Shantonia

Top Rated

Director of Customer Success

Montego Bay, Jamaica🇯🇲

•

$2,560 – $3,680/mo

About

Customer Experience & Operations Specialist | 8+ Years Driving Sales, Service Excellence, Quality Assurance & Cross-Functional Support

Industry Experience

Human Resources Services

Corporate Training & Development

Oil & Gas Extraction

Accounting

Retail – Automotive

Software Experience

Deel

Fiverr

ChatGPT

FlowChat

Google Sheets

Candidate Information

Availability

Full-Time, Part-Time

Work Arrangement

Remote

English Level

Native Fluency (C2)

Additional Languages Supported

Other

Roles Qualified For

Director of Customer Success

Customer Success Specialist

Quality Assurance Analyst

Reservation Agent

Virtual Assistant

Work Experience

Customer Success Specialist

04/2024 - 11/2025

https://arise.okta.com/

Key Responsibilities

* Conducted virtual training sessions for new hires, covering systems navigation, customer service guidelines, call flow, and Carnival Cruise Line policies.

* Taught agents how to handle reservations, booking changes, onboard services, payment processing, and guest issue resolution.

* Trained agents on compliance standards, security protocols, and brand requirements to ensure consistent, high-quality service.

* Provided hands-on coaching and practice scenarios to prepare agents for live customer interactions.

* Assessed agent performance through quizzes, mock calls, system practice, and quality evaluations.

* Delivered real-time feedback and created improvement plans to strengthen agent knowledge and confidence.

* Collaborated with leadership to improve training materials, update procedures, and address common agent challenges.

* Supported transitioning agents during their first weeks on the production floor to ensure a smooth shift from training to live calls.

Sales Representative

04/2023 - 01/2025

https://contactpoint360.com/

Jamaica

Sales Representative / Inside Sales / Call Center Sales

* Engaged customers through inbound and outbound calls to identify needs, recommend products, and close sales.

* Delivered clear, persuasive product explanations and tailored solutions to meet customer requirements.

* Met or exceeded monthly sales targets, conversion goals, and revenue benchmarks.

* Conducted needs assessments to match customers with the best services, promotions, or upgrade options.

* Maintained detailed knowledge of product features, pricing, policies, and competitive advantages.

* Handled customer objections using strong communication and negotiation skills.

* Processed orders, payments, and account updates with accuracy and professionalism.

* Cross-sold and upsold products and services to increase overall customer value.

* Followed all compliance regulations and company procedures during sales interactions.

* Documented all customer interactions and outcomes in CRM systems.

* Collaborated with team leads and supervisors to improve scripts, processes, and call performance.

Customer Success Specialist

03/2022 - 01/2023

https://www.continuumgbl.com/

Jamaica

Telecommunications Customer Service & Sales Representative

* Handled high-volume inbound and outbound calls to assist customers with mobile, internet, TV, and home phone services.

* Provided troubleshooting support for network issues, device problems, service outages, SIM activation, and account access.

* Explained plans, promotions, upgrades, and billing details clearly to help customers make informed decisions.

* Processed payments, plan changes, device orders, cancellations, and account updates with accuracy and confidentiality.

* Performed technical diagnostics using scripted and unscripted steps to resolve customer issues efficiently.

* Used de-escalation techniques to manage frustrated or confused customers while maintaining professionalism.

* Transferred calls to appropriate departments when needed and coordinated support across technical and billing teams.

* Identified sales opportunities by recommending upgraded plans, add-on services, insurance options, and new devices.

* Documented all interactions, troubleshooting steps, and outcomes in CRM systems.

* Ensured compliance with company policies, security requirements, and industry regulations.

**Key Outcomes:**

* Improved first-call resolution by accurately diagnosing and resolving technical issues.

* Increased customer retention through effective problem-solving and plan recommendations.

* Consistently met performance targets: call quality, handle time, sales conversions, and customer satisfaction.

Licenses, Certifications & Awards

Shantonia Robinson

Customer Relationship Management

Live Chat Support

Support Team Leadership

Heart Trust Nta

10/2020

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