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Nikeita Trail

@nikeitatrail

Customer Support Manager at Carisupport International who handled high-volume service across multiple brands and trained support teams.

Jamaica

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At Carisupport International, I managed customer support across multiple brands, handling order processing, inquiries, and disputes. I used Konnektive, Freshdesk, Shopify, Gorgias, ClickBank, Hubspot, and Zendesk to support customers.

I also trained and led teams to improve response times, service quality, and customer satisfaction. I provided product guidance and technical assistance, and analyzed customer feedback to improve support procedures.

At Shirley Retreat Hotel, I managed front desk operations, guest inquiries, reservations, payments, and financial records. I also assisted with scheduling and coordinating with housekeeping and maintenance teams.

At Lenfam Financial Services, I assessed personal and business loan applicants, conducted financial vetting, and maintained loan documentation. Earlier, at Conduent, I supported Woodforest National Bank account holders with account management, transaction inquiries, card issues, and account opening.

Experience

Work history, roles, and key accomplishments

Customer Support Manager

Carisupport International

Jul 2016 - Feb 2025 (8 years 7 months)

Managed 200 customer interactions daily across multiple brands, handling order processing, inquiries, and dispute resolution. Utilized CRM platforms to enhance customer experience and led teams to improve service quality.

Konnektive Freshdesk Shopify Gorgias Clickbank HubSpot Zendesk Customer Service Team Leadership Dispute Resolution Order Processing Product Guidance Technical assistance Customer Retention Marketing Collaboration Fulfillment Customer Feedback Analysis

Administrative Support Front Desk

Shirley Retreat Hotel

Mar 2014 - May 2016 (2 years 2 months)

Managed front desk operations including guest check-ins, reservations, and inquiries. Handled payments, maintained financial records, and coordinated with housekeeping and maintenance teams.

Front Desk Operations Guest Relations Reservations Payment Processing Invoicing Financial Records Scheduling Calendar Management Communication Skills Problem Solving Record keeping Reservation Systems

Loan Officer

Lenfam Financial Services

Jan 2013 - Jan 2014 (1 year)

Interviewed and assessed clients for personal and business loans, conducting background checks and financial vetting. Contributed to reducing default rates through stricter verification protocols.

Loan Processing Client Assessment Background Checks Vetting Risk Assessment Regulatory Compliance Documentation Collaboration Customer Service Explaining Loan Terms

Customer Support Representative

Conduent

Aug 2008 - May 2010 (1 year 9 months)

Handled 100 customer inquiries daily, providing support to bank account holders. Assisted with account management, transaction inquiries, and debit/credit card issues, and guided customers through account opening.