Jocelyn C

System Support Specialist

Website • Fulltime

Dec 2025 - Present • 7 mos

• Deliver service excellence and support to end-users using an automated ticketing system, utilising primarily email and phone-based support • Diagnose, test and resolve technical system issues • Escalate issues can’t be resolved by Support to our Back-end Development teams • Assist clients with user education/training enquiries • Initiate portal feeds and third-party integrations • Deliver technical information to a non-technical audience • Follow support-driven processes for ticket triage and appropriate completion • Effective ticket management to ensure the optimum outcome for the client • Utilising supporting software to improve efficiency and service delivery for clients • All tickets have the required information for historic and escalation protocols • Display, always, the company values and a proactive approach to daily work • Create and maintain Tier 1 Confluence Pages for key tasks

Operations Coordinator

Outsource Demand • Fulltime

Nov 2023 - Nov 2025 • 2 yrs

Correct Company Name: GoPeople SameDay Delivery -Group and assign jobs to drivers while ensuring the timely completion of deliveries. -Follow up with drivers and provide the necessary support to ensure successful delivery. -Conduct training for drivers to improve their skills and knowledge. -Respond to customer inquiries through email and other communication channels. -Handle customer cases and complaints positively, empathetically, and professionally. -Keep records of customer interactions, transactions, comments, and complaints.

Email Support

SHEIN • Fulltime

Apr 2021 - Jun 2023 • 2 yrs 2 mos

-Identify and assess customers’ needs to achieve -satisfaction -Follow communication procedures, guidelines and policies. Take the extra mile to engage customers. -Customer orientation and ability to adapt/respond to different types of characters