Leroy Brady
@leroybrady
Customer service and operations professional improving retention with CRM-driven process improvements.
JamaicaWhat I'm looking for
I am a customer service and operations professional with over five years supporting Fortune 500 companies and high-growth businesses, specializing in onboarding, membership management, technical troubleshooting, and sales support.
I consistently improve retention and streamline processes using CRM and communication tools such as Zendesk, Shopify, ShipStation, Stripe, Twilio, RingCentral, Slack, and Kajabi, and have delivered 90%+ satisfaction in high-volume support environments.
I am fully remote-ready, adaptable, and comfortable leading or training teams while managing membership lifecycles, escalations, and cross-functional collaboration to drive customer satisfaction and operational efficiency.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Bella Sloan Academy
Feb 2025 - Jul 2025 (5 months)
Conducted welcome calls and guided new clients through onboarding, managed membership lifecycle and maintained accurate records to support retention. Collaborated with internal teams to resolve inquiries and improve client satisfaction.
Customer Service Specialist
The Transformation Factory
Feb 2023 - Oct 2024 (1 year 8 months)
Delivered multi-channel wellness support using Zendesk, achieving 90%+ satisfaction while collaborating with fulfillment teams to resolve shipping and product escalations. Managed high-volume customer inquiries across email, phone, chat, and social media.
Customer Service Associate
Amazon (Collective Solutions BPO)
Oct 2021 - Jul 2022 (9 months)
Assisted customers with orders, refunds, replacements, and membership services while exceeding CSAT and AHT metrics and documenting recurring issues to drive team improvements.
Remote Support Agent
UPS (Conduent BPO)
Nov 2020 - Sep 2021 (10 months)
Handled 120+ daily calls on shipment tracking, claims, and documentation while ensuring compliance with verification requirements and maintaining service accuracy.
Sales & Support Representative
AT&T (Centerfield BPO)
Mar 2020 - Sep 2020 (6 months)
Sold TV, internet, and wireless services with a 35–40% closing rate, processed orders and credit checks, and consistently met team KPIs.
Tier 2 Technical Support
Shutterfly (Contax 360 BPO)
Oct 2019 - Jan 2020 (3 months)
Provided advanced website, graphic, and backend technical support, assisted Tier 1 agents with escalations and coaching to improve resolution rates.
Customer Care Associate
Verizon (Conduent BPO)
Feb 2019 - Jul 2019 (5 months)
Responded to live chats and calls for service issues and device support, assisted customers with online ordering and plan management to maintain service continuity.
Education
Degrees, certifications, and relevant coursework
Heart College of Innovation and Technology
Cisco IT Essentials Certificate, Information Technology
Completed Cisco IT Essentials certification focused on foundational IT hardware and software concepts.
Muschette High School
High School Diploma (CSEC), General Secondary Education
Grade: English (Grade 2), History (Grade 2), Electrical (Grade 3), Social Studies (Grade 3)
Attained High School Diploma with CSEC subjects including English, History, Electrical, and Social Studies.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Job categories
Skills
Interested in hiring Leroy?
You can contact Leroy and 90k+ other talented remote workers on Himalayas.
Message LeroyFind 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!
