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.