Tevon Bygrave
@tevonbygrave
Customer Service Specialist with 5+ years delivering KPI-driven remote support and troubleshooting.
JamaicaWhat I'm looking for
I’m a results-driven Customer Service Specialist with 5+ years of experience providing remote support, technical troubleshooting, and coaching teams to raise performance. I focus on improving customer satisfaction (CSAT), first call resolution (FCR), and service level agreements (SLAs) through consistent, high-quality service and clear documentation.
In my current role as an Engagement Coach, I coach agents to strengthen KPI performance and CSAT scores, analyze performance data, and drive support process improvements that boost team productivity. Previously, as a Technical Support Representative, I delivered phone, chat, and email support while documenting cases in CRM systems—helping customers get faster resolutions and maintaining strong outcomes.
Experience
Work history, roles, and key accomplishments
Coaches agents to improve KPI performance and CSAT scores by analyzing performance data and delivering actionable feedback. Drives support process improvements to strengthen team productivity.
Managed team performance and KPIs, improving retention through escalation handling and coaching. Conducted performance reviews and supported continuous improvements to customer support outcomes.
Provided remote technical support via phone, live chat, and email while maintaining strong first call resolution and customer satisfaction. Documented cases in CRM systems to support resolution and service quality.
Education
Degrees, certifications, and relevant coursework
St. Pius Skills Training Center
NCTVET Level 1, Information Technology
Completed NCTVET Level 1 training in Information Technology at St. Pius Skills Training Center.
Tivoli Gardens High School
High School Diploma, Mathematics, English & Computer Skills
Earned a high school diploma with a focus on Math, English, and Computer Skills.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Job categories
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