Shelly-Ann

Top Rated KYC Verified AI Support

10+ Years of Experience Across Sales, Collection Specialist, Remote Customer Support & Virtual Assistant Specialist, Tech support

May Pen, Jamaica Full-Time

Marketplace protected

About

To be a successful and results-driven professional with experience in customer service, sales, virtual assistance, e-commerce support, and collections. I am skilled in using CRM systems such as Zendesk and Salesforce and have a proven track record of meeting weekly collection targets ranging from $20,000 to $30,000 while building strong customer relationships and driving client satisfaction. I am committed to delivering efficient, detail-oriented support; identifying sales opportunities; supporting client needs; and contributing to organizational success through strong communication, problem-solving, and multitasking skills

ZendeskApolloAsanaSalesforceHubSpotZoho CRMChatGPT

Core Experience

Industry experience

Healthcare & Life Sciences
Real Estate & Construction
Retail & E-Commerce
Education & Training
Media & Entertainment

Business challenges

Poor customer service response
High inbound lead response time
Incomplete prospect lists

Success metrics

Increased customer loyalty
Increased upsell conversions
Higher close rates

Jobs to be done

Inbound Sales Teams
Lead Generation
Outbound Sales

Availability & Logistics

Availability

Full-Time, Part-Time

Work arrangement

Remote

English level

Near-Native Fluency (C1/C2)

Languages

Other

Roles Qualified For

Customer Support Representative

Sales Representative

Sales Manager

Virtual Assistant

Executive Assistant

Work Experience

Customer Success Specialist

https://lifetimeroofingcny.com/ · Apr 2022 – Dec 2024

Administrative Support:

Managed and maintained calendars, scheduled meetings, and coordinated travel

arrangements.

Prepared and organized documentation, including reports, contracts, and

presentations.

Handled data entry and ensured the accuracy of company records and databases.

Customer and Client Communication:

Responded to emails, calls, and inquiries, maintaining a professional and timely

response rate.

Assisted in managing customer service tasks, resolving issues, and providing

follow-ups.

Coordinated schedules, managed calendars, and organized virtual meetings to

streamline team productivity.

Responded to emails and client inquiries, ensuring prompt and professional

communication.

Maintained and updated company databases with 100% accuracy, creating detailed

reports for management.

Customer Support Representative

https://modsquad.com/ · Aug 2021 – Jun 2024

Handled inbound and outbound calls Zendesk: Manage customer inquiries, log

tickets, prioritize issues, and maintain customer communication history

I have a proven track record of meeting weekly collection targets ranging from $20,000 to $30,000.

Prepared and organized documentation, including reports, contracts, and

presentations.

Assisted in managing customer service tasks, resolving issues, and providing followups.

Technical Support, Customer Service, and Chat & Email roles, the duties and volume

of work can vary based on the company and workload, but here's an outline of the

typical responsibilities, tools used, and expected daily volume

8 to 20 calls per day: Each call can vary in length, with some lasting 5 minutes

30 to 70 chats per day: Chat support can usually handle more volume than calls

because chats can often be managed simultaneously 2-4 chats at once, depending

on complexity

20 to 40 emails per day: Email support requires more careful, written responses but

can be handled efficiently by using templates, canned responses, and macros for

frequently asked questions

Sales Manager

https://www.centerfield.com/ · Jul 2019 – Mar 2022

As a Sales Representative or Sales Manager, the role involves driving revenue,

nurturing client relationships, setting goals, and managing a team in the case of a

manager role

Using tools like Salesforce, HubSpot, or Zendesk Sell to track prospects, manage

customer relationships, and document key interactions

As a Sales Manager, the number of agents managed depends on the size of the

company and the team structure

Typically, in a small to medium-sized business, a Sales Manager might manage 5 to

15 agents

In a more personalized team environment, where you can provide direct coaching

and support

Customer Support Representative

https://www.ibex.co/join-us/jamaica/ · Jan 2016 – Jul 2019

Utilized CRM software to manage customer interactions, update customer

information and track sales activities

CRM Systems Salesforce, HubSpot, Zendesk Sell

Collaboration Tools Slack or Microsoft Teams for communication within the team

20 to 40 emails per day Email support requires more careful, written responses but

can be handled efficiently by using templates, canned responses, and macros for

frequently asked questions

Depending on the nature of the support, handling 20-30 calls is manageable,

especially when some issues can be solved quickly, while others may require more

in-depth troubleshooting

Customer Support Representative

https://en.wikipedia.org/wiki/Teleperformance · Mar 2013 – Jan 2016

Handled inbound and outbound calls, providing exceptional customer service and

promoting the company's products and services

Utilized CRM software to manage customer interactions, update customer

information and track sales activities

Tracked performance metrics, response times, and customer satisfaction using

Zendesk Insights or Salesforce Analytics

Used survey tools such as Google Forms or Survey Monkey for customer feedback