Customer Service Specialist/Onboarding Specialist
Krishna
Customer Support Representative
$2,050 – $2,940/mo
About
I’m Krishna, a customer support professional based in Kingston, Jamaica, with 8+ years of experience delivering high-volume support across phone, email, and chat. I’ve managed 200+ customer interactions daily, maintained 95%+ CSAT, and contributed to improvements that reduced escalations by about 25%, cut repeat issues by 15 to 20%, and improved resolution times by roughly 30%. In leadership roles, I’ve coached teams of 20+ agents and helped boost productivity by 15 to 18% through KPI tracking,
Industry Experience
SaaS Platforms
Telecommunications
Software Experience
Candidate Information
Availability
Full-Time, Part-Time
Work Arrangement
Remote
English Level
Native Fluency (C2)
Roles Qualified For
Work Experience
Technical Support Specialist
02/2023 - Presenthttps://www.j2global.com/
United States
Managed high-volume customer support across phone, chat, and email
Owned customer issues end-to-end, from first contact to final resolution
Served as an escalation point for complex and sensitive cases
Worked with Engineering and QA to resolve issues and reduce escalations
Maintained accurate CRM records and case documentation
Identified recurring issues and supported process improvements
Helped reduce repeat cases by 15 to 20%
Helped reduce resolution times by about 30%
Monitored system behavior and flagged risks early to reduce customer impact
Handled sensitive customer situations with professionalism and clear communication while maintaining 95%+ CSAT
Customer Support Manager
01/2021 - 02/2023https://www.sutherlandglobal.com/
Jamaica
• Supervised and motivated a team of 20 customer service
representatives to meet performance targets and service level
agreements.
• Monitored and analyzed key performance metrics KPIs) to identify
areas for improvement and implement strategies for better
efficiency.
• Conducted coaching and training sessions to enhance team
members' skills, product knowledge, and customer service
techniques.
• Managed scheduling and resource allocation to ensure adequate
coverage and optimal productivity.
• Handled escalations by resolving complex customer issues and
providing guidance to team members.
• Facilitated team meetings to communicate updates, performance
feedback, and company policies.
Customer Support Representative
01/2018 - 12/2020https://www.sutherlandglobal.com/
Jamaica
• Handled200 inboundandoutboundcalls,emails,andlivechats
daily, assisting customers with inquiries, service issues, and
technical support.
• Provided billing support, including processing payments, setting up
payment plans, and addressing billing discrepancies.
• Assisted customers with internet, cable, and phone service
troubleshooting, ensuring timely resolution of technical issues.
• Managed account updates, service activations, plan upgrades, and
cancellations based on customer needs.
• Educated customers on promotions, service features, and retention
offers to enhance customer satisfaction and reduce churn.
• Resolved escalated customer concerns efficiently, ensuring a
positive customer experience.
• Maintained detailed customer records using CRM tools.
Trusted by GTM teams at:
