Open to opportunities

Kianna James

@kiannajames

Message

Certified customer service professional delivering empathetic, efficient virtual support and operational reliability.

Jamaica

Message

What I'm looking for

I seek a remote or hybrid role focused on customer support where I can handle multi-channel inquiries, contribute to KPI-driven teams, and grow professionally in a supportive culture.

I am a detail-oriented customer service professional with certifications in Administrative Assistance and Certified Customer Service Professional (CCSP).

Over four years I have delivered remote customer support across phone, email, chat, ticketing and content moderation, routinely handling high volumes and concurrent sessions while using tools such as Zendesk.

My experience spans healthcare and insurance customer service, appointment scheduling, claims and benefits support, and troubleshooting app-related issues, with a record of meeting and exceeding KPIs.

I am self-disciplined, hardworking, recognized as a top performer, and seeking opportunities where I can apply my customer service expertise and continue to learn and grow.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Modsquad

Jan 2023 - Present (3 years 1 month)

Provided multi-channel customer support and content moderation, managing 100–500 concurrent incoming/outbound calls and handling an average of three simultaneous chat sessions while resolving account issues via Zendesk.

Customer Support Zendesk Multichannel Support Content Moderation Live Chat Phone Support Ticketing Time Management

Customer Service Representative

VLBPO

Oct 2023 - Dec 2023 (2 months)

Assisted customers enrolling in insurance plans, scheduled consultant appointments, and managed incoming/outbound calls and email to ensure timely resolution of insurance inquiries.

Insurance Enrollment Appointment Management Phone Support Email Support Customer Onboarding

Customer Service Representative

Sutherland Global Solutions

May 2022 - Sep 2023 (1 year 4 months)

Handled inquiries about pet healthcare services and app issues, scheduled appointments, and assisted customers with benefits and claims questions for medical insurance, contributing to high service quality.

Customer Support Healthcare Support Appointments CRM

Customer Service Agent

Sagility

May 2021 - Apr 2022 (11 months)

Provided benefits and claims support for medical insurance, managed general customer service tasks, and handled mail distribution while directing inquiries to appropriate departments.

Benefit Support Customer Service Documentation

Education

Degrees, certifications, and relevant coursework

Old Harbour High School

Diploma, Secondary Education

Completed secondary school with coursework in Mathematics, Information Technology, Principles of Business, and English Language; awarded a Diploma in 2020.