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Donesha Cohen

@doneshacohen

Results-driven and adaptable Remote Customer Success Professional with extensive experience supporting fast-paced and diverse operational environments

Jamaica

Message

What I'm looking for

I value a healthy, supportive work environment, strong communication, and flexibility. Ultimately, I’m looking for a position where I can make a real contribution, grow with the company, and build something I can be proud of.

At First Global Bank Ltd, I resolved customer account inquiries and online banking issues through the medium of chat and email, maintaining a 90% CSAT score. I also maintained accurate digital records while following security and compliance guidelines.

At We Vehicle Sales & Rental Services Ltd, I supported customer communication and onboarding, improving lead engagement by 15% and processing time by 20% and also maintaining a CSAT score of 90% and above. Earlier, at Rickwell Import & Export Company Ltd, I led and mentored a remote team of seven while sustaining a 91% CSAT score; working on various projects while streamlining workflows. I am eager to bring my determination, dedication and drive for customer-first mindset and I’m excited to work on meaningful projects. Thank you for your time, and I look forward to connecting soon.

Experience

Work history, roles, and key accomplishments

Virtual Executive Assistant

We Vehicle Sales & Rental Services Ltd

Sep 2022 - May 2026 (3 years 8 months)

Increased lead engagement by 15% through timely email follow-ups and high-volume inquiry management. Reduced scheduling conflicts by 35% by coordinating executive calendars and remote meetings.

Email Communication Customer Relationship Management Scheduling Remote Team Coordination Document Management

Customer Service Associate

First Global Bank Ltd

Dec 2015 - Jul 2022 (6 years 7 months)

Maintained a 90% CSAT score by resolving customer account inquiries and troubleshooting online banking issues. Achieved 100% accuracy in digital record management within a regulated financial environment.

Customer Support Online Banking Digital record management Compliance Email Communication

Executive Virtual Assistant | Team Lead

Rickwell Import & Export Company Ltd

Jan 2014 - Dec 2015 (1 year 11 months)

Sustained a 91% CSAT score by leading and mentoring a remote team of seven. Increased stakeholder satisfaction by 40%+ through improved reporting and streamlined operational support.

Team Leadership Mentorship Reporting Operational Support Remote Workflows

Customer Service Representative

Child Development Agency (CDA)

Sep 2006 - Dec 2013 (7 years 3 months)

Served as primary remote point of contact for youth, families, and community members, managing high-volume ticketing and email inbox. Maintained average resolution time under 24 hours and CSAT above 90%.

Customer Service Ticketing Systems Email Communication Conflict Resolution CRM Data Entry Calendar Management

Education

Degrees, certifications, and relevant coursework

University of Technology, Jamaica

Bachelor, Business and Computer Studies

Bachelor in Business and Computer Studies from the University of Technology, Jamaica, completed in 2012.

Coursera

Certificate, Professional Development

Completed several professional certificates on Coursera, including Introduction to CRM with HubSpot, B2B Sales Skills, Create Customer Personas in Canva, and Notion for Beginners.