Remote Customer Service Representative | 10+ Years in Order Support, Logistics Coordination & Customer Care

Pauland

Client Support Coordinator

Gordon Town, Jamaica🇯🇲

About

Customer Support & Operations professional with 8+ years of experience across manufacturing, nonprofit, financial, and insurance industries. Managed a 3-person team at Flexo-Craft Prints and handled 85,000+ customer interactions. Skilled in Zendesk, Salesforce, Freshdesk, Epic, CRM systems, Microsoft Workspace, Google Workspace, Slack, Zoom, ChatGPT, Quickbooks and order management systems. I deliver accurate, efficient, customer-focused support that drives results.

Industry Experience

Financial Services

Manufacturing & Industrial

Public & Nonprofit Sector

Executive Search Services

Nursing Homes & Residential Care Facilities

Software Experience

Freshdesk Support Desk

ChatGPT

Salesforce

Asana

Google Workspace

Candidate Information

Availability

Full-Time, Part-Time

Work Arrangement

Remote

English Level

Native Fluency (C2)

Additional Languages Supported

Other

Roles Qualified For

Client Support Coordinator

Customer Support Manager

Order Processor

Customer Support Representative

Support Specialist

Work Experience

Order Processor

04/2021 - 05/2024

https://flexocraft.com/

Responded to customer emails and phone calls, supported order inquiries, and improved service continuity

across customer and warehouse communications.

Created invoices, shipping labels, and bills of lading in QuickBooks and Microsoft Office, supporting accurate

order processing and reducing avoidable documentation delays.

Built Excel and Google Sheets trackers to monitor order status, improving order traceability for 200+ monthly

shipments and decreasing manual follow-up workload for colleagues.

Recorded meeting notes and action items in Google Docs, aligning cross-functional teams on timelines and

contributing to consistent completion of daily task deadlines.

Top Skill #1: Order Processing

Top Skill #2: QuickBooks

Top Skill #3: Shipping Documentation

Top Skill #4: Customer Email Support

Top Skill #5: Google Docs

Top Skill #6: Logistics Coordination

Top Skill #7: Order Tracking Systems

Data Entry Specialist

06/2024 - 11/2026

www.mibinsure.com

Jamaica

Processed 50+ insurance claims daily using Microsoft Office trackers, consistently achieving 140% of monthly

reporting targets while accelerating payout timelines for policyholders.

Updated customers on claim statuses via Slack and Zoom, maintaining on-time communication for 100% of

assigned files and strengthening overall client retention.

Coordinated with multiple insurance providers through Gmail, reducing average claim follow-up delays by an

estimated 1–2 days and improving cross-company response consistency.

Covered front-desk reception for 1 hour daily, handling visitor and call inquiries while helping maintain timely

lobby support.

Logged claim progress and deadlines in shared Google Sheets, helping the team meet daily TSR targets and

enhancing management visibility for remote performance monitoring.

Top Skill #1: Insurance Claims Processing

Top Skill #2: Microsoft Office

Top Skill #3: Google Sheets

Top Skill #4: Slack

Top Skill #5: Zoom

Top Skill #6: Gmail

Top Skill #7: High-Volume Data Entry

Customer Support Representative

12/2012 - 05/2015

www.gkms.com

Handled inbound remittance inquiries by phone, providing transfer updates, rate information, and issue

resolution support for customers across the Western Region of Jamaica.

Calculated FX and remittance rates using Excel and rate engines, supporting accurate payouts for dozens of

customers daily and minimizing discrepancies requiring manual correction.

Logged customer interactions and complaints in internal ticketing databases, routing unresolved issues to

appropriate departments and enhancing traceability of service resolutions.

Top Skill #1: Call Center Customer Service

Top Skill #2: Foreign Exchange Calculations

Top Skill #3: Rate Engine Tools

Top Skill #4: Ticketing Systems

Top Skill #5: Complaint Handling

Top Skill #6: Remittance Operations

Top Skill #7: Service Escalation Management

Technical Support Specialist

05/2015 - 08/2016

www.startek.com

troubleshooting hardware, software, and connectivity issues for tablets, smartphones, laptops, and desktop computers, achieving a 96% first-contact resolution rate.

Diagnosed and resolved 60+ technical support cases daily involving Windows, Android, iOS, Microsoft Office, printers, email clients, Wi-Fi connectivity, and peripheral devices, consistently meeting SLA response and resolution targets.

Guided customers through step-by-step troubleshooting procedures, reducing repeat contacts by 30% through effective issue resolution, user education, and clear communication.

Documented all incidents, troubleshooting steps, and resolutions in CRM and ticketing systems, maintaining over 99% documentation accuracy while ensuring seamless case handoffs and follow-up.

Escalated complex hardware, software, and network-related issues to Tier 2 and engineering teams with detailed diagnostics, reducing average resolution time by 20% and improving customer satisfaction.

Configured and supported laptops, desktops, tablets, and mobile devices by installing software, performing system updates, configuring user accounts, and resolving operating system and application errors.

Top Skill #1: Technical Troubleshooting

Top Skill #2: Hardware & Software Support

Top Skill #3: Windows, Android & iOS Support

Top Skill #4: CRM & Ticketing Systems

Top Skill #5: Remote Technical Assistance

Top Skill #6: Incident Documentation & Escalation

Top Skill #7: Customer Service Excellence