Chelsea Smith
Kingston,Jamaica
Summary
Certified administrative and customer support professional with over nine years of experience in organizing and preparing facility reports while maintaining accounts. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills. Seeking to transition expertise into a Customer Service Manager role to drive operational excellence and team performance.
Overview
18
18
years of professional experience
Work History
Remote Customer Service
Modsquad
12.2023 - Current
- Answered customers' technical queries via Zendesk
- Utilized CRMS and other tools to resolve customers' issues
- Navigating ticket master to purchase tickets
- Handled high call volume to inform customers' about events
- As a versatile moderator, managed interactions on online communities across platforms such as Discord and Forums.
- Overseen server activity, enforced community guidelines, and handled user requests to maintain a safe, engaging environment.
Remote Client Representative - Chat and Admin
Relationship Hero
06.2022 - 05.2025
- Utilized customer service and sales skills with clients via text chat
- Upsell the relevant value of relationship services to clients
- Achieving 80% conversion rate monthly through sales follow-ups
- Maintained accurate records of customer interactions and transactions.
- Performed administrative tasks such as filing documents or entering data into databases.
- Collaborated with coaches to ensure customer satisfaction goals were met.
Remote Inside Sales Agent (ISA)
Phone Animal
05.2021 - 04.2022
- Handled 300 cold calls daily via Boomtown and Zendesk
- Generated 50 sales leads per month via Mojo Dialer follow-ups
- Relayed client information to real estate closers for further action
- Achieved ISA of the month within the first 5 months of work
Remote Technical Support and Customer Service Representative
Solar Mosaic
Phoenix, USA
08.2020 - 04.2021
- Executed 50-plus outbound emails and calls daily for B2B2C SaaS
- Assisted customers and installers with account navigation via the Salesforce portal
- Received inbound calls
- Contributed content via Confluence to update the loan product knowledge base
Virtual Administrative Assistant
Quantity Quantum
Kingston, Jamaica
10.2019 - 07.2020
- Scheduled appointments with clients or vendors at their convenience.
- Monitored emails daily to ensure that urgent messages were answered quickly.
- Answered incoming calls professionally while providing excellent customer service.
- Processed approximately 50 emails and calls daily to clients
- Maintained customer database using Google Suite and Microsoft 365
- Generated reports on project performance and progress using a variety of software programs.
- Managed calendars, organized travel arrangements, and coordinated events.
Purchasing Clerk
Restaurant Associates
Kingston, Jamaica
01.2019 - 09.2019
- Liaised with quality control to manage defective or unusable goods
- Maintained purchasing documentation, and obtained signatures
- Managed inventory levels and ensured accurate product availability
Customer Service Representative - Amazon
Ibex Global Incorporation
Kingston, Jamaica
10.2018 - 01.2019
- Handled 200+ outbound calls and emails daily providing tracking and shipment
- Maintained a 99% monthly KPIs rating contributing to the team's goals
- Upsold and made recommendations about other products and services offered
Assistant Accountant and Admin
Digiview Security Ltd and Lupo Distributors
Kingston, Jamaica
10.2017 - 03.2018
- Reviewed, processed, and filed financial documents
- Monitored inventory levels and reduced loss prevention by 20%
- Posted bills and payments in Quickbooks
- Prepared account analysis and reconciliation, including bank statements and intercompany general ledger accounts.
- Reconciled vendor accounts and ensured timely payment of bills and expenses.
- Assisted in preparation of monthly financial statements and management accounts.
- Ensured compliance with relevant accounting standards and regulations.
- Processed accounts payable and receivable invoices in an accurate manner according to company policy.
Supervisor & Accounting Assistant
Spanish Grain Stores Limited
New Port West, Jamaica
01.2007 - 02.2014
- Processed orders including billing, cheque transactions, and financial wires
- Reviewed accounts for financial gaps and improved collections by 30% quarterly
- Performed clerical administration including call transfers, billing, and filing
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
Education
Geriatric Nursing - Level 2 -
City And Guilds
Kingston, Jamaica06.2022
Bachelor Of Science - Management Studies & Minor in Gender Studies
University of the West Indies, Mona
Kingston, Jamaica12.2017
CXC CAPE - Post Secondary Diploma - 5 Passes
Campion College
Kingston, Jamaica06.2007
CXC CSEC - High School Diploma - And School Leaving Certificate
Campion College
Kingston, Jamaica06.2007
Skills
- Accounting and finance
- Business development and sales
- Administrative support
- Customer service and support
- Data analysis and reporting
- E-commerce management
- Technical support and troubleshooting
- CRM systems management
- Microsoft Office Suite proficiency
- KYC compliance
- Inventory management
- Communication tools (Slack, Zendesk)
- Chat and email support
Languages
- US English
- UK English
Timeline
Remote Customer Service
Modsquad
12.2023 - Current
Remote Client Representative - Chat and Admin
Relationship Hero
06.2022 - 05.2025
Remote Inside Sales Agent (ISA)
Phone Animal
05.2021 - 04.2022
Remote Technical Support and Customer Service Representative
Solar Mosaic
08.2020 - 04.2021
Virtual Administrative Assistant
Quantity Quantum
10.2019 - 07.2020
Purchasing Clerk
Restaurant Associates
01.2019 - 09.2019
Customer Service Representative - Amazon
Ibex Global Incorporation
10.2018 - 01.2019
Assistant Accountant and Admin
Digiview Security Ltd and Lupo Distributors
10.2017 - 03.2018
Supervisor & Accounting Assistant
Spanish Grain Stores Limited
01.2007 - 02.2014
Geriatric Nursing - Level 2 -
City And Guilds
Bachelor Of Science - Management Studies & Minor in Gender Studies
University of the West Indies, Mona
CXC CAPE - Post Secondary Diploma - 5 Passes
Campion College
CXC CSEC - High School Diploma - And School Leaving Certificate
Campion College
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