+ 10 years of Customer success and support experience in industries like Telecom and technology. 98% CSAT score for 5 consecutive years !
Sean
Help Desk Specialist
$1,560 – $2,240/mo
About
Customer Support professional with hands-on HubSpot experience (certified) and a track record managing high-volume ticket and email queues. Comfortable in fast-paced remote environments using Google Workspace, Slack, and AI tools. Based in Jamaica, available full-time, and focused on delivering support that keeps customers coming back.
Industry Experience
Telecommunications
Cloud Computing Platforms
Software Experience
Candidate Information
Availability
Full-Time
Work Arrangement
Remote
English Level
Native Fluency (C2)
Roles Qualified For
Work Experience
Customer Support Representative
12/2015 - 06/2019https://www.sutherlandglobal.com/
Jamaica
● Responded to high-volume inbound calls, chats, and emails from guests and hosts worldwide.
● Monitor KPIs and trends to enhance customer satisfaction above to 80% and quality standards above 90%.
● Assisted with booking management, including new reservations, modifications, and cancellations.
● Resolved disputes between guests and hosts by investigating issues and providing fair solutions.
● Provided guidance on Airbnb policies, procedures, and community standards.
Customer Support Representative
09/2019 - 04/2022https://www.sutherlandglobal.com/
Jamaica
● Assisted customers worldwide via phone, chat, and email regarding orders, shipments, and product inquiries.
● Handled order tracking, delivery issues, refunds, and replacements while maintaining accuracy and efficiency.
● Resolved escalated issues such as lost or damaged packages, incorrect shipments, and payment disputes.
● Guided customers through account setup, password resets, and subscription management.
● Processed returns and exchanges in compliance with Amazon’s policies and ensured smooth customer experiences.
● Delivered exceptional customer service to clients, resolving inquiries and issues efficiently.
Sales Representative
09/2022 - 11/2023https://homesmart.com
• Managed client onboarding and support, guiding potential renters through the rent-to-own process and ensuring a smooth transition to ownership.
• Conducted outbound and inbound outreach, generating and qualifying leads to grow the client base.
• Maintained accurate client records and lease documentation using CRM and internal management systems.
• Coordinated payment schedules, property viewings, and follow-ups to maximize client satisfaction and retention.
• Collaborated with cross-functional teams to streamline workflows, improve operational efficiency, and meet monthly sales targets.
Technical Support Specialist
03/2024 - 10/2025https://www.sutherlandglobal.com/
Jamaica
Cox Communications technical support:
• Troubleshooting internet, cable, and phone service issues for residential and business customers
• Walking customers through device resets, modem/router configurations, and equipment setup
• Diagnosing network outages and escalating technical tickets when needed
• Guiding customers through account and billing-related technical issues
• Providing remote support via phone to resolve connectivity and service disruptions
I'll get my profile updated to reflect this properly!
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