Customer Relationship Management Expert | 10+ Years in Sales, Technical Support & CRM Optimization | Proven Track Record in Coaching, Sales Forecastin...
Jason
Technical Support Specialist
$1,840 – $2,650/mo
About
My experience includes customer service operations (from support to supervisory experience), analytics Real time analysis, performance reporting, presentation and solution implementation), support (technical and retention), sales (inbound, lead conversion, inside sales and development), and customer success. Building strong relationships with clients with good work is what I do. I’ve also managed projects, and do digital marketing via content creation and social media management.
Industry Experience
Customer Service Software
SaaS Platforms
Marketing & Advertising
Project Management Software
E-Commerce
Software Experience
Candidate Information
Availability
Full-Time
Work Arrangement
Remote
English Level
Native Fluency (C2)
Roles Qualified For
Work Experience
Sales Representative
09/2018 - 11/2020www.concentrix.com
Jamaica
Screening and qualifying leads for customer ERP and CRM software needed to solve company issues.
Qualification target of 28-35% (Raises each year) always met.
Top Sales Agent
SME/ Sales Coach - Coaching and assisting others to hit their targets by passing on best practices via side by side or live monitoring sessions.
Technical Support Specialist
02/2014 - 12/2017https://www.sutherlandglobal.com/
Jamaica
Technical Support via live chat for a cable and internet company.
Assisting customers with Internet connectivity issues configuring networks, modem resets, technician appointment setting and more.
Escalation handling; Customer follow ups once presented with negative feedback and retention efforts when needed.
Coaching and Best Practice guidance for peers to boost customer satisfaction, sales and customer retention.
Data Analyst
11/2020 - 11/2024www.concentrix.com
Jamaica
Workforce Supervisor (Nov 2023 - Nov 2024)
- I lead and developed Real Time Analysts through ongoing coaching, feedback, and performance alignment with both individual and team goals. I oversaw and optimized Real Time, Analytics, and reporting functions, ensuring accuracy and alignment with operational and delivery needs.
- I acted as a key liaison across WFM functions and senior leadership, delivering regular trend analysis and insights to guide operational success.
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Workforce Analyst (Nov 2021 - Nov 2023)
- I monitored real-time workforce performance for Client Command Centers, reporting key metrics (shrinkage, attendance, adherence) and recommending staffing adjustments such as overtime and schedule changes.
- I developed and maintained reporting tools and templates (Excel/Power BI), delivering insights through trend analysis and detailed Root Cause Analysis (RCA) to support decision-making.
- I maintained and enhanced operational processes by updating SOPs, proposing data-driven improvements to leadership, and leveraging platforms like Genesys, Avaya/CMS, Pulse, and NICE/IEX.
Customer Success Manager
08/2025 - 05/2026www.vdbapp.com
United States
- I built and managed strong client relationships, driving customer satisfaction, retention, and long-term growth while serving as the primary point of contact. - 9 Projects Handled
- I promoted product adoption and customer success through strategic guidance based on customers vision for their company, internal data-driven insights, and cross-functional collaboration to resolve issues and enhance the overall experience.
Tools utilized: Salesforce, Zight, LayerPath, JIRA, Rocketlane
Content Marketer
05/2026 - 06/2026https://jamautoextras.com/
Jamaica
- I shot, edited and directed a few ad campaigns for social media marketing.
Sample: https://drive.google.com/file/d/1b5C_M5cK8matAPWjGShLr1ehPg9EDTy_/
Licenses, Certifications & Awards
Supervisor Certificate
Global Services Sector (GSS)
01/2024
Trusted by GTM teams at:
