DWDeneil Walker
@deneilwalker
Remote customer support specialist focused on high-volume ecommerce chat, retention, and revenue growth.
JamaicaWhat I'm looking for
I am a revenue-driven remote customer support specialist with 2+ years managing high-volume live chat and email interactions in fast-paced DTC and ecommerce environments. I consistently maintain high satisfaction metrics (98% CSAT, 85% NPS), meet SLA targets, and identify upsell opportunities to protect retention and drive revenue.
I am proficient with Zendesk, Salesforce, and Gorgias, familiar with Shopify order workflows, and adept at workflow optimization using macros and clear documentation. I collaborate effectively with remote teams, support QA processes, and have been recognized as a Top Brand Advocate for proactive communication and empathy.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Sagility Jamaica Limited
Nov 2023 - Present (2 years 3 months)
Delivered personalized multi-channel support (chat, email, phone), achieving 98% CSAT and 85% NPS while meeting sub-15-minute SLA response targets and improving ticket handling efficiency.
Administrative Support
Community Retail Co-op
Jun 2022 - Aug 2022 (2 months)
Managed email inquiries, order confirmations, and onboarding documentation while creating and proofreading internal presentations and platform guides to improve operational accuracy.
Education
Degrees, certifications, and relevant coursework
Church Teachers' College
Bachelor of Education, Biology
Completed a Bachelor of Education in Biology at Church Teachers' College, graduating in 2020.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Job categories
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