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Leesha User

@leeshauser

Customer service and sales development pro driving retention and revenue through CRM expertise.

Jamaica
Message

What I'm looking for

I seek a remote or hybrid customer-facing role where I can leverage CRM expertise to improve retention, exceed KPIs, drive revenue, and grow into expanded sales or customer success responsibilities.

I am a results-driven customer service and sales development professional with over six years of experience delivering exceptional customer experiences and generating qualified leads for high-growth companies.

I consistently exceed KPIs, maintaining CSAT scores above 90% (95%+ at Zappos), improving First Call Resolution by 18%, and achieving a 30% lead-to-sale conversion rate while closing deals valued at $15K+ monthly.

I am experienced managing CRM systems and tools including Salesforce, HubSpot, Zendesk, Freshdesk, and Gorgias, and I use Slack, Google Workspace, Microsoft 365, Asana, and Trello to optimize workflows and collaboration.

I thrive in remote environments, resolve complex escalations, drive upsell and cross-sell opportunities, and focus on process improvement and relationship building to increase client retention and revenue growth.

Experience

Work history, roles, and key accomplishments

Zappos logoZA

Customer Service Representative

Zappos

Jan 2023 - May 2025 (2 years 4 months)

Managed 50+ daily customer inquiries via phone, chat, and email using Zendesk, achieving CSAT of 95%+ and improving First Call Resolution by 18%. Collaborated with sales to identify upsell opportunities, increasing average order value by 12% while maintaining AHT under 6 minutes.

SP

Customer Service Associate

Stewart Auto Paint

Jan 2018 - Mar 2020 (2 years 2 months)

Oversaw daily store operations, processed purchase orders and managed inventory while training and mentoring 5+ staff to improve sales performance and service quality. Maintained consistent customer satisfaction scores above 90%.

Education

Degrees, certifications, and relevant coursework

SS

Seaforth High School

High School Diploma, Secondary Education

Completed secondary education at Seaforth High School in St. Thomas, Jamaica.

Tech stack

Software and tools used professionally

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Himalayas profile for an example user named Frankie Sullivan
Leesha User - Customer Service Representative - Zappos | Himalayas