Jeffrey Jimenez

With 18 years of dedicated experience in the Business Process Outsourcing (BPO) industry, I am a versatile professional specializing in Research Analysis, Customer Experience (CX), and Technical Support. Throughout my career, I have cultivated a unique blend of analytical rigor and technical expertise, allowing me to solve complex problems while maintaining a relentless focus on the end-user experience. My background spans across global industry leaders such as Google Operations Center, Infosys BPM, and Sutherland Global Services, where I have consistently driven operational excellence and data-informed decision-making.

In my recent roles as a Research Consultant and Recruitment Coordinator, I have managed the end-to-end lifecycle of market research projects. This includes everything from defining specific study goals and deliverables to recruiting and screening participants for high-profile clients like Google. I am highly skilled in both qualitative and quantitative data analysis, utilizing surveys, focus groups, and complex data models to identify trends and actionable insights that influence product development and strategy. I pride myself on completing thorough competitive assessments that provide organizations with a clear edge in the market.

My technical foundation was built over a decade of serving as a Technical Support Specialist and Lead IT Helpdesk Subject Matter Expert. I possess a deep understanding of software troubleshooting, specifically within accounting systems like Intuit QuickBooks and hardware maintenance. Beyond individual troubleshooting, I have excelled in leadership capacities, mentoring Tier 1 agents, facilitating coaching sessions, and streamlining repair processes to ensure support consistency. My ability to translate intricate technical concepts into easy-to-understand guidance has been a cornerstone of my professional reputation