Summary
Overview
Work History
Education
Skills
Certification
Technical Tools
Timeline
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Rocquelle Morgan

Hampton

Summary

Detail-oriented and tech-savvy Remote Customer Service Representative with 7+ years of experience delivering exceptional support across e-commerce, telecommunications, and tech industries. Proven track record in handling high-volume inquiries via chat, phone, and email while maintaining high CSAT scores. Skilled in technical troubleshooting, fraud detection, claims resolution, and CRM system navigation. Committed to enhancing the customer journey through empathy, accuracy, and first-contact resolution.

Overview

11
11
years of professional experience
1
1
Certification

Work History

College Board Rep

Alorica
04.2025 - Current
  • Responded to customer requests for products, services, and company information.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Visual Verifier (Remote)

U-Haul Moving & Storage
06.2024 - 03.2025
  • Validated documents and customer-submitted media for accuracy and fraud risks in real-time.
  • Entered and reviewed sensitive information across internal databases while ensuring data integrity.
  • Investigated inconsistencies and coordinated follow-up communications with internal support teams.

Customer Service Representative (Remote)

QVC
10.2021 - 04.2024
  • Delivered personalized assistance to 80+ customers daily via phone and chat, maintaining a 95% satisfaction rate.
  • Resolved billing, order tracking, returns, and account access issues using proprietary CRM tools.
  • Monitored customer trends and flagged potential fraud or security concerns.
  • Maintained detailed case notes and escalated technical issues when necessary.

Store Manager & Assistant Manager Roles

Finish Line, T-Mobile, Footlocker, JD Sports
01.2018 - 01.2024
  • Supervised cross-functional teams in retail settings with full accountability for operations, customer service, and staff development.
  • Led coaching and performance management to improve customer service metrics.
  • Managed inventory, resolved escalated customer concerns, and ensured POS system accuracy.

Technical Support Representative (Remote)

Apple
12.2014 - 01.2019
  • Provided Tier 1 support for software/hardware issues via chat and phone, including device setup, iOS troubleshooting, and app navigation.
  • Assisted customers in resolving complex technical concerns and escalated high-priority cases.
  • Maintained a high-resolution rate with strong emphasis on empathy, professionalism, and efficiency.

Education

High School Diploma -

Phoebus High School
Hampton, VA
01.2003

Skills

  • Remote Customer Support
  • Live Chat & Email Support
  • CRM & Ticketing Systems
  • Fraud Detection & Risk Management
  • Claims Processing
  • Data Entry & Verification
  • Conflict Resolution
  • Technical Troubleshooting
  • Multitasking & Prioritization
  • Knowledge Base Utilization
  • KPI Achievement
  • Remote Collaboration & Self-Management

Certification

Licensed Notary, Commonwealth of Virginia

Technical Tools

  • Zendesk
  • Salesforce
  • LivePerson
  • Microsoft Teams
  • Zoom
  • Google Workspace
  • CRM Tools
  • Remote Desktop Software

Timeline

College Board Rep

Alorica
04.2025 - Current

Visual Verifier (Remote)

U-Haul Moving & Storage
06.2024 - 03.2025

Customer Service Representative (Remote)

QVC
10.2021 - 04.2024

Store Manager & Assistant Manager Roles

Finish Line, T-Mobile, Footlocker, JD Sports
01.2018 - 01.2024

Technical Support Representative (Remote)

Apple
12.2014 - 01.2019

High School Diploma -

Phoebus High School

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Rocquelle Morgan