Leon Lee
@leonlee2
Customer support and technical specialist with 5+ years in high-volume call center and POS support.
JamaicaWhat I'm looking for
I am a results-driven customer support and technical specialist with over five years supporting high-volume call centers and remote environments. I specialize in Tier 1–2 troubleshooting, Fiserv POS/payment systems, refund processing, escalations, and CRM documentation.
Throughout my career I have managed 80–100+ inbound calls daily while consistently meeting SLA, KPI, and customer satisfaction targets, and resolving up to 90% of POS issues on first contact. I have experience processing refunds, replacements, reactivations, and tracking cases through ticketing systems to ensure accurate follow-through.
I bring strong communication, problem-solving, and documentation accuracy, plus experience in customer retention and upselling. I am committed to delivering efficient technical support and improving internal processes to boost operational performance and CSAT.
Experience
Work history, roles, and key accomplishments
Technical Support Specialist
Sutherland Global
Jan 2023 - Dec 2024 (1 year 11 months)
Delivered Tier 1–2 technical support for Fiserv POS systems, resolving up to 90% of issues on first contact and processing refunds, replacements, reactivations, and escalations to meet SLA targets.
Customer Service & Sales Representative
Innovative Vision
Jan 2019 - Dec 2022 (3 years 11 months)
Managed client accounts including Snap Travel and 1-800-Flowers, processed bookings and refunds, handled escalations, and used upselling strategies to improve revenue and retention while maintaining strong CSAT scores.
Customer Support Representative
Xsomo International
Jan 2020 - Dec 2020 (11 months)
Managed high call volumes on a contract basis while improving documentation accuracy and internal communication processes to support performance metrics.
Customer Service Representative
Ibex Global
Jan 2018 - Dec 2020 (2 years 11 months)
Handled 80–100 inbound calls daily for an Amazon account, resolved order inquiries and damaged item refunds, and maintained detailed call logs to meet quality assurance benchmarks.
Education
Degrees, certifications, and relevant coursework
Excelsior Community College
Level 2 Certificate, Food Preparation
2021 - 2022
Completed Food Preparation Level 2 vocational training focusing on food safety and preparatory skills.
National Service Corps - YEDAI Programme
Programme Certificate, Digital Animation
2019 - 2019
Completed the YEDAI Programme with training in digital animation and related digital skills.
Waterford High School
City & Guilds Level 1 & Level 2, Mathematics and English
Secondary education with City & Guilds certifications in Mathematics and English at Level 1 and Level 2.
Caribbean Examinations Council (CXC)
CXC Certification, Information Technology / Mathematics / English Language
Completed CXC examinations in Information Technology, Mathematics, and English Language.
Customer Service Certification
Certification, Customer Service
Obtained a certification in customer service demonstrating foundational customer support skills.
Availability
Location
JamaicaAuthorized to work in
Job categories
Interested in hiring Leon?
You can contact Leon and 90k+ other talented remote workers on Himalayas.
Message LeonFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
