Carol S.

✨ Newly Added🎓 Academy Graduate

Customer Service

Jamaica18+ years experienceAvailable now$3,000/mo

Compare at US rates $9,000/mo?

AI Experience

🤖 ChatGPT - Drafts tailored replies for tickets too specific to fit a standard macro, keeping the response personal to the customer's situation rather than falling back on canned text.

✨ Gemini - Created macro-based responses for handling support tickets, giving the team ready templates for common queries.

Notable Highlight

Maintained 95%+ CSAT across 40-50+ daily customer interactions in high-volume SaaS environments. Expert in Zendesk, Salesforce, and Kustomer with 9+ years resolving complex booking, payment, and account issues. Works hands-on with ChatGPT and Gemini - the AI Experience section above has the examples.

Experience Summary

Senior Customer Support Specialist with 9+ years in SaaS and service-based customer support, handling high-volume inquiries across voice, email, and chat. Demonstrated expertise in CRM systems (Zendesk, Salesforce, HubSpot, Kustomer), case management, and escalation resolution. Consistently maintained 95%+ customer satisfaction ratings. Track record includes team leadership and process improvement.

Key Achievements

Maintained a 95 CSAT score for six consecutive months in a high-volume support environment.
Received a Certificate of Achievement in recognition of sustained customer satisfaction performance.
Handled approximately 45-50 escalation calls daily in a high-volume environment.
Developed strong retention capabilities at DA through proactive customer outreach before cancellations and refunds were finalized.
Built technical troubleshooting experience supporting customers remotely with sales software setup.

Skills

ZendeskSalesforce CRMHubSpot CRMKustomerCase managementTicket handlingCustomer onboardingEscalation handlingTroubleshootingMicrosoft TeamsSlackZoomGoogle MeetClickupFirst Contact ResolutionCustomer retention

Work Experience

Customer Support Specialist (Contract)

a previous company · Remote · Mar 2026 - Present

Manage 40-50+ customer interactions daily across phone and email in a high-volume SaaS environment while meeting SLA requirements.
Support customers with bookings, cancellations, refunds, payments, and account access from initial contact through resolution.
Maintain 95%+ Customer Satisfaction (CSAT) through timely, accurate, and personalized customer support.
Investigate customer issues and resolve escalations by coordinating with internal teams when required.
Maintain accurate case records in Zendesk and Kustomer, ensuring proper documentation and continuity.
Prioritize urgent requests and improve response times through efficient workflow management.
Build customer trust through clear communication, ownership, and consistent follow-through.

Customer Support Specialist

a previous company · Part-time · Jul 2025 - Jan 2026

Manage 40-50+ customer interactions daily (1,000+ monthly touchpoints) across phone and email in a SaaS environment.
Support onboarding, account access, booking requests, troubleshooting, and payment inquiries.
Maintain 98% Customer Satisfaction (CSAT) through personalized and solution-focused support.
Manage all cases in Zendesk and Salesforce with accurate documentation and updates.
Resolve escalations through investigation and cross-team collaboration.
Improve First Contact Resolution (FCR) through structured troubleshooting and proactive communication.
Recognized as Employee of the Month (October 2025) for performance and service quality.

Remote Account Executive

ACT · Jamaica · Jun 2024 - Jun 2025

Manage 30-40+ customer accounts daily, handling onboarding, inquiries, and ongoing service requests in a fast-paced remote environment.
Maintain CRM accuracy across customer interactions, ensuring 100% updated records and activity tracking in Salesforce/HubSpot systems.
Provide support across phone, email, and chat, consistently achieving high response speed and customer satisfaction targets.
Coordinate with internal teams to resolve customer issues, reducing resolution time by approximately 20-30% through structured follow-ups and escalation handling.
Improve customer retention and engagement through proactive communication and consistent follow-up, contributing to a measurable increase in repeat customer interactions (~25-40% uplift in engagement where tracked).
Support onboarding and account management processes that help improve overall customer experience and reduce early-stage drop-offs.

Sales Agent

a previous company · Jamaica · Apr 2019 - May 2024

Manage 30+ inbound customer interactions daily (900+ monthly interactions) across phone-based sales and support channels in a high-volume environment.
Convert inbound leads into paying customers through consultative selling, needs analysis, and structured follow-up communication.
Consistently generate $50,000+ in monthly revenue, contributing to sustained high performance against sales targets.
Maintain strong conversion efficiency by guiding customers through the full sales cycle, from inquiry handling to purchase completion and post-sale support.
Achieve consistent sales target attainment (120%+ where applicable across performance cycles) through disciplined follow-up and objection handling.
Improve customer acquisition outcomes by collaborating with internal teams on promotions, messaging, and campaign execution, contributing to month-over-month growth in new customer sign-ups (15%+ improvement where tracked).
Strengthen customer retention by providing clear product explanations, reducing customer hesitation, and improving purchase confidence.

Reservation Customer Service & Sales Agent

CI · Jamaica · Jun 2008 - Mar 2018

Manage 40+ high-volume inbound calls daily for DA, driving a 20% monthly increase in upselling and cross-selling by delivering personalized booking support and collaborating with marketing on customer engagement strategies.
Build trust-based relationships with new and returning customers, contributing to a 98% customer satisfaction rating within 7 months through active listening and tailored solution delivery.
Resolve complex travel-related issues efficiently, consistently exceeding service quality benchmarks and maintaining a 95% first-call resolution rate.
Lead and coach a team of 15 agents, implementing targeted training and feedback that boosted team satisfaction scores from 80% to 95% within 6 months and improved overall service performance.