11 months)

Processed and reconciled vendor disputes by posting chargebacks and related credit card transactions, while maintaining documentation for each case. Updated revenue reports and cardholder records to support accurate dispute tracking.

Chargebacks Revenue Reporting Cardholder Records Documentation Management

Technical Support Representative

Apple

Dec 2021 - Oct 2023 (1 year 10 months)

Assisted customers in identifying issues and provided clear, actionable guidance to restore service and functionality. Managed support requests through ticketing systems, documented interactions, and resolved technical problems across multiple systems and applications.

Technical Support Troubleshooting Ticketing Systems Customer Support Documentation User Support Incident resolution Communication

Claims Representative

UnitedHealth Group

Oct 2020 - Oct 2021 (1 year)

Analyzed and addressed escalated claims to resolve issues quickly in a fast-paced environment. Researched complex claims, determined next steps and likely outcomes, and updated the claims system to track status and provide relevant information.

Claims Processing Claims Investigation Data Analysis Healthcare Claims Claims Systems Case Management Documentation Fast Paced Environment

Customer Service Representative

CVS

May 2018 - Sep 2020 (2 years 4 months)

Maintained customer satisfaction by addressing concerns, offering advice and assistance tailored to customer needs, and resolving issues. Updated account information and handled inbound telephone inquiries promptly to minimize customer wait times.

Customer Service Phone Support Account Updates Conflict Resolution Communication Record Maintenance Customer Satisfaction