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Teisha-Gae

KYC Verified AI Support

Customer Success & Onboarding Specialist | SaaS & Construction Solutions | 5+ Years in Client Operations & Remote Support

Jamaica Full-Time
Marketplace protected
ShopifyGoogle WorkspaceSlackZoomAsanaCalendlyCanva

Core Experience

Industry experience

  • SaaS Platforms
  • Biotechnology Research
  • Health & Wellness Software
  • Real Estate & Construction

Business challenges

  • Customer drop-off during onboarding
  • Poor customer service response

Success metrics

  • Increased customer loyalty

Jobs to be done

  • Customer Onboarding
  • Call Center
  • Customer Service

Availability & Logistics

Availability

Full-Time, Part-Time

Work arrangement

Remote

English level

Native Fluency (C2)

Roles Qualified For

Customer Support Representative
Customer Onboarding Specialist
Operations Coordinator

Work Experience

Customer Support Representative

https://www.kiwibiosciences.com/ · Mar 2025 – Jan 2026

● Managed 120–140+ daily customer interactions across email, chat, and social media platforms
● Maintained 90%+ CSAT while resolving account, billing, shipping, and order-related issues
● Supported onboarding-related inquiries including account setup and platform navigation
● Utilized Gorgias to prioritize, tag, and escalate tickets effectively
● Identified recurring customer issues and contributed to workflow and macro improvements
● Maintained accurate CRM records to support internal communication and customer experience

Customer Onboarding Specialist

https://get.mytime.com/ · Aug 2022 – Mar 2025

●Onboarded approximately 30+ stores per month at $299 per onboarding, contributing an estimated $320K+ in onboarding revenue over a 3-year period.
●Managed full onboarding process from account setup to platform activation, ensuring smooth customer adoption and reducing setup delays.
●Provided onboarding support via email and scheduled sessions, assisting clients with platform navigation, configuration, and early-stage troubleshooting.
●Maintained accurate CRM documentation of onboarding progress, customer interactions, and issues to support tracking and operational reporting.
●Collaborated with support and product teams to resolve onboarding challenges and improve overall onboarding efficiency and customer experience.

Customer Success Specialist

www.Sutherlandglobal.com · Jun 2018 – Aug 2021

● Generated an estimated $600K+ in upsell-driven revenue over a 4-year period by promoting premium data plans ($180–$300 per line), device upgrades, and add-on packages to existing customers.
● Upsold products during customer interactions while handling high-volume inbound calls, contributing to increased account value and recurring revenue.
● Managed retention and loyalty cases in a 24/7 call center, resolving escalated issues and reducing customer churn through effective problem-solving and service recovery.
● Consistently met SLA and quality targets while balancing both sales and customer support responsibilities in a fast-paced environment.