RLRenae Lai
@renaelai
Empathetic customer support specialist skilled in multichannel service.
JamaicaWhat I'm looking for
I am a reliable and empathetic Customer Support Specialist with hands-on experience supporting customers via chat, email, and phone across high-volume, multichannel environments. I excel at troubleshooting order and account issues, using CRMs like Gorgias, HubSpot, Intercom, and Zendesk, and I contribute to SOPs and workflow improvements.
My background includes roles supporting major accounts (Amazon, DIRECTV) and remote digital commerce platforms, where I consistently applied macros, tags, and escalation procedures to resolve issues efficiently and preserve customer satisfaction. I maintain professional, clear written communication and strong de-escalation skills.
I am a fast learner who adapts quickly to client-specific tools and systems, enjoys cross-team collaboration, and seeks opportunities to streamline processes and improve customer outcomes.
Experience
Work history, roles, and key accomplishments
Customer Service Agent
Influx
Sep 2024 - Present (1 year 2 months)
Provide high-volume chat and email support for digital commerce platforms, troubleshooting orders and account issues while improving SOPs and workflow efficiency.
Customer Service Representative
Sutherland
Mar 2022 - Oct 2022 (7 months)
Assisted DIRECTV customers via phone and chat with service and billing inquiries, managing account issues across multiple internal platforms and handling technical escalations professionally.
Customer Care Associate
Alorica
Oct 2019 - Apr 2021 (1 year 6 months)
Supported Amazon customers via chat and phone with order tracking, account updates, and delivery inquiries while adapting to new procedures across multiple campaigns.
Education
Degrees, certifications, and relevant coursework
Distinction College
Certificate, Airline Ticketing & Sales
2018 - 2019
Completed an Airline Ticketing & Sales certificate program with coursework focused on ticketing procedures and sales fundamentals.
B&B University
Training Certificate, Customer Service
2018 - 2018
Completed customer service training covering fundamental customer support skills and best practices.
Merl Grove High School
High School Diploma (CSEC), Secondary Education
2012 - 2017
Secondary education culminating in CSEC examinations with strong performance in English Language and Social Studies.
Availability
Location
JamaicaAuthorized to work in
Job categories
Skills
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