Jeddrick Peters
Arlington,TX
Summary
Technical Specialist with strong analytical and problem-solving skills, adept at deploying and maintaining complex systems. Proven ability to collaborate with cross-functional teams, fostering environment of trust and flexibility. Skilled in troubleshooting, system optimization, and providing technical support. Known for delivering consistent results and adapting to evolving project requirements. Currently acquiring Full Stack and Comptia Security+ certifications exams scheduled for Spring and Summer 2025. Then S.A.P. certification Spring 2026
Overview
12
12
years of professional experience
Work History
Quality Assurance Specialist/Technical Support Representative
BCA Financial Services
10.2024 - Current
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured employee compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Streamlined the documentation process, ensuring adherence to industry standards and regulatory requirements.
- Performed risk assessments on potential new projects, helping management make informed decisions about resource allocation and project priorities.
- Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Enhanced efficiency of QA department, introducing metrics-driven performance evaluations.
- Enhanced team collaboration, leading cross-functional meetings to discuss quality assurance findings and improvements.
- Fostered culture of continuous improvement, organizing training sessions on latest quality assurance best practices.
- Recorded and organized test data for report generation and analysis.
- Liaised between quality control and other departments and contractors, providing project updates and consultation.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Researched and identified solutions to technical problems.
- Developed user-friendly guides for common issues, reducing volume of support tickets.
- Increased first-call resolution rates by developing comprehensive knowledge base accessible to all team members.
- Reduced call handling time, implementing efficient diagnostic protocols.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
Quality Assurance Specialist/Technical Support Representative
Phoenix Financial Services
01.2023 - 10.2024
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Collaborated with cross-functional teams to develop robust quality assurance strategies for new work/system flow.
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Enhanced efficiency of QA department, introducing metrics-driven performance evaluations.
- Documented and reported quality assurance outcomes, providing actionable insights for product development teams.
- Bolstered consumer confidence in product reliability with comprehensive quality assurance strategies.
- Mitigated risks associated with product non-compliance, conducting rigorous quality control assessments.
- Enhanced team collaboration, leading cross-functional meetings to discuss quality assurance findings and improvements.
- Collected and analyzed data to measure effectiveness of quality control processes.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Achieved recognition for outstanding problem-solving skills in complex technical environments.
- Streamlined communication between technical support and development teams, leading to quicker bug fixes.
- Diagnosed and troubleshot hardware, software and network issues.
Call Center Team Lead/Quality Assurance Specialist
ADT/SunPro Solar
03.2019 - 01.2023
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Implemented new technology solutions that streamlined processes and improved overall efficiency within the call center environment.
- Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
- Promoted a culture of continuous learning within the team by sharing resources on industry updates and best practices.
- Utilized data-driven insights to make informed decisions regarding staffing levels, shift schedules, and performance management strategies.
- Recommended products to customers, thoroughly explaining details.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services.
- Oversaw team of 15 or more agents focused on a variety calls.
- Contributed to company growth by consistently meeting or exceeding sales targets through exceptional team leadership.
- Maintained open lines of communication with upper management, providing regular updates on team progress and challenges faced.
- Boosted employee morale with regular recognition programs, fostering a positive work environment that encouraged productivity.
- Balanced workload and responsibilities among team members, ensuring optimal productivity and job satisfaction.
- Optimized call center operations by identifying inefficiencies, recommending improvements, and implementing necessary changes.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed process controls and metrics for daily management of call center.
- Created team rotations to man center effectively during peak hours.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Reported problems and concerns to management.
- Enhanced efficiency of QA department, introducing metrics-driven performance evaluations.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided backup support for organizational leadership.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
Sales Supervisor
Sprint
09.2015 - 01.2019
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Developed strong relationships with key clients, resulting in repeat business and increased revenue.
- Checked store merchandise regularly for proper display and replenishment.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Analyzed sales data to set quotas and assess potential areas of growth.
- Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Conducted regular performance evaluations, identifying areas for improvement and implementing necessary action plans.
- Assisted in forecasting sales trends, allowing for proactive strategy adjustments based on market conditions.
- Maintained comprehensive knowledge of industry trends, competitor activity, and emerging technologies to inform strategic decision making.
- Facilitated cross-departmental collaboration to ensure cohesive sales and marketing strategies.
- Orchestrated successful product launches, coordinating between marketing, sales, and product development teams.
- Implemented customer relationship management system, streamlining sales process and improving client retention.
- Streamlined sales reporting process, making it easier for management to track progress and identify areas for improvement.
- Achieved top regional sales supervisor award, recognizing leadership in sales strategy and team development.
- Conducted supplier risk evaluations and assisted with regulatory inspections.
Call Center Advisor/Quality Assurance Analyst
Broadsword Student Advantage
01.2013 - 09.2015
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Contributed to team success by consistently meeting or exceeding performance targets.
- Handled escalated customer complaints professionally, working towards mutually beneficial resolutions whenever possible.
- Managed high call volumes, maintaining professionalism under pressure while providing accurate information.
- Maintained a calm demeanor even during challenging circumstances, exemplifying emotional intelligence as a Call Center Advisor.
- Utilized various software tools to efficiently track customer interactions and maintain detailed records of each call.
- Participated in ongoing professional development programs to stay current with industry trends and best practices.
- Identified opportunities for upselling and cross-selling, contributing to increased sales revenue.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
- Identified and resolved discrepancies and errors in customer accounts.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Created and maintained detailed database to develop promotional sales.
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
Education
High School Diploma -
Atlanta High School
Atlanta, TXAssociate of Arts -
Paris Junior College
Paris, TXAssociate of Science - Computer Science
Jacksonvlle College
Jacksonville, TXSkills
- Detail-oriented
- Quality assurance
- Team collaboration
- Data analysis
- Quality management systems
- Documentation and reporting
- Database maintenance
- Operations monitoring
- Equipment calibration
- Statistical analysis
- Data interpretation
- Audit reports
- Mobile testing
- System debugging
- File management
- Project management
Languages
Spanish
Limited Working
Timeline
Quality Assurance Specialist/Technical Support Representative
BCA Financial Services
10.2024 - Current
Quality Assurance Specialist/Technical Support Representative
Phoenix Financial Services
01.2023 - 10.2024
Call Center Team Lead/Quality Assurance Specialist
ADT/SunPro Solar
03.2019 - 01.2023
Sales Supervisor
Sprint
09.2015 - 01.2019
Call Center Advisor/Quality Assurance Analyst
Broadsword Student Advantage
01.2013 - 09.2015
High School Diploma -
Atlanta High School
Associate of Arts -
Paris Junior College
Associate of Science - Computer Science
Jacksonvlle College
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