Open to opportunities

Shakeria Yorke

@shakeriayorke

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Customer success and sales professional with 7 years of experience.

Jamaica

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What I'm looking for

I am looking for a role that values customer-centric approaches and offers opportunities for growth and development.

I am a dedicated customer success and sales professional with over 7 years of experience supporting U.S. and Caribbean brands. My expertise lies in delivering exceptional service through various channels, including phone, chat, email, and social media, all from a fully remote setup. I have a proven track record of driving results, maintaining high customer satisfaction, and achieving sales targets.

Throughout my career, I have excelled in technical support, sales, and customer retention. I was promoted to Tier 2 for my leadership and coaching abilities, where I mentored new hires and optimized knowledge bases to improve efficiency. My experience with CRMs like Zendesk, Salesforce, and HubSpot has equipped me with the skills to manage customer interactions effectively and enhance overall service delivery.

Experience

Work history, roles, and key accomplishments

Customer Support & Sales Specialist

Build A Sign

Oct 2021 - Jun 2024 (2 years 8 months)

Handled chat, email, and phone support for a U.S.-based custom print company, maintaining over 95% CSAT across 60+ tickets daily. Successfully upsold services, generating over $50k in annual revenue.

Freshdesk Customer Support Sales Zendesk

Chat Reservations Agent

Unique Vacations Ltd. (Sandals & Beaches)

Jul 2021 - Oct 2021 (3 months)

Managed live chat bookings for Sandals/Beaches resorts, achieving an average 28% conversion rate and over $350k in monthly bookings. Integrated social inboxes into the sales funnel.

CRM Live Chat

Chat Reservations Agent

Unique Vacations Ltd. (Sandals & Beaches)

Apr 2019 - Jul 2020 (1 year 3 months)

Managed live chat bookings for Sandals/Beaches resorts, achieving an average 28% conversion rate and over $350k in monthly bookings. Integrated social inboxes into the sales funnel.

CRM Live Chat

Tier 2 Technical Support / Acting Team Lead

Teleperformance

Aug 2018 - Mar 2019 (7 months)

Supported customers via chat, phone, email, and social platforms, and was promoted to Tier 2, where I coached new hires and led performance monitoring. Troubleshot device/network issues with a 92% FCR.

Salesforce Service Cloud Zendesk Technical Support Team Leadership Performance Monitoring

Technical Support & Customer Experience Associate

Conduent

Aug 2017 - Aug 2018 (1 year)

Responded to over 70 email and phone tickets daily for a U.S. telecom client, resolving billing, plan, and hardware issues. Achieved "Top Performer" in Q2 2018 with a 98% QA score.

Salesforce CRM Tools Technical Support Customer Experience Quality Assurance

Education

Degrees, certifications, and relevant coursework

Moneague College

Associate of Science, Hospitality & Tourism Management

Currently pursuing an Associate of Science degree in Hospitality & Tourism Management. This program focuses on developing skills essential for the tourism and hospitality industry.