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Sanya Nicholson

@sanyanicholson

Results-driven Customer Support, Sales, and Virtual Assistant professional with 7+ years of experience in customer service, technical support, etc.

Jamaica

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What I'm looking for

I’m looking for a fast-paced team where I can own customer support and technical troubleshooting, hit quality and efficiency targets, and support sales/lead follow-up using strong CRM processes—while continuing to grow in remote, high-standards environments.

Results-driven Customer Support, Sales, and Remote Administration Professional with 7+ years of experience delivering exceptional customer experiences across phone, chat, email, and ticketing channels. Proven ability to manage high-volume interactions while consistently exceeding key performance metrics, including CSAT, QA, AHT, and FCR. Handled 70+ daily customer interactions across phone, chat, and email channels.

Experienced in technical support, CRM management, and customer retention, with hands-on expertise in Zendesk, HubSpot, Salesforce, and Freshdesk. Skilled at troubleshooting account and ordering issues, maintaining accurate records, and driving positive customer outcomes through clear communication and efficient problem-solving.

In addition to customer support, I bring strong virtual assistant and sales experience, including calendar management, lead tracking, outreach, appointment scheduling, cold calling, lead qualification, and account management. Proficient with Google Workspace, Microsoft Office, Trello, and Asana, I thrive in remote environments and am committed to helping businesses improve operations, strengthen customer relationships, and achieve growth objectives.

Experience

Work history, roles, and key accomplishments

Virtual Assistant

VPM Solutions

Apr 2024 - Feb 2026 (1 year 10 months)

- Coordinated calendars, appointments, inbox management, and daily administrative tasks.

- Handled a high volume of emails and inquiries each day while maintaining professionalism, accuracy, and timely communication.

- Assisted with sales and marketing efforts by managing lead generation activities, client outreach, follow-ups, and CRM data updates.

Remote Remote Salesforce CRM Check Project Management Enhance

Customer Support Representative

ModSquad

Dec 2023 - Apr 2024 (4 months)

Managed 60+ daily chat and ticket interactions while maintaining strong response times and customer satisfaction. Resolved e-book/textbook order, refund, and account access issues with high first-contact resolution.

Zendesk Ticket Resolution Chat Support Email Support Account Access Customer Retention QA AHT FCR

Virtual Assistant

Remote

Sep 2023 - Dec 2023 (3 months)

Managed calendars, scheduling, emails, and administrative operations for multiple clients simultaneously. Responded to 50+ daily customer emails and supported sales/marketing with lead tracking, outreach, follow-ups, and CRM updates.

Google Workspace Microsoft Office Calendar Management Data Entry Scheduling CRM Trello Asana Multitasking

Virtual Assistant

Freelance

Sep 2023 - Dec 2023 (3 months)

Coordinated scheduling, calendar management, and email correspondence for multiple clients, responding to 50+ customer emails and inquiries daily with accuracy and professionalism. Supported lead tracking and CRM updates, outreach follow-ups, and improved workflow efficiency using productivity tools.

Calendar Management Administrative Support CRM Outreach Google Workspace Trello Asana

Sales Representative

Rent to Own Services

Jul 2022 - Sep 2023 (1 year 2 months)

Generated and qualified 100+ leads weekly through cold calling and digital outreach campaigns. Exceeded monthly lead conversion targets by providing tailored support for home searches, financing options, and credit repair guidance.

Cold Calling Lead Qualification Appointment Scheduling Account Management Customer Engagement Data Entry

Customer Support Representative

Itel BPO Smart Solutions

Sep 2019 - Dec 2022 (3 years 3 months)

Handled 70+ daily customer interactions across phone, chat, and email channels while meeting QA and productivity metrics. Resolved website and mobile application issues through step-by-step technical troubleshooting while maintaining high customer satisfaction.

Phone Support Chat Support Email Support Technical Troubleshooting Ticket Resolution Customer Satisfaction Conflict Resolution CRM Management Multitasking

Customer Support Representative

IBEX Global

Jan 2019 - Sep 2019 (8 months)

Supported inbound calls, chats, and emails for Fitbit customers, assisting with device setup, syncing, and troubleshooting. Processed warranty claims, replacements, and refunds while documenting interactions and resolutions in CRM.

Inbound Call Support Chat Support Email Support Troubleshooting Warranty Claims Customer Support Conflict Resolution

Customer Account Executive

Alorica

Jun 2016 - Dec 2018 (2 years 6 months)

Conducted high-volume outbound sales calls for phone, internet, and cable services and exceeded sales targets as a top-performing regional representative. Qualified leads, managed customer accounts, and guided prospects through the sales pipeline.

Outbound Sales Lead Qualification Account Management Sales Pipeline Cold Calling Customer Retention Appointment Scheduling