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Davia Pinnock

@daviapinnock

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Customer Support professional at Modsquad/Follett who resolved student and faculty account, order, and access issues.

Jamaica

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At Modsquad/Follett, I supported students and faculty with account, order, and access issues through email, chat, and phone. I documented interactions in CRM systems and worked with internal teams on escalations.

At Sutherland Global Services - DIRECTV, I handled retention and loyalty by addressing customer concerns, resolving technical issues, and recommending personalized offers. I documented customer interactions using Salesforce and CRM.

At FLOW- Cable &.Wireless, I assisted customers with service and billing issues across chat, phone, and email, and recommended packages to existing clients.

At Call Center Pros, I monitored customer calls and chats, gave agents coaching and feedback, and analyzed quality metrics. I also screened candidates, coordinated interviews, and supported clients with loan forgiveness applications.

Experience

Work history, roles, and key accomplishments

Customer Support

Modsquad/Follett

Jul 2025 - Oct 2025 (3 months)

Provided support through email, chat, and phone to assist students and faculty with account, order, and access issues. Ensured timely resolution of inquiries while maintaining high customer satisfaction scores.

CRM Customer Support Email Support Live Chat Phone Support Problem Solving

Retention/Loyalty

Sutherland Global Services - DIRECTV

Jan 2022 - Dec 2024 (2 years 11 months)

Handled customer retention by addressing concerns, recommending solutions, and delivering personalized offers to encourage continued service. Acted as a trusted advisor to customers by resolving technical issues quickly and clearly supporting retention through proactive service.

Salesforce CRM Customer Retention Technical Support Communication Skills

Sales Agent & Customer Support

FLOW- Cable & Wireless

Oct 2020 - Oct 2021 (1 year)

Assisted customers via chat, phone, and email with service issues and billing inquiries. Managed a high volume of live chats and processed account updates accurately.

CRM Customer Support Sales Upselling Live Chat Billing

Sales Agent & Customer Service

Call Center Pros

Sep 2019 - Oct 2020 (1 year 1 month)

Guided clients through loan forgiveness programs and assessed eligibility. Followed up to ensure complete applications and addressed ongoing concerns.

CRM Customer Service Sales Loan Programs Client Relations

QA Analyst/ Recruiter

Call Center Pros

Oct 2019 - Feb 2020 (4 months)

Monitored and evaluated customer calls and chats to ensure adherence to company quality standards and procedures. Provided feedback and coaching to agents to improve communication, accuracy, and customer satisfaction.

Quality Assurance Call Monitoring Coaching Feedback Candidate Screening Recruitment Interview Coordination