Micaela-Maye Shand
@micaela-mayeshand
Administrative and customer support professional who handled service requests, bookings, and sales development.
JamaicaWhat I'm looking for
At TEAM International, I conducted targeted cold calls and email outreach to senior executives at tech companies, securing qualified meetings for Account Executives. I also tracked leads and follow-ups in Salesforce to support the pre-sales process.
At Arise Virtual Solutions (Agero), I assessed customer needs and dispatched service providers, while keeping customers updated in real time. I documented interactions to support efficient assistance.
Across customer service roles supporting Princess Cruises, Outdoorsy, SeaWorld & Busch Gardens, and Kroger, I handled bookings, reservations, inquiries, and escalations. At Princess Cruises, I processed upgrades and adjusted reservations.
Earlier, I managed onboarding, invoicing, and database updates at SARIFA Insurance Brokers, and provided HR administrative support at the Office of the Prime Minister of Jamaica. I’m seeking a long-term role with a forward-thinking organization where I can contribute to operational efficiency and business growth.
Experience
Work history, roles, and key accomplishments
Sales Development Representative (Tech)
TEAM International
Apr 2025 - Oct 2025 (6 months)
Conducted targeted cold calls and email outreach to senior executives in tech companies, pitching solutions and securing qualified meetings for Account Executives. Managed pre-sales process in Salesforce and Microsoft Teams, tracking leads and scheduling meetings.
Customer Service Representative
Arise Virtual Solutions (Agero)
Sep 2024 - Aug 2025 (11 months)
Assessed customer needs and dispatched appropriate service providers, reducing wait times. Maintained clear communication and provided real-time updates to customers, documenting interactions accurately.
Customer Service Representative
Arise Virtual Solutions (Princess Cruises)
Nov 2023 - Mar 2024 (4 months)
Managed cruise and flight bookings, processed upgrades, and adjusted reservations to enhance customer experience. Maintained high accuracy and minimized booking errors, improving customer retention.
Customer Service Representative
Work for Impact (Outdoorsy)
Jun 2023 - Oct 2023 (4 months)
Resolved customer inquiries via phone, chat, and email, maintaining high satisfaction ratings. Escalated complex issues for swift resolution and maintained accurate records of interactions.
Customer Service Representative
Advantage Communications
Aug 2021 - Sep 2021 (1 month)
Assisted guests with park information, reservations, and promotions, ensuring positive visitor experiences. Escalated complex issues to supervisors while maintaining customer satisfaction.
Customer Service Representative
ITEL BPO (Kroger)
May 2020 - Aug 2020 (3 months)
Resolved customer inquiries via phone, chat, and email, maintaining high satisfaction ratings. Escalated complex issues for swift resolution and maintained accurate records of interactions.
ESL Teacher
Shandong Province, China
Sep 2019 - Feb 2020 (5 months)
Delivered English lessons to Grade Three students, fostering communication and comprehension skills. Developed structured lessons and provided feedback, enhancing student engagement and progress.
Employee Benefits Administrator
SARIFA Insurance Brokers
Jul 2018 - Jun 2019 (11 months)
Managed client onboarding, invoicing, and database updates, ensuring accuracy and efficiency. Served as a primary liaison between clients and insurers, resolving issues to enhance satisfaction.
Intern/Secretary 1
Office of the Prime Minister of Jamaica
Apr 2018 - Jun 2018 (2 months)
Provided comprehensive administrative support to the Human Resource Director and senior HR personnel, including preparing correspondences and managing interview packages. Organized meetings with detailed minutes and developed proficiency in the MyHRPlus system.
Summer Intern
Jamalco
Jun 2017 - Aug 2017 (2 months)
Provided administrative and operational support, including data entry in the Jamalco Action Tracking System, weekly audits, and report preparation. Participated in JBS lead team meetings, 3IR gemba audits, and problem-solving sessions to drive continuous improvement.
Education
Degrees, certifications, and relevant coursework
The University of The West Indies
Bachelor of Science, Nursing
2020 - 2024
Pursued a Bachelor of Science in Nursing, but did not obtain a license. The program was completed in 2024.
The University of The West Indies
Bachelor of Science, Human Resource Management & Operations Management
2014 - 2017
Earned a Bachelor of Science in Human Resource Management and Operations Management from 2014 to 2017.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Salary expectations
Job categories
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