Looking for a job

Sashelle Briscoee

@sashellebriscoee

Message

Customer Support Quality Analyst at ModSquad who evaluated 130–200 interactions weekly across 50+ agents.

Jamaica

Message

At ModSquad, I completed 130–200 quality evaluations each week across 50+ agents, reviewing calls, chats, tickets, emails, and moderation work.

I participated in calibration sessions and provided coaching and written feedback to agents and supervisory staff to support consistent quality standards.

I developed SOPs and evaluated work using Klaus, Zendesk, Level AI, Observe.AI, and Verint across projects in gaming, entertainment, education, and insurance.

Earlier at ModSquad and Conduent Jamaica, I supported daily team operations, handled customer inquiries, assisted with escalations, and provided process guidance and performance updates.

Experience

Work history, roles, and key accomplishments

Quality and Operations Analyst

ModSquad

Jan 2024 - Aug 2026 (2 years 7 months)

Completed 130–200 quality evaluations per week across 50+ agents, reviewing calls, chats, tickets, emails, and content moderation. Participated in calibration sessions and provided coaching and written feedback to agents and supervisory staff.

Quality Evaluation Call Review Chat Review Email Review Ticket Review Content Moderation Calibration Agent Coaching Written feedback SOP Development Klaus Zendesk Level AI Observe.AI Verint

Consultant Lead

ModSquad

Jul 2023 - Jan 2024 (6 months)

Supported daily team operations, assisted agents with escalations, and provided guidance on client processes and policies. Compiled reports on team progress and maintained process documentation and training materials.

Team Operations Escalation Management Process documentation Training Materials Reporting

Customer Support Agent

ModSquad

Jul 2022 - Aug 2023 (1 year 1 month)

Resolved technical, billing, cancellation, and refund inquiries through phone, email, and live chat using Zendesk and Talkdesk. Maintained product and policy knowledge and documented customer issues.

Zendesk TalkDesk Customer Support Technical Support Billing Refunds Live Chat Email Support

Customer Service Representative / Subject Matter Expert / Supervisor

Conduent Jamaica

Oct 2019 - Apr 2022 (2 years 6 months)

Supported healthcare, sales, collections, and technical support campaigns, resolving inquiries and providing agents with process and product guidance. Supervised daily operations and presented performance updates to management.

Customer Service Healthcare Support Sales Support Collections Technical Support Supervision performance reporting