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Huncho Brady

@hunchobrady

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I resolve customer and technical issues across high-volume, remote support operations.

Jamaica

Message

What I'm looking for

I'm looking for a remote customer support, technical support, or customer operations role where I can resolve complex client issues, improve workflows, support onboarding and retention, and contribute to strong customer satisfaction.

I've supported customers for Credit Wellness LLC, Bella Sloan Academy, and The Transformation Factory, managing onboarding, account updates, renewals, retention, and urgent escalations across remote teams.

I handle high-volume support through email, live chat, phone, social media, Slack, and Twilio. At The Transformation Factory, I sustained a 90%+ CSAT score while partnering with logistics and fulfillment teams to resolve order issues.

My background also includes Tier 2 technical support for Shutterfly, where I resolved complex website and backend escalations and coached Tier 1 agents. I bring practical troubleshooting, client success, data tracking, and first-contact-resolution experience to every customer interaction.

Experience

Work history, roles, and key accomplishments

Current

Customer Operations & Sales Specialist

Current

Credit Wellness LLC

Feb 2026 - Present (8 months)

Consult with clients on credit restoration solutions, managing account setups and client engagement via Slack and Twilio. Maintain a 20% weekly conversion rate and resolve critical escalations to ensure high account satisfaction.

Slack Twilio Client Onboarding Account Management Retention Strategy Escalation Management

Customer Support Agent

Bella Sloan Academy

Apr 2025 - Jan 2026 (9 months)

Conducted onboarding calls to guide new clients through setup and managed memberships, renewals, and account updates while resolving high daily ticket volume via email.

Customer Onboarding Email Support Account Management Membership Management

Customer Service Agent

The Transformation Factory

Feb 2023 - Mar 2025 (2 years 1 month)

Delivered multi-channel support across email, live chat, phone, and social media, sustaining a 90%+ CSAT score on Zendesk. Partnered with logistics and fulfillment teams using Slack to resolve urgent escalations.

Zendesk Slack Multichannel Support CSAT Escalation Management

Customer Service Representative

Collective Solutions

Oct 2021 - Jan 2023 (1 year 3 months)

Assisted high volumes of retail customers with order processing, website navigation, returns, and replacements across chat, email, and phone. Tracked performance metrics using MS Excel to improve first-contact resolution rates.

Excel Order Processing Customer Support Live Chat Email Support Phone Support

Support Agent

Conduent BPO

Nov 2020 - Sep 2021 (10 months)

Handled 120+ daily inbound calls regarding shipment tracking, claims processing, and strict verification compliance.

Inbound Calls Claims Processing Verification Shipment Tracking

Sales & Support Representative

Centerfield BPO

Mar 2020 - Sep 2020 (6 months)

Managed inbound order processing, credit verifications, and cross-selling for residential telecommunications packages.

Order Processing Credit Verification Cross Selling Telecommunications

Tier 2 Technical Support

Contax360 BPO Solutions, Inc

Oct 2019 - Feb 2020 (4 months)

Provided advanced website and backend technical troubleshooting for complex escalations. Coached and mentored Tier 1 agents on troubleshooting protocols to reduce average handling times.

Technical Troubleshooting Escalation Management Mentorship Website Support