Open to opportunities

Alexia Chalmers

@alexiachalmers

Message

I am a Delivery Team Lead driving customer success, e-commerce and SaaS performance.

Jamaica

Message

What I'm looking for

I'm seeking a leadership role in customer experience or delivery where I can coach teams, improve performance, and drive measurable client success in a collaborative, growth-focused company.

As Delivery Team Lead at Influx, I manage Sales and ECommerce clients to consistently meet or exceed service delivery objectives, lead root-cause analysis, and improve agent performance through coaching and process improvements.

I previously handled 120+ daily customer interactions as a SaaS agent and supported sales, onboarding and documentation in banking and consulting roles, bringing a results-driven, continuous-improvement mindset that inspires teams and improves client retention.

Experience

Work history, roles, and key accomplishments

Delivery Team Lead

Influx

Dec 2021 - Jul 2025 (3 years 7 months)

Managed Sales and eCommerce client service delivery, consistently meeting and exceeding performance, output, and quality objectives while leading root-cause analysis and resolution of recurring issues. Influenced company-wide team leadership practices through training and cross-functional collaboration.

Service Delivery Root Cause Analysis Client Communication Team Leadership Training Performance Management Continuous Improvement

Delivery Team Lead

Influx

Dec 2021 - Jul 2025 (3 years 7 months)

Managed Sales and ECommerce clients to establish and consistently exceed service delivery objectives in performance, output, and quality; led root-cause analysis and implemented improvements to elevate agent performance and client satisfaction.

Team Leadership Service Delivery Root Cause Analysis Client Communication Performance Management Training Continuous Improvement Ecommerce

SAAS Agent - Customer Service

Influx

Feb 2020 - Dec 2021 (1 year 10 months)

Handled 120+ customer interactions per day via email and chat, delivering personalized support to improve retention and collaborated with a 50+ employee team to optimize inquiry-handling processes.

Email Support Live Chat High volume Support Customer Retention CRM Troubleshooting Team Collaboration Time Management High Volume Support

SAAS Agent - Customer Service

Influx

Feb 2020 - Dec 2021 (1 year 10 months)

Handled 120+ customer interactions per day via email and chat, delivering personalized, friendly support to drive retention. Collaborated with a team of up to 50 employees to develop efficient inquiry-handling methods and improve service throughput.

Customer Service Email Support Live Chat High Volume Support Collaboration Problem Solving Retention Strategies Ticketing Systems

Customer Service & Sales Support

JN Bank - Total Credit Services

Sep 2016 - Aug 2019 (2 years 11 months)

Delivered exceptional customer service and sales support, conducting client follow-ups and outreach that contributed to customer base expansion. Maintained accurate customer documentation and assisted onboarding to ensure compliance and smooth client experiences.

Customer Service Sales Support Client Outreach Onboarding Documentation Compliance Relationship Management

Customer Service & Sales Support Rep

JN Bank - Total Credit Services

Sep 2016 - Aug 2019 (2 years 11 months)

Provided exceptional customer service and supported sales efforts through client follow-ups, outreach for referrals, and accurate documentation, contributing to customer base expansion and compliant onboarding.

Customer Service Sales Support Client Outreach Onboarding Documentation Compliance Relationship Management Banking Products

Consultant

Sutherland Global Services

Jun 2015 - Aug 2016 (1 year 2 months)

Provided world-class customer support and sales advice to online sellers, troubleshooting issues and building rapport to improve seller performance. Advised on strategies to increase sales and resolve common operational errors.

Customer Service Sales Advising Troubleshooting Online Seller Support Communication Rapport Building Problem Solving

Consultant

Sutherland Global Services

Jun 2015 - Aug 2016 (1 year 2 months)

Provided advice and world-class customer service to online sellers to increase sales and resolve common issues, improving seller-customer rapport and troubleshooting workflows.