JTJevaughnie Tomlinson
@jevaughnietomlinson
Customer Support Specialist with 6+ years delivering technical SaaS and e-commerce support.
JamaicaWhat I'm looking for
I am a customer-focused support specialist with over six years' experience in fast-paced SaaS and e-commerce environments, skilled at turning challenging interactions into positive outcomes through empathy and efficient troubleshooting.
My background includes Tier 2 technical support, consultative sales, high-volume queue management, and creating SOPs that improved team efficiency and retention; I consistently maintain strong response times and high CSAT scores.
I mentor and collaborate with cross-functional teams to log and resolve bugs, streamline processes, and drive results—seeking to leverage my customer-centric approach to increase satisfaction and operational performance.
Experience
Work history, roles, and key accomplishments
LAResolved 60–75 daily customer inquiries across chat, email, and SMS, boosting retention by 20% and creating SOPs that improved team efficiency; mentored Tier 1 agents on escalation and Tier 2 protocols.
Appointment Setter
The Fitness Business Podcast
Aug 2023 - Dec 2023 (4 months)
Scheduled 20–50 weekly appointments using scripts and CRM tools to qualify leads, contributing to a 75% closing efficiency for sales teams.
Customer Service & Technical Specialist
LTVPlus
May 2022 - Nov 2023 (1 year 6 months)
Provided SaaS technical support via Zendesk and JIRA with 95%+ CSAT, logged bugs and collaborated with developers while managing high-volume customer interactions and returns processing.
Sales Lead Qualifier
Rent-To-Own Services
Dec 2022 - Mar 2023 (3 months)
Qualified leads achieving 60–70% warm transfer conversion and consistently met 75%+ of sales targets through effective qualification and handoffs.
SSManaged 40–50 daily interactions across calls, chat, and email to resolve billing and product issues and reduce customer wait times.
NUClerical Assistant Supervisor
Northern Caribbean University
Jan 2018 - Mar 2020 (2 years 2 months)
Supervised 100+ student registrations, delegated tasks to a team of 5+, and managed help desk support across multiple channels to maintain administrative operations.
Education
Degrees, certifications, and relevant coursework
EEEF Standard English Test (EFSET)
EFSET Certification (C2 Proficient), English Proficiency
2025 - 2025
Grade: 83/100
Achieved EFSET English Certification at C2 Proficient level with a score of 83/100.
Heart Trust/NSTA
Diploma in Business Administration, Business Administration
2019 - 2020
Completed a Diploma in Business Administration focused on business fundamentals and administrative practices.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Social media
Job categories
Skills
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