ANNELA EASY
Summary
Customer Service Professional backed with 3+ years of experience delivering high-quality support in fast-paced, high-pressure environments. Committed to fostering a culture of teamwork and innovation, ensuring both individual and collective success. Proven track record of maintaining high standards and enhancing customer satisfaction while driving operational efficiency.
Overview
4
4
years of professional experience
Work History
Customer Experience Specialist
SellerSmile
Seattle , Washington (Remote)
10.2025 - 03.2026
- Managed 200+ daily B2B and customer inquiries across voice, email, chat, and ticketing channels while maintaining high customer satisfaction and fast resolution times.
- Resolved account, payment, and platform-related issues by investigating root causes, troubleshooting effectively, and delivering accurate solutions.
- Maintained detailed customer records, internal notes, and case documentation in CRM systems and Zendesk to ensure accurate case tracking and seamless follow-up.
Executive Assistant to CEO (Contract)
CircleVa
Albuquerque, New Mexico (Remote)
01.2025 - 06.2025
- Coordinated cross-functional communication between executives, clients, and stakeholders to ensure timely issue resolution and workflow continuity.
- Managed high-priority requests, documentation, scheduling, and operational follow-ups while maintaining accuracy in fast-paced remote environments.
- Improved internal efficiency by tracking deliverables, reducing delays, and supporting process improvements across multiple projects.
Mod Contractor
ModSquad
Sacramento, California (Remote)
12.2023 - 03.2025
- Resolved 80+ weekly client inquiries via chat and ticketing systems, ensuring fast and accurate issue resolution.
- Investigated customer concerns, applied troubleshooting workflows, and escalated cases only when necessary.
- Maintained detailed support documentation and collaborated with internal teams to improve turnaround time by 20%.
Professional Sabbatical / Family Care Leave
Personal
Kingston, Jamaica
07.2022 - 12.2023
- Managed full-time maternity and family care responsibilities, ensuring smooth household operations.
- Coordinated household priorities, demonstrating strong organizational skills while preparing for transition back into full-time professional role.
Clinical Review Technician
Sagility (formerly HGS)
Kingston, St. Andrew (Remote)
10.2021 - 07.2022
- Reviewed and processed healthcare-related case files with strict accuracy, compliance, and confidentiality standards.
- Investigated discrepancies, analyzed case notes, and coordinated with internal teams to ensure timely resolutions.
- Maintained detailed documentation while managing high-volume case workloads under strict deadlines.
Customer Experience Associate
Conduent
Montego Bay, St. James (Remote)
10.2021 - 12.2021
- Managed 100+ customer interactions daily across phone, email, and chat, delivering fast and accurate support in a high-volume environment.
- Resolved billing, account, and service-related issues by troubleshooting concerns and identifying effective solutions.
- Maintained detailed case notes and customer records to ensure accurate documentation and seamless follow-up.
Customer Service and Retention Associate
Sutherland
Mandeville, Manchester (Hybrid)
09.2021 - 10.2021
- Handled 100+ monthly customer inquiries related to billing, payments, account management, and product support.
- Resolved complex customer concerns with empathy, critical thinking, and strong problem-solving to improve retention and satisfaction.
- Increased customer value through strategic upselling while maintaining excellent service quality and building customer trust.
Education
Associate Degree (CAPE) - Humanities & Business Studies
Bishop Gibson High School For Girls
Mandeville, Manchester06-2021
High School Diploma -
Bishop Gibson High School For Girls
Mandeville, Manchester06-2019
Skills
- Customer Service & Client Relations
- Emotional Intelligence
- Collaboration & Teamwork
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Google Workspace (Docs, Sheets, Slides)
- E-commerce ( Shopify, WooCommerce)
- Social Media Management (LinkedIn, Instagram, TikTok)
- CRM software (HubSpot, Salesforce)
- Zendesk
- Shopify
- Project Management
Affiliations
- President, Inter-School Christian Fellowship (I.S.C.F.) Club | 2019–2020
- Member, Inter-School Christian Fellowship (I.S.C.F.) Club | 2014–2021
- Spelling Bee Championship – 2nd Place | 2016
Timeline
Customer Experience Specialist
SellerSmile
10.2025 - 03.2026
Executive Assistant to CEO (Contract)
CircleVa
01.2025 - 06.2025
Mod Contractor
ModSquad
12.2023 - 03.2025
Professional Sabbatical / Family Care Leave
Personal
07.2022 - 12.2023
Customer Experience Associate
Conduent
10.2021 - 12.2021
Clinical Review Technician
Sagility (formerly HGS)
10.2021 - 07.2022
Customer Service and Retention Associate
Sutherland
09.2021 - 10.2021
Associate Degree (CAPE) - Humanities & Business Studies
Bishop Gibson High School For Girls
High School Diploma -
Bishop Gibson High School For Girls