Javaughn Clarke

I’m a contact center professional with 9+ years of experience in customer support across voice and chat environments. I bring a strong grasp of operations, quality standards, and what good agent performance looks like in high-volume conditions.

In my current role as a Chat Customer Care Agent at Contax360 BPO Solutions, I support airline customers with bookings, changes, and general inquiries. I resolve issues efficiently while meeting response-time and quality expectations, and I keep my work accurate by documenting interactions and updates across multiple systems.

At Conduent (2017–2025), I started as a Customer Care Agent handling voice and chat interactions for billing and service-related issues. I progressed to Subject Matter Expert (SME), where I supported agents with process questions and system navigation during live operations, then stepped into Acting Supervisor duties to help maintain workflow coverage and handle escalations.

What drives me is helping teams stay consistent, compliant, and confident—through coaching, process guidance, and floor support. I’m now seeking to transition into a Contact Centre Trainer role, using my quality and operational understanding to improve performance, strengthen adherence to standards, and support agents as they grow.