Jayson Hughes
@jaysonhughes
Customer support and learning professional combining technical troubleshooting, benefits administration, and team training.
United StatesWhat I'm looking for
I’m a customer-focused support and learning professional with a track record of progressing from technical support and call-center roles into leadership and training. Most recently, as a Flex Learning Apprentice at Foundever, I facilitated training sessions for 20–30+ agents, monitored and tracked attendance for accuracy and compliance, and identified at-risk staff to implement proactive support strategies.
Alongside training, I’ve built strong benefits administration experience as a Member Advocate—handling complex inquiries involving COBRA, HSA, FSA, HRA, and Commuter Spending Accounts, including Open Enrollment and major life events. Earlier, I spent nearly three years as an Inbound & Outbound Technology Support Agent resolving hardware and software issues, dispatching technicians, and documenting faults in ServiceNow to keep customers supported and teams aligned.
Experience
Work history, roles, and key accomplishments
Facilitated training sessions for 20–30+ agents to support onboarding and performance readiness. Tracked attendance for compliance, identified at-risk staff for proactive support, and maintained detailed documentation of IT issues for timely resolution.
Handled high volumes of customer inquiries related to COBRA and multiple health and spending account programs. Resolved benefits and effective date issues by consulting vendors/carriers as needed and escalating calls when further review was required.
Resolved inbound and outbound customer issues by investigating hardware/software problems and escalating complex cases to internal teams. Dispatched technicians when required and documented device faults in ServiceNow.
Inbound Customer Service Representative
Sitel Group
Aug 2022 - Oct 2022 (2 months)
Handled high-volume inbound calls to resolve customer issues and assist with orders, refunds, and other transactions. Documented customer complaints and escalated calls to internal teams when needed.
Customer Service Representative
Anderson Services LLC
May 2022 - Jul 2022 (2 months)
Provided customer support by resolving issues, processing orders and refunds, and handling customer inquiries. Maintained records of customer complaints and escalated matters to the appropriate authority when required.
Education
Degrees, certifications, and relevant coursework
Enterprise State Community College
GED, General Education Development (GED)
Pursued a GED through Enterprise State Community College in 2021 (Sep–Nov).
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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