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Shan-neal Lennon

@shan-neallennon

I deliver high-volume remote customer support while improving resolution rates, customer satisfaction, and support processes.

Jamaica

Message

What I'm looking for

I'm looking for a customer service role where I can deliver high-quality remote support, improve customer experiences, exceed KPIs, and contribute to team processes and training.

At IBEX Global, I deliver remote customer support by phone, email, and live chat, managing 60+ daily interactions while maintaining a 98% satisfaction score. I use Zendesk, Slack, Zoom, and Notion to resolve escalations, coordinate across time zones, and reduce repeat inquiries by 20%.

Previously at Fusion BPO, I resolved 50+ daily inquiries with a 97% first-contact resolution rate, trained new hires, and helped reduce support tickets by 15%. Across more than five years in retail and call center environments, I’ve consistently exceeded KPIs and focused on making each customer interaction easier and more effective.

Experience

Work history, roles, and key accomplishments

Remote Customer Service Agent

IBEX Global

Feb 2021 - Jul 2026 (5 years 5 months)

Delivered customer support across phone, email, and live chat in a fully remote environment, managing 60+ interactions per day with a 98% satisfaction score. Self-managed time and workload across multiple time zones, consistently meeting or exceeding KPIs.

Zendesk Slack Zoom Notion Customer Support Remote Work KPI Management CSAT First Response Time Resolution Rates

Customer Service Representative

Fusion BPO

Dec 2018 - Jan 2021 (2 years 1 month)

Resolved 50+ customer inquiries daily via phone, email, and live chat with a 97% first-contact resolution rate. Mentored and trained new hires, reducing onboarding time by 20%.