As a passionate customer support specialist with over 9 years of experience, I have honed my skills in customer success, sales, retention, content review, troubleshooting, escalations, and much more. Throughout my career, I have demonstrated a proven track record of accurately handling sensitive content and facilitating seamless customer onboarding experiences. What truly excites me is the opportunity to collaborate with teams to help clients experience an enjoyable and efficient product and I thrive on identifying and addressing pain points to ensure that each customer's needs are met and their expectations exceeded.
Experience
Vistaprint
Nov 2016 – Present
Montego Bay, Jamaica
Customer Support Specialist
Customer Support and Sales, Retention, Onboarding and Digital Specialist.
Handling calls, emails and chat contacts daily, troubleshooting and resolving customer issues
Onboarding customers to website subscription platform, by explaining features, making changes, and best practises to keep website current and up to date.
Assisting with website design, digital marketing advice and assistance.
Onboarding customers to search engine optimisation tool.
Provided technical support to clients looking to make changes to DNS records, Domain Names etc.
Acted as the lead for my team while we were transitioning to a new supervisor, completing tasks such as: contact evaluation and coaching, main point of contact for escalations, creating a performance improvement plan for each agent, timecard assistance and offered light training for the team on positive language positioning.
Assisted with design for physical marketing and personal products that we offer.
Managing Multiple accounts per day with retention at the forefront of my mind.
Sales of physical products subscriptions and upselling where needed and possible.
