Open to opportunities

Roshel James

@rosheljames

Message

I manage high-volume customer cases from triage through resolution across email, chat, and phone.

Jamaica

Message

What I'm looking for

I'm looking for a customer support or customer success role where I can own cases end to end, use CRM tools, resolve customer concerns, collaborate on escalations, and improve the customer experience.

At ModSquad, I manage customer cases for a global gaming platform, tracking inquiries through resolution, prioritizing urgent concerns, and documenting clear case histories. I provide empathetic written support and escalate complex issues with the context needed to prevent delays and repeat frustration.

Across Iwinback/Lexical, Connempathy, and Startek Jamaica, I've handled account, transaction, order, retention, cancellation, and appointment-setting concerns across phone, email, and chat. I'm focused on organized follow-ups, clean CRM records, practical issue resolution, and keeping customers informed from first contact to closure.

Experience

Work history, roles, and key accomplishments

Current

Email Support Specialist (Tier 1)

Current

ModSquad

Dec 2024 - Present (1 year 8 months)

Manage high-volume customer cases for a global gaming platform, ensuring every inquiry is tracked and resolved. Triage requests, document case details, and escalate complex issues to specialized teams.

Case Management Triage Written Communication Ticketing Systems

Customer Support and Retention Representative

Iwinback / Lexical

Jul 2023 - Oct 2023 (3 months)

Handled customer inquiries across outbound calls, email, and live chat, supporting account, promotion, transaction, and cash-out issues. Used CRM documentation to track concerns and retention actions.

Customer Support Retention Outbound Calling Live Chat De escalation

Fashion Retention Consultant

Connempathy

Jul 2023 - Oct 2023 (3 months)

Managed customer retention cases related to cancellations, order concerns, and reships. Delivered personalized recommendations and maintained accurate notes to support follow-through.

Retention Customer Service Order Management

Customer Engagement Specialist / Appointment Setter

Startek Jamaica

Jun 2021 - Jul 2023 (2 years 1 month)

Managed high-volume inbound and outbound customer interactions across phone, email, and chat. Conducted 40-60 outbound calls daily and scheduled 2-6 appointments per day.

Inbound Calls Outbound Calling Appointment Setting Customer Engagement CRM