Open to opportunities

Joel Pesic

@joelpesic

Professional Support Specialist and Operations Specialist delivering high-quality live chat and email support through CRM-driven troubleshooting.

Kenya

Message

What I'm looking for

I’m looking for a role where I can drive customer experience through fast, policy-based digital support, CRM-led troubleshooting, and continuous process improvement—while mentoring others and helping teams reduce resolution time.

I’m a Professional Support Specialist with over 4 years of experience in Customer Support Operations and Customer Experience Management. I’m expert in delivering high-quality Live Chat Support and Email Support within fast-paced, remote work environments, using CRM Systems for complex Customer Troubleshooting. I also maintain technical documentation to support business-to-business support excellence.

In my current role as an Operations Specialist at TELEPERFORMANCE KENYA, I manage end-to-end digital support operations such as driver onboarding, compliance reviews, and account verification with 98% accuracy. I troubleshoot complex operational issues, collaborate cross-functionally to develop best practices that reduce ticket resolution time, and mentor new team members on CRM Systems and support ticket prioritization. I’m passionate about delivering exceptional customer experiences and operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Operations Specialist

Current

Teleperformance Kenya

Nov 2022 - Present (3 years 8 months)

Managed end-to-end digital support operations including driver onboarding, compliance reviews, and account verification with 98% accuracy. Troubleshot complex B2B operational issues via policy-based resolutions and created technical documentation and best practices to reduce ticket resolution time.

Customer Support Operations Support Operations Driver Onboarding Compliance Review Verification Policy And Resolution CRM Systems Business To Business Support Technical Documentation Quality and Productivity Targets Mentorship Cross Functional Collaboration

Customer Support Specialist

Teleperformance Kenya

Jan 2022 - Nov 2022 (10 months)

Provided high-volume customer support via live chat and email for global customers and drivers. Resolved complex account, payment, and billing inquiries using customer troubleshooting, while maintaining rapid response times through support ticket prioritization.

Live Chat Email Support Customer Support Troubleshooting Billing CRM Systems

Frontline Customer Service Representative

Horizons Contact Centers Kenya - Telkom Kenya

Apr 2021 - Dec 2021 (8 months)

Assisted customers through digital support channels while meeting service-oriented standards. Documented interactions in CRM systems and escalated complex technical issues, helping identify recurring pain points to improve the customer experience management workflow.

Customer Service CRM Systems Customer Escalation Customer Experience Management