Jocelyn Cox Email and Phone Number

●      Successfully maintain a consistent and cohesive voice across several knowledge bases ●      Define and monitor KPI's to assess the impact of documentation processes ●      Interpret metrics, feedback, and other data to continuously improve the customer experience.●      Plan, develop, and organize workflows and SOP guidelines●      Partner with usability teams, product owners and developers to champion user interface simplicity, clarity, and consistency.

●      Stakeholder and end user documentation collaboration and process development ●      Review and resolve escalated incidents for frontline analysts ●      Develop and nurture relationships with subject matter experts in cross-functional areas●      Release notes and SOP updates for business products, devices, and applications

●      Internal and external end user product  education through technical documentation ●      Training and mentoring new employees in KCS methodology●      Align documentation with operational and regulatory requirements through cross-functional teamwork. ●      Partner with peers in Customer Tech Support to improve processes, systems, and tools●      Gather information to support accurate procedure development

I am responsible for providing excellent customer support for multiple hardware platforms and operating systems. Apple, Android, Windows, and BlackBerry personal mobile devices are serviced by me. I also assist with other mobile tech devices and connected peripherals. This is completed over the phone or through our messaging website or chat. Some of the processes entail the activation, set- up and content restore/transfer of new and/or reconditioned devices. Other processes include accessing any technical issues on the customer’s device and completing troubleshooting to resolve them after evaluating their concerns and issues. I also educate customers on their device capabilities.

Completed the activation, set-up and content restore/transfer of new and/or reconditioned devices. Other processes included accessing any technical issues on the customer’s device and completing troubleshooting to resolve them after evaluating their concerns and issues. I also educated customers on their device capabilities.

Customers were assisted with the activation, set-up, and content restore/transfer of their replacement mobile devices. Troubleshooting was used after evaluating customer’s statements to resolve technical issues with all personal mobile devices and Mac/PC computers. I assisted customers with getting the most out of their products and services by providing product knowledge and excellent customer service.