Shannakay

Top Rated

Customer Onboarding Specialist

Spanish Town, Jamaica🇯🇲

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$2,500–$2,999

About

I am a dedicated and results-driven customer support specialist with over 6 years of experience delivering high-quality service across customer support, technical assistance, collections, chat/email support, and virtual administration. I am known for my strong communication skills, attention to detail, and ability to manage high volumes of work while maintaining excellent customer satisfaction.

Industry Experience

Financial Services

Insurance Agencies & Brokerages

Hospitals & Clinics

E-Commerce

Telecommunications

Software Experience

Salesforce

Adobe Commerce

Zoho CRM

Zendesk

Google Calendar

Candidate Information

Availability

Full-Time, Part-Time

Work Arrangement

Remote

English Level

Native Fluency (C2)

Additional Languages Supported

Other

Roles Qualified For

Customer Onboarding Specialist

Customer Support Representative

Dispatcher

Technical Support Specialist

Reservation Agent

Work Experience

Customer Support Representative

12/2021 - 10/2022

https://www.continuumgbl.com/

Jamaica

Promoted and sold smart devices while guiding customers through setup, configuration, and activation processes.

Diagnosed and resolved internet connectivity, device, and hardware-related issues to ensure optimal customer experience.

Provided timely and accurate support via chat and email to address account inquiries, technical concerns, and service-related questions.

Maintained detailed account documentation and adhered to performance and quality assurance standards.

Delivered empathetic, solution-focused service to improve customer satisfaction and retention.

Customer Support Representative

03/2018 - 12/2021

www.itelinternational.com

Jamaica

Managed high-volume inbound and outbound billing inquiries, handling 60+ customer interactions daily while maintaining accuracy and professionalism.

Set up and negotiated payment plans to resolve outstanding balances and improve account retention.

Consistently achieved performance benchmarks ranging from 70% to 100%, meeting or exceeding productivity and quality standards.

Contributed to positive customer experience outcomes by delivering empathetic service, supporting improved Net Promoter Score (NPS) results.

Customer Support Representative

12/2023 - 01/2025

https://modsquad.com/

Assisted users with software navigation and product troubleshooting across multiple channels. Managed inbound and outbound calls to resolve customer issues and provide product guidance. Collaborated on knowledge base and training documentation. Consistently exceeded KPIs and customer satisfaction targets. Recognized for professionalism and empathetic customer service.