Open to opportunities

0Shane Harris

@0shaneharris

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Seasoned Remote Support Specialist with a decade of technical expertise.

Jamaica

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What I'm looking for

I am looking for a role that values collaboration, innovation, and continuous learning.

I am a seasoned Remote Support Specialist with over 10 years of experience in Technical Support, B2B services, and SaaS environments. My career has been marked by a commitment to resolving complex technical issues and enhancing customer satisfaction. I have a proven track record of collaborating with cross-functional teams to drive operational excellence and service quality.

At Modsquad, I maintained a 95% quality score while resolving technical support tickets for two of the largest gaming companies in the world. My role as a Client Support Specialist at Remote Reps involved leading a remote team that successfully onboarded construction companies to a digital platform, resulting in over a 30% increase in revenue. I pride myself on my ability to build long-term client relationships and deliver high-quality service.

Throughout my career, I have consistently demonstrated my ability to handle high-volume sales and provide exceptional support. My certifications in Cybersecurity Essentials and Technical Support Fundamentals further enhance my skill set, allowing me to stay current in a rapidly evolving industry.

Experience

Work history, roles, and key accomplishments

Brand Representative

Modsquad

Nov 2024 - Jul 2025 (8 months)

Resolved technical support tickets, maintaining a 95% quality score. Provided account, billing, and technical issue resolution for two of the largest gaming companies in the world.

Technical Support Customer Satisfaction

Credit Solutions Specialist

Remote Reps

Feb 2024 - Nov 2024 (9 months)

Handled inbound calls and sold credit repair services with over an 8% conversion rate. Guided clients through enrollment and managed sensitive data securely.

Inbound Sales Data Management Client Enrollment Data Security

Business Development Lead

Remote Reps

Jul 2022 - Oct 2023 (1 year 3 months)

Led a remote team onboarding construction companies to a digital platform, increasing revenue by over 30%. Closed high-volume B2B sales and maintained long-term client relationships.

Team Leadership B2B Sales Client Relationship Management Business Development

Business Development Representative

Remote Reps

May 2021 - Jul 2022 (1 year 2 months)

Delivered 5+ virtual demos per day for a SaaS financing solution, achieving a 60% close rate. Negotiated contracts and coordinated post-sale implementation.

SaaS Sales Contract Negotiation Sales

Tele-Sales Specialist

National Pen

Apr 2019 - Jun 2020 (1 year 2 months)

Placed over 60 outbound B2B calls daily, averaging 5,000 USD in weekly sales of promotional products. Utilized consultative selling to increase repeat business and average order value.

B2B Sales Outbound Calling Consultative Selling Sales Strategy Customer Retention

Quality Assurance Specialist

Teleperformance

Nov 2017 - Dec 2018 (1 year 1 month)

Audited customer interactions and delivered coaching that improved conversion rate and compliance. Ensured adherence to quality standards and regulatory requirements.

Quality Assurance Coaching Compliance Performance Improvement

Helpdesk Technician

N.I.C.E Global

Jun 2016 - May 2017 (11 months)

Resolved 35+ hardware and software tickets daily via phone and email. Supported Windows and macOS users using Active Directory and remote desktop tools.

Active Directory

Education

Degrees, certifications, and relevant coursework

Stanford University

Certificate of Completion, Code in Place

Completed Stanford University's Code in Place program, focusing on foundational programming concepts. Gained practical experience in coding and problem-solving.