Open to opportunities

Rusheika Reid

@rusheikareid1

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Customer support specialist with over six years of experience.

Jamaica

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a customer-focused professional with over six years of experience in customer service, eCommerce, and healthcare. My expertise lies in managing high-volume inquiries across multiple channels, troubleshooting technical and account-related issues, and delivering personalized solutions that drive customer satisfaction. I have a strong track record of improving support efficiency and resolution times, making me a valuable asset to any team.

Throughout my career, I have honed my skills in using CRM systems such as Zendesk, Freshdesk, Intercom, and Gorgias. I am adept at handling sensitive data, streamlining workflows, and fostering seamless collaboration across internal and external teams. My commitment to excellence is reflected in my ability to maintain high client satisfaction rates and improve operational efficiencies.

Experience

Work history, roles, and key accomplishments

Customer Support

Savage X Fenty

Feb 2022 - Mar 2024 (2 years 1 month)

Provided support for over 50 daily customer inquiries via Gorgias, handling refunds and account concerns while maintaining a 95% customer satisfaction rate. Demonstrated expertise in managing complex account issues, contributing to a 9% improvement in first-contact resolution.

Customer Support Gorgias Account Management Communication Customer Satisfaction Remote Work Problem Solving

Customer Support Specialist

Care Solace

Jan 2023 - Oct 2023 (9 months)

As an Independent Contractor, managed and scheduled over 45 weekly appointments, improving scheduling efficiency by 17%. Delivered high-quality customer service, addressing over 40 daily inquiries and achieving a 98% client satisfaction rate.

Customer Support Scheduling Intercom Communication Data Management Remote Work Process Optimization

Customer Support

Amazon

Oct 2018 - Jan 2022 (3 years 3 months)

Handled over 50 customer inquiries daily via Freshdesk, achieving a 95% first-contact resolution rate. Acted as a liaison between customers and cross-functional teams, maintaining a 98% customer satisfaction rate and closing over 100 support tickets weekly.

Customer Support Freshdesk Customer Retention Communication Team Collaboration Problem Solving Remote Work Ticketing

Education

Degrees, certifications, and relevant coursework

Google

Certification, Information Technology

2024 - 2024

Completed the Google Workspace Specialist certification, enhancing proficiency in Google Workspace tools and applications.

Virtual Latino Academy

Certification, Virtual Assistance

2024 - 2024

Achieved certification as a Virtual Assistant, focusing on skills necessary for remote work and effective online communication.

HEART College of Hospitality Services

Diploma, Hospitality Management

Completed a Diploma in Hospitality Management, gaining essential skills and knowledge in customer service, operations, and management within the hospitality industry.