Looking for a job

Shameka Lewis-Kohli

@shamekalewis-kohli

Message

I am a customer success specialist driving retention through empathetic, solution-focused support.

India

Message

What I'm looking for

I'm seeking a customer care representative role (remote) where I can improve retention and CSAT using empathy, CRM expertise, dispute resolution, and clear communication within a collaborative team.

I am a customer success professional with strong communication, active listening, and analytical problem-solving skills, dedicated to improving customer experiences.

I consistently managed high-volume chat and email workloads (60-80+ inquiries daily) while achieving CSAT scores above 95% and QA scores above 90%. During peak seasons I maintained first-contact resolution rates of 70-85% and processed 30-50+ disputes per week with no compliance exceptions.

I use CRM tools, chat and email support, and data-driven troubleshooting to resolve issues quickly and reduce handling times; my efforts contributed to a 10-12% reduction in average handling time and improved service quality.

With healthcare and paraprofessional training, I explain complex information clearly and respond calmly under pressure. I seek opportunities where empathy, accuracy, and collaboration drive customer retention and measurable business results.

Experience

Work history, roles, and key accomplishments

Customer Service

Foundever

Sep 2023 - Jun 2025 (1 year 9 months)

The daily workload involved handling 60-80+ inquiries through chat and email channels, while achieving CSAT scores of 95%+ and QA scores of 90%+. The service quality remained consistent because I handled discrepancies with immediate attention to detail. The team recognized my ability to show empathy while keeping customer satisfaction at high levels.

Customer Support Assistant

Omni Interactions

Feb 2025 - Apr 2025 (2 months)

Assisted customers with account access issues and resolved TurboTax filing errors via chat, achieving a 70-85% first contact resolution rate during seasonal peaks.

Chat Support Account Access Tax Filing Support First Contact Resolutions Troubleshooting Remote Support

Customer Service Data/Tech Support

eClerx

Jan 2018 - Jun 2023 (5 years 5 months)

Processed 30-50+ disputes/week without any compliance exceptions while meeting all SLA delivery deadlines. Worked together with teams to verify information and solve problems quickly which improved service quality. CRM tools helped me perform data management and order processing tasks efficiently.