Jaeger Shiffman
Gallatin,TN
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
18
18
years of professional experience
Work History
IRC Contact Systems Coordinator
Perdoceo Education
Remote
07.2025 - 03.2026
- Maintained consistently high metrics, in the top 10 of a team over 100 people, for a high volume call center, taking over 500 calls per day.
- First point of contact for prospective students for Perdoceo's online and ground campuses.
Tier 2 Inbound Call Center Representative
Conduent
Remote
11.2023 - 06.2025
- Providing senior level customer service to cardholders for Direct Express and Way2Go cards. Auditing, deescalation, and dispute resolution as primary duties, while maintaining quality metrics above expected levels in a remote call center environment.
- Handled high volume inbound calls, addressing customer inquiries and concerns efficiently.
Senior Applecare Advisor
Kelly Connect
Remote
01.2019 - 09.2020
- Provided exceptional customer support for Apple products, resolving technical issues and inquiries efficiently.
- Mentored new advisors on best practices, improving team performance and knowledge retention.
- Tended to customer satisfaction, and providing point of contact communication between customers and engineering on emerging issues
Office Clerk, Warehouse Management
CornerStone Staffing
Fort Worth, TX
09.2018 - 01.2019
- Performed high volume data entry on AS/400 systems as well as transcription, and email notification.
Floor Manager and Bar Back
Chat Room Pub
Fort Worth, TX
06.2016 - 09.2018
- Supervised daily operations, ensuring high-quality service and customer satisfaction.
- Collaborated with management on strategic initiatives to enhance overall pub experience.
Barista
Central Market
Fort Worth, TX
10.2015 - 06.2016
- Prepared high-quality coffee beverages following standard recipes and customer preferences.
- Always gave a little extra Gelato on the cone
Applecare Advisor
Apple
Remote
02.2014 - 09.2015
- Provided exceptional customer support for Apple products, resolving technical issues and inquiries efficiently.
- Tended to customer satisfaction, and providing point of contact communication between customers and engineering on emerging issues
Break-fix Solutions Engineer
Support.com
Remote
08.2008 - 08.2013
- Remote call center customer service, removal of infections in Windows operating systems over remote client, network and system error diagnostic and repairs, routing of calls in a team based environment.
- Conducted troubleshooting sessions to resolve complex customer issues efficiently.
Education
High School Diploma -
Western Hills High School
Fort Worth, TXSkills
- 10 years IT experience
- 10 years call center experience
- 20 years customer service
- Network Systems: Installation, routing, security, and wireless configuration on Windows, OSX, and Linux platforms
- Computer Hardware: System building installation, maintenance and troubleshooting
- Microsoft Office Suite
- Staff scheduling & appointment setting
- 60WPM Typing
- Data and order entry
- Telemarketing & cold calling
- Software troubleshooting
- Remote support specialist experience
Timeline
IRC Contact Systems Coordinator
Perdoceo Education
07.2025 - 03.2026
Tier 2 Inbound Call Center Representative
Conduent
11.2023 - 06.2025
Senior Applecare Advisor
Kelly Connect
01.2019 - 09.2020
Office Clerk, Warehouse Management
CornerStone Staffing
09.2018 - 01.2019
Floor Manager and Bar Back
Chat Room Pub
06.2016 - 09.2018
Barista
Central Market
10.2015 - 06.2016
Applecare Advisor
Apple
02.2014 - 09.2015
Break-fix Solutions Engineer
Support.com
08.2008 - 08.2013
High School Diploma -
Western Hills High School