• Jefferson brings over 15 years of diverse professional experience with a strong foundation in technical support, customer service, and operations management.
• His career began in the BPO industry, spending nearly a decade in tech support roles (primarily for Dell) and financial services (Chase Bank).
• He later transitioned to the freelance and startup space, gaining hands-on experience in social media content creation, guest support, project management, and team building.
• His multifaceted background equips him with a unique ability to adapt across industries, having supported international clients in real estate, property management, fintech, and hospitality.
• He is a strong communicator with a clear grasp of operational efficiency, service recovery, and digital platform workflows—making him well-suited for hybrid roles involving both support and systems thinking.
• Communication & Soft Skills
• Jefferson is articulate, composed, and customer-centric. He emphasizes empathetic listening, especially when dealing with frustrated or tech-averse users. 
• He is also highly resourceful, demonstrating a proactive attitude when it comes to upskilling, learning new tools, and moving across roles.
• His experience writing playbooks and SOPs for guest support teams reflects strong documentation skills and the ability to communicate clearly and efficiently in written form.
• Analytical Thinking & Adaptability
• Jefferson has a solid foundation in troubleshooting logic and process optimization. His responses show structured thinking—breaking down problems into stages to locate root causes.
• As a former team lead and project manager, he has helped design support workflows and knowledge libraries, showing an understanding of scalability and operational clarity.
• He also emphasized adaptability, having taken on new roles such as property management and project coordination by self-studying relevant skills and tools (e.g., SEO, branding, content creation).
• This learning agility is a significant strength, especially in AI-assisted support roles where workflows evolve rapidly.
• Technical & Platform Experience
• CRM/Support Tools: Familiar with CRM systems; while he hasn’t used Intercom or Notion yet, he’s confident in picking up new platforms independently
• Technical Support: 8 years of experience resolving hardware/software issues, including remote desktop support
• Project & Social Tools: Has worked extensively with social media platforms, lead generation tools, and content planning tools
• Knowledge Base Development: Created internal documentation, SOPs, and support playbooks
• Open to AU and US time zone shifts
• Can start immediately
• Jefferson is a well-rounded and experienced professional whose background in technical support, remote operations, and documentation makes him a strong fit for AI-driven or tech-integrated customer service roles.
• His leadership background, resourcefulness, and strong communication skills stand out, making him ideal for dynamic and fast-scaling support environments.

Strongest Behaviors

• Risk-taking, daring, and focus on future goals; this individual is more concerned with where they’re going than either how they’ll get there, or where they’ve been. Adaptable, operates flexibly.
• Makes decisions and takes action, even with little proof confirming their decision. Confident in their own ideas and unimpressed with tradition.
• Flexible approach to “the book” often bends the rules and does things their own way. An innovative, "outside the box" thinker who is undaunted by failure.

Behavioral Summary

Jefferson Cole is independent and individualistic in thinking and behavior. Has strong ideas and opinions and expresses them with confidence and certainty.

Having a willingness to take risk, this individual is likely to develop and act on ideas that are distinctly new or unconventional. This is a creative and nonconformist personality.

In expressing and acting on their ideas, this individual is determined and persistent and has the kind of confidence and nerve involved in initiating innovation or change. Very determined and persistent, once a goal is set they’ll generally push hard to reach it, regardless of the goal’s popularity with others. Undaunted by criticisms or failures.