Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Shakeria Levy

Shakeria Levy

Kingston

Summary

Experienced Client Success Manager, Quality Analyst, and Acting Team Lead with a proven ability to improve customer satisfaction, streamline operations, and coach high-performing teams. Skilled in remote client support, quality assurance, and process optimization. Known for being adaptable, detail-oriented, and committed to delivering excellence in every interaction.

Overview

8
8
years of professional experience

Work History

Client Success Manager

Deel
08.2024 - 07.2025
  • Act as first-line support for complex multi-country payroll inquiries.
  • Provide guidance on payroll and tax processes across various countries.
  • Collaborate with internal teams to resolve issues and maintain clear client communication.
  • Deliver proactive client updates and assist in creating training materials to reduce escalations.
  • Trained customers on software features, best practices, and troubleshooting techniques.
  • Created detailed reports on account progress, challenges faced, and opportunities for growth.

Quality Analysis

Mia Aesthetic
03.2022 - 07.2024
  • Began role as an appointment setter and quickly promoted to Quality Analyst based on performance.
  • Monitored agent performance and enforced quality standards.
  • Led coaching sessions and agent training to improve customer satisfaction.
  • Analyzed call trends and competitor benchmarks to optimize service delivery.

Acting Team Lead

FedEx
10.2019 - 12.2021
  • Coordinated team-building activities to foster collaboration.
  • Identified workflow issues and implemented solutions that improved performance and morale.
  • Supported daily operations and assisted in team coaching and development.
  • Monitored team operations and workflow during busy periods, making adjustments to improve pace.

Customer Service Rep

Amazon
10.2017 - 04.2019
  • Resolved customer concerns efficiently through data analysis and service insight.
  • Developed scripts to ensure consistency and high-quality customer interactions across channels.
  • Assisted customers in navigating company website or application during support interactions.
  • Managed difficult customer situations with professionalism and empathy.
  • Followed up on unresolved cases to keep customers informed of progress towards solution.

Education

High School Diploma -

St. Andrew Technical High School
06.2014

BBA - Business Administration

Univerity of The West Indies
08-2027

Skills

  • Customer Support & Success
  • Team Leadership & Coaching
  • CRM & Remote Collaboration Tools
  • Creative Problem Solving
  • Strong Verbal & Written Communication

Languages

English
Bilingual or Proficient (C2)
Spanish
Beginner (A1)

Timeline

Client Success Manager

Deel
08.2024 - 07.2025

Quality Analysis

Mia Aesthetic
03.2022 - 07.2024

Acting Team Lead

FedEx
10.2019 - 12.2021

Customer Service Rep

Amazon
10.2017 - 04.2019

High School Diploma -

St. Andrew Technical High School

BBA - Business Administration

Univerity of The West Indies

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Shakeria Levy