Open to opportunities

Loviena Nelson

@lovienanelson

Real-Time Analyst and customer support professional with 7+ years optimizing service performance and resolving complex customer issues.

Jamaica

Message

What I'm looking for

I’m looking for a role where I can combine real-time performance analysis with customer support—improving service levels, reducing risks, and using actionable reporting to help teams deliver exceptional customer experience.

I’m a dedicated customer service and real-time analysis professional with 7+ years of call center experience, focused on high-volume support, fast issue resolution, and clear reporting that drives productivity. I thrive in fast-paced environments where service quality and customer satisfaction must stay consistent.

Most recently, I’ve served as a Sutherland Real Time Analyst, monitoring intraday call center performance to ensure service levels, occupancy, and response times meet standards. I track real-time metrics such as AHT, adherence, and queue performance, then coordinate with workforce management and operations to optimize staffing, scheduling, and break adherence while proactively managing risks like unexpected call spikes or system outages.

Earlier, I worked as a Sutherland Customer Service Representative, handling inquiries, processing bookings and transactions, troubleshooting booking/payment/account access issues, and managing complaints with accurate record keeping. I’m currently also working as a Legal Assistant, conducting legal research, drafting and organizing legal documents, maintaining case files, and monitoring deadlines to support attorney trial preparation.

Experience

Work history, roles, and key accomplishments

Current

Legal Assistant

Current

Krause And Kinsman Law Firm

Oct 2025 - Present (9 months)

Conduct legal research and draft, review, and organize legal documents to support case preparation. Coordinate filings and court-related scheduling, maintain case files, and summarize documents for attorney review.

Legal Research Contract Drafting Legal Document Review Summarization Client Liaison

Real Time Analyst

Sutherland

Jan 2024 - Jan 2026 (2 years)

Monitor intraday call center performance and ensure service levels, occupancy, and response times meet required standards. Track real-time metrics, provide actionable insights, and coordinate with operations and workforce management to optimize staffing and scheduling.

Service Level Management Workforce Management Staffing Optimization Scheduling and Break Adherence performance reporting

Customer Service Representative

Sutherland

Jan 2022 - Jan 2024 (2 years)

Handle customer inquiries about Airbnb services, accommodations, bookings, and policies. Process transactions and manage cancellations and alterations while troubleshooting booking and account issues and resolving complaints.

Customer Support Transaction Processing Technical Troubleshooting Complaint Handling

Customer Service Representative

Ibex Global

Jan 2018 - Jan 2022 (4 years)

Support customers with returns and answer product and service questions using product knowledge and technical skills. Interpret policy updates and assist with order and shipment inquiries while processing orders and completing administrative duties.

Returns Processing Product Knowledge Technical Customer Support Order Processing Phone Email Live Chat Payment Processing Social Media Customer Support Facebook Twitter

Customer Service Representative

Alorica

Jan 2017 - Jan 2018 (1 year)

Handle Comcast Xfinity inquiries via phone, chat, or email, including billing, service information, and technical account support. Troubleshoot service issues, explain charges, process payments, and assist customers with service upgrade and downgrade requests.

Customer Support Comcast Xfinity Support Technical Troubleshooting Internet And Cable Support Billing Payment Processing Service Upgrades Phone Support

Education

Degrees, certifications, and relevant coursework

Marymount High School

CSEC, CSEC Subjects

2009 - 2014

Completed CSEC-focused subjects including English A, English B, Mathematics, Food & Nutrition, Physical Education, Human & Social Biology, and Agricultural Science.