Jhedffrey D.
Mid-Level Call Center Supervisor
Open to offersNew to PlatformAbout
Jhedffrey D. is an accomplished professional with over 5 years of experience blending roles in customer service and technical support across various industries. He has held positions such as Call Center Supervisor at Consumer Legal Group and technical support roles at companies like Teleperformance and Concentrix. In his supervisory capacity, Jhedffrey led a team of customer service representatives, focusing on enhancing team productivity and ensuring that performance exceeded KPIs and SLAs. His background also includes in-depth technical troubleshooting for companies like AT&T and Bell Canada, where he managed technical support calls and facilitated smooth customer interactions. Proficient in MS Office and Google Drive, Jhedffrey also possesses skills in video creation and graphical design. His strong communication and time management skills are complemented by his ability to foster positive work environments and optimize processes for improved customer satisfaction.
Experience
Call Center Supervisor
CloudStaff · 2023 — 2025Oversaw a team of customer service representatives, facilitating team cohesion and effectiveness. Ensured team performance was aligned with KPIs and SLAs while providing continuous coaching and mentoring. Conducted performance evaluations and developed strategies to enhance productivity and maintain a positive work environment.Senior CSR
Outsource Accelerator · 2023 — 2023Provided assistance as a Senior Customer Service Representative.Technical Support Representative
Teleperformance · 2022 — 2023Delivered technical support for AT&T, diagnosing and resolving customer hardware and software issues over the phone. Guided customers through troubleshooting processes and escalated complex issues when necessary. Documented all interactions and solutions to maintain comprehensive case management.Technical Support, Advisor I
Concentrix · 2021 — 2022Provided technical assistance to dealers of Caterpillar by resolving asset-related issues and digitizing documentation processes. Used SalesForce for communications via email and ensured timely resolutions of dealer inquiries while keeping accurate records of interactions.Technical Support Representative
Quantrics Enterprises, Inc. · 2019 — 2020Supported business owners with troubleshooting technical issues related to Bell Canada’s internet, phone, and TV services. Scheduled technician visits as required and communicated troubleshooting steps clearly to customers. Kept detailed records of all interactions for reference.Customer Service Representative, C2 Agent
Inspiro Relia, Inc. · 2018 — 2019Assisted Dish customers in understanding their phone and TV service bills while providing minor technical support. Managed customer interactions through inbound and outbound calls, addressing inquiries and processing billing disputes according to business protocols.
Skills & Expertise
Education
- Bachelor in Secondary Education, Major in MAPEH2nd Year College
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