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aciana User

@acianauser

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Customer service and e-commerce specialist at Sutherland Global Services who handled 50+ daily customer inquiries.

Jamaica

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At Sutherland Global Services, I provided Shopify-based e-commerce support, helping customers with order processing, tracking, refunds, and other inquiries. I handled 50+ customer inquiries daily through phone, email, and live chat.

At ModSquad, I monitored service levels, queue performance, and workforce KPIs, then generated real-time performance reports to support workforce planning and operational decisions. At LiveWell Savings, I assisted customers with account inquiries and documented interactions in CRM systems.

Experience

Work history, roles, and key accomplishments

Real-Time Analyst (RTA)

ModSquad

Jan 2025 - Jun 2026 (1 year 5 months)

Monitored real-time service levels, queue performance, and workforce KPIs to support operational targets. Analyzed agent adherence, occupancy, and staffing trends to identify workforce gaps and opportunities.

Real time Analysis Workforce Management Service Level Monitoring Queue Monitoring Performance Monitoring KPI Tracking Reporting Adherence Management Occupancy Rate Monitoring Escalation Management

Customer Service Representative

LiveWellSavings

Jan 2024 - Dec 2024 (11 months)

Assisted customers with account inquiries, product-related questions, and service concerns in a high-volume environment. Documented customer interactions accurately within CRM systems.

Customer Service CRM Systems Documentation Problem Solving Communication Skills

E-Commerce Specialist

Sutherland Global Services

May 2021 - Nov 2023 (2 years 6 months)

Managed 50+ customer inquiries daily through phone, email, and live chat. Provided Shopify-based e-commerce support including order processing, tracking, refunds, and customer assistance.