Open to opportunities

Sanya Nicholson

@sanyanicholson

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Customer Support and Sales specialist with 7+ years delivering high CSAT, QA, and FCR across chat, email, and phone.

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.

I’m a results-driven customer support, sales, and remote administration professional with 7+ years of experience helping customers across phone, chat, email, and ticketing. I’m known for managing high-volume interactions while maintaining strong CSAT, QA, AHT, and FCR performance.

I bring hands-on technical support and CRM discipline—using Zendesk, HubSpot, Salesforce, and Freshdesk to resolve issues, update pipelines, and keep records accurate. I troubleshoot confidently, handle account access and ordering problems, and drive customer retention through clear communication and fast resolution.

From leading 60+ daily chat and ticket conversations to coordinating calendars, lead tracking, outreach, and follow-ups as a virtual assistant, I consistently improve workflow efficiency with tools like Google Workspace, Microsoft Office, Trello, and Asana. My sales background includes cold calling, lead qualification, appointment scheduling, and account management—so I can support customers and move opportunities forward.

Experience

Work history, roles, and key accomplishments

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

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