Jevoughn houston
@jevoughnhouston
I resolve technical issues and improve customer experiences across global support teams.
JamaicaWhat I'm looking for
I'm currently managing collections, disbursements, reconciliations, and financial records at Bellevue Hospital while maintaining strong internal controls across government accounts.
Previously at Digicel, I resolved 70+ technical issues daily through phone, chat, and email, maintained 95% SLA compliance, and reduced repeat ticket submissions by 20%. I guide non-technical users through password resets, modem configurations, and escalated incidents with clarity and empathy.
At The Personal Assistant Hub, I led executive support operations, generated 150 leads per day, built reports and call scripts, and helped raise customer satisfaction from 70% to 91%.
My background also includes customer service, sales, quality auditing, performance coaching, and onboarding at ITEL BPO and Sutherland Global Services. I'm remote-ready and experienced collaborating across EST and international time zones.
Experience
Work history, roles, and key accomplishments
Collection and Disbursement Officer
Bellevue Hospital
May 2026 - Present (4 months)
Recorded financial transactions in FMIS, managed revenue collection, banking, and payment processing, and maintained internal controls and confidential payroll records.
Technical Support Analyst
Digicel
Feb 2024 - May 2026 (2 years 3 months)
Provided technical support and troubleshooting, resolving over 70 issues daily with 95% SLA compliance, and reduced repeat tickets by 20% through personalized solutions.
Executive Team Lead
The Personal Assistant Hub
Feb 2023 - Sep 2023 (7 months)
Scheduled meetings, created reports using Microsoft Office, developed call scripts that boosted customer satisfaction from 70% to 91%, and generated 150 leads daily.
Customer Service Representative
ITEL BPO
Oct 2021 - Feb 2023 (1 year 4 months)
Assisted over 50 non-technical clients daily, achieving 85% first-call resolution and surpassing sales targets by 110% while maintaining efficient call handling.
Conducted weekly audits of customer calls, improving quality assurance scores by 15%, and produced interval reports that reduced wait times by 20% during peak hours.
Education
Degrees, certifications, and relevant coursework
University of the West Indies
Bachelor of Science, Psychology
2024 -
Pursuing a Bachelor's degree in Psychology.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Salary expectations
Job categories
Skills
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