Summary

Overview

Work History

Education

Skills

Timeline

AIRELLE JACKSON

Stafford

Summary

Supervisor, Retail clerk, Cashier, Sales & Customer Service Representative, Retail Clerk with over 7 years experience including cashiering, stocker & sales. Able to meet strict deadlines, great team player and very attentive to details. Proven skills: Cashiering Fitting Room Sales Customer Service Computer Data Entry, Stocking Tagging, Merchandising, Designing, Copy & Print , Technical Support Representative

Overview

years of professional experience

2020

years of post-secondary education

Work History

Customer Service Representative /Tier 2 Technical Support Specialist

Continuum Global Solutions

02.2021 - 08.2025

Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
Assessed technical complexity of tickets to escalate to Tier 3 team.
Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
Managed escalated support tickets, ensuring timely responses and effective problem-solving strategies.
Achieved consistent positive performance reviews from both customers and management, reflecting dedication towards delivering top-notch support services.
Developed comprehensive documentation for frequently encountered issues to facilitate faster resolutions.
Streamlined troubleshooting processes for quicker issue resolution and improved customer experience.
Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
Exceeded departmental targets in terms of resolved cases per month continuously throughout tenure as a Tier 2 Technical Support Specialist.
Dispatched field service technicians to correct issues requiring in-person technical assistance.
Delivered exceptional customer service while addressing user inquiries via phone, email, or live chat channels promptly.
Reduced ticket escalation rates to senior staff by developing comprehensive knowledge base for Tier 2 support issues.
Increased first-call resolution rates, employing advanced problem-solving techniques.
Managed high-volume calls while maintaining professionalism and courtesy.
Documented customer complaints accurately for future reference and analysis.
Answered customer inquiries and provided accurate information regarding products and services.
Provided excellent customer service to resolve customer complaints in a timely manner.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Updated databases with new and modified customer data.

Supervisor/Manager

Staples

10.2013 - 09.2019

Company Overview: Technology
Operate copy & print center, cash register.
Technology
Enhanced employee retention rates through the development of comprehensive professional development plans for staff members.
Implemented cost-saving measures, resulting in significant reduction of operational expenses.
Assisted with process improvement by identifying operational issues, suggesting potential solutions and supporting implementation.

Help with daily operations

The Diaper Cake Bear

02.2013 - 07.2015

Help with daily operations of baby boutique including customer service, cashiering, display & tagging, stocking and shipping & receiving.

Sales Clerk

Burlington Coat Factory

04.2012 - 02.2013

Including cashiering, customer service, stocking, displaying and tagging.
Maintained a clean, organized sales floor to promote a pleasant shopping experience for customers.
Developed strong relationships with customers, driving repeat business and loyalty.
Processed transactions quickly and accurately, maintaining a high level of customer satisfaction.
Collaborated with team members to achieve store sales targets and improve overall performance.
Assisted customers by finding items quickly to boost store satisfaction rates.

Salesperson

Kohls

02.2011 - 04.2012

With experience in customer service, cashiering, fitting room, tagging and stock.

Cashier

Blooms Grocery

03.2010 - 02.2011

Including customer service and stocking.
Welcomed customers and helped determine their needs.
Greeted customers entering store and responded promptly to customer needs.
Restocked and organized merchandise in front lanes.
Assisted customers with returns, refunds and resolving transaction issues.
Counted money in cash drawers at beginning and end of shifts to maintain accuracy.