Open to opportunities

Reese Allen

@reeses

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Experienced virtual assistant specializing in remote customer support and CRM workflow optimization.

Jamaica

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What I'm looking for

I seek a remote role where I can leverage CRM expertise and customer-support skills, contribute to team goals, and grow into leadership responsibilities.

I am a tech-savvy, results-driven Virtual Assistant with 5+ years of remote administrative and customer support experience, consistently maintaining 90%+ CSAT while managing high-volume inquiries and CRM workflows. I excel at multitasking across inboxes and ticketing systems, improving response times, and supporting team goals.

My background includes work with Salesforce, Gorgias, HubSpot, Zendesk and internal CRM platforms across ecommerce and telecom accounts, plus hands-on experience in training, floor support, and cross-functional collaboration. I bring strong problem-solving, document management, and leadership support to drive retention and customer loyalty.

Experience

Work history, roles, and key accomplishments

Chat Representative

Optimum Jamaica

Sep 2023 - Nov 2024 (1 year 2 months)

Handled 40+ high-volume voice and chat inquiries daily on billing, service plans, and promotions; upsold relevant services and maintained accurate CRM logs to improve response efficiency.

Customer Support Chat Support Upselling CRM Ticketing Data Entry Troubleshooting Multitasking

Retention Agent (Chat WFM)

Connempathy LLC

Oct 2022 - Jul 2023 (9 months)

Provided remote chat support for six e-commerce brands, documented interactions in CRM, and collaborated with teams to streamline workflows that supported customer retention.

Chat Support CRM Customer Retention Workflow Optimization Team Collaboration Empathy

Customer & Technical Support Specialist

ItelBPO Solutions

Nov 2018 - Jul 2019 (8 months)

Provided floor and technical support to 50+ employees and handled 40+ daily voice inquiries on billing and technical issues, performing system analysis to prevent recurring problems.

Technical Support Customer Service Troubleshooting Floor Support Systems Analysis Billing Support CRM

Support Consultant

Sutherland Global

Oct 2017 - Nov 2018 (1 year 1 month)

Resolved 30+ Microsoft/Xbox billing and technical issues, maintained high CSAT, and performed training, auditing, reporting, and peer coaching to support operational quality.

Technical Support Customer Satisfaction Coaching Auditing Reporting Account Management