Open to opportunities

Malik Stewart

@malikstewart

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Customer support and fraud prevention specialist skilled in remote technical troubleshooting and CRM systems.

Jamaica

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What I'm looking for

I seek a remote, full-time role during U.S. business hours that leverages CRM, fraud mitigation and remote support, offers long-term growth, mentorship and operational impact.

I am a detail-oriented support professional with over four years' experience in customer support, fraud prevention, and remote technical troubleshooting, fluent across Tier 1–3 helpdesk roles and high-volume e-commerce order processing.

I have deep CRM and ticketing expertise with hands-on use of Zendesk, Freshdesk, Salesforce, CCS, Zoho CRM, JIRA and ServiceNow, and I regularly employ remote tools such as TeamViewer, AnyDesk and RDP to resolve issues in real time.

As a Team Captain and subject matter expert, I coached and mentored up to 15 agents, led process improvements, managed KPIs and handled complex fraud escalations and retention strategies while maintaining strong customer engagement.

I seek remote, full-time opportunities where I can apply my technical troubleshooting, fraud mitigation and customer retention skills, contribute to operational excellence, and continue professional growth in IT and support functions.

Experience

Work history, roles, and key accomplishments

Order Processing Specialist

SSG Jamaica

May 2025 - Aug 2025 (3 months)

Processed high-volume e-commerce orders for Crate and Barrel using the CCS platform, verified product and delivery details, and resolved order discrepancies to maintain workflow efficiency and customer satisfaction.

CCS Order Processing Customer Support Data Verification CRM Troubleshooting

Fraud & Retention Specialist

SSG Jamaica

Aug 2024 - May 2025 (9 months)

Investigated suspicious account activity, executed real-time account actions (freezes/verification holds), and developed retention strategies balancing fraud risk with customer loyalty while serving as SME for escalations.

Fraud Investigation Risk Mitigation Account Management Customer Retention & Compliance CRM Escalation Management

Data Entry Specialist

Confidential E-Commerce Client

Oct 2024 - Feb 2025 (4 months)

Managed daily order submissions and reconciled supplier and customer information, logged adjustments accurately, and maintained team communication to ensure order accuracy and process continuity.

Data Entry Order Management Quality Control Slack Email Communication CRM Reporting

Telecommunications Specialist

Concentrix Jamaica

Feb 2021 - Aug 2024 (3 years 6 months)

Delivered frontline customer service in billing and technical support, was promoted to Team Captain coaching up to 15 agents, and improved QA, adherence, and customer satisfaction KPIs.

Customer Service Team Leadership Coaching KPIs Billing Support QA VoIP

IT Help Desk Support

Freelance

Jan 2022 - Dec 2023 (1 year 11 months)

Provided Tier 1–2 remote technical support for Windows and macOS users, resolving login, password, network, and hardware issues via remote tools while managing tickets to meet SLAs.