Looking for a job

Jean Brown

@jeanbrown

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I resolve SaaS customer issues, report bugs, and improve onboarding across bilingual support channels.

Honduras

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What I'm looking for

I'm looking to apply my bilingual technical support, bug reporting, customer onboarding, and quality improvement experience in a role focused on resolving customer issues and improving SaaS platforms.

At Flight CX, I resolve billing, account access, technical bug, feature usage, moderation, and navigation issues through email and chat. I also escalate recurring bugs and feature requests to product teams and create AI Agent community prototypes for smoother launches.

I've built customer support, technical troubleshooting, and QA experience at PartnerHero and Startek Honduras, including portable scanner diagnostics, bug reporting, QA workflow improvements, performance reporting, and agent coaching. I work bilingually in English and Spanish with a focus on accurate, customer-focused resolutions.

Experience

Work history, roles, and key accomplishments

Customer Support Advocate

Flight CX

Apr 2023 - May 2026 (3 years 1 month)

• Responded to customer inquiries via email and chat, resolving issues related to billing, account access, technical bugs, feature usage, content moderation, and platform navigation.
• Escalated software bugs and feature requests to internal product teams, identifying recurring issue trends to drive platform improvements.
• Created community prototypes using a custom AI Agent, accelerating custome

Customer Support Associate

PartnerHero

Jul 2021 - Nov 2022 (1 year 4 months)

• Managed customer care tasks including order status updates and product inquiries via email and chat with a focus on accuracy and timely resolution.
• Troubleshot and resolved technical issues with portable scanners and barcode-generating software, reducing escalation rates.
• Identified, documented, and reported software bugs for portable scanning devices, compiling detailed

Quality Assurance Advocate

Startek Honduras

Sep 2017 - May 2019 (1 year 8 months)

• Developed streamlined QA workflows and redesigned reporting templates, improving clarity and efficiency across the department.
• Delivered weekly performance reports, facilitated team meetings, and conducted one-on-one coaching sessions tailored to individual agent needs.
• Performed thorough call evaluations to identify development opportunities, track agent progress, and recognize achievements

Customer Care Representative

Startek Honduras

Mar 2016 - Aug 2017 (1 year 5 months)

• Guided customers through company services and resolved account statements and billing inquiries efficiently.
• Delivered responsive, solutions-focused customer service, achieving timely problem resolution and high satisfaction rates.
• Proactively communicated promotions and discounts, enhancing the overall customer experience.