RRRusheika Reid
@rusheikareid
Customer & technical support specialist driving high-touch remote service and process improvements.
JamaicaWhat I'm looking for
I am a Global Remote Customer & Technical Support Specialist with over seven years delivering high-volume, high-touch support across SaaS, e-commerce, and healthcare platforms. I consistently achieve strong outcomes in first-contact resolution and client satisfaction.
At companies including Apple, Amazon, and Care Solace, I resolved 40–50+ cases daily, maintained CSAT levels above 95%, and logged hundreds of accurate interactions monthly. I built SOPs and knowledge base content that reduced ticket resolution times and improved team efficiency.
I founded a remote support practice where I troubleshot Shopify backend issues, supported healthcare clients with EHR navigation while ensuring HIPAA compliance, and improved client response efficiency. My technical toolkit includes Zendesk, Intercom, Gorgias, Shopify, Apple Support tools, and multiple EHR and collaboration platforms.
I prioritize empathy, clear communication, and workflow optimization to drive client retention and remote team productivity. I seek roles where I can leverage my technical support experience, process improvement skills, and passion for delivering exceptional customer experiences.
Experience
Work history, roles, and key accomplishments
Remote Customer Support Specialist
BackPocket Assist
Jan 2024 - Present (1 year 10 months)
Founded and operated a remote customer support service, resolving inquiries across email, chat, and support platforms with 95%+ satisfaction while building SOPs and reducing average ticket resolution time by 15%.
Client Support Contractor
Care Solace
Jan 2023 - Sep 2024 (1 year 8 months)
Coordinated 45+ weekly client appointments and handled 40+ daily inquiries via phone, email, and chat, improving scheduling efficiency by 17% and maintaining 98% satisfaction. Logged 250+ monthly interactions in Intercom with complete accuracy.
APResolved 50+ technical support cases daily with 95% first-contact resolution and collaborated with global Sales and Customer Success teams to support onboarding and renewals, handling escalations professionally.
AMProvided billing, returns, and account support processing 100+ tickets weekly, maintaining 98% CSAT and improving team retention by 15% through proactive issue resolution and accurate documentation.
Education
Degrees, certifications, and relevant coursework
HAHubSpot Academy
Customer Success Management Fundamentals, Customer Success
Completed Customer Success Management Fundamentals coursework focused on customer lifecycle and retention strategies.
Virtual Latino Academy
Certified Virtual Assistant, Virtual Assistance
Completed a Certified Virtual Assistant program covering remote administrative and support skills.
GOGoogle Workspace Specialist, Productivity Tools
Achieved Google Workspace Specialist certification demonstrating proficiency with Google Workspace tools.
ESEF SET
EF SET English Certificate, English Language
Obtained EF SET English Certificate demonstrating assessed English language proficiency.
HEART College of Hospitality Services
Diploma in Hospitality Management, Hospitality Management
Completed a Diploma in Hospitality Management focusing on hospitality operations and service delivery.
Tech stack
Software and tools used professionally
Availability
Location
JamaicaAuthorized to work in
Salary expectations
Job categories
Skills
Interested in hiring Rusheika?
You can contact Rusheika and 90k+ other talented remote workers on Himalayas.
Message RusheikaFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
