Open to opportunities

Shana-Kay Hyde

@shana-kayhyde

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Remote-ready Customer Service professional with 5+ years of experience.

Jamaica

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What I'm looking for

I am looking for a role that values remote collaboration and offers opportunities for professional growth.

I am a dedicated Customer Service professional with over 5 years of experience supporting clients in virtual environments from Jamaica. My expertise lies in utilizing Salesforce and various CRM tools to manage inquiries, claims, and escalations effectively, achieving a customer satisfaction rate exceeding 95%. I pride myself on my ability to improve service delivery and operational efficiency through strong organizational skills and cross-functional collaboration.

In my most recent role as a Claims Officer, I processed over 20 insurance claims weekly while ensuring compliance with policy requirements. My proactive approach led to a 15% improvement in first-contact resolution rates. Previously, as a Senior Customer Service Officer, I successfully resolved complex logistics inquiries and contributed to service improvement processes that enhanced overall customer experience. I am passionate about providing empathetic support and maintaining high standards of service excellence.

Experience

Work history, roles, and key accomplishments

Claims Officer

General Accident Insurance

Feb 2024 - Jun 2025 (1 year 4 months)

Processed over 20 insurance claims weekly, ensuring compliance with policy and regulatory requirements. Responded to client inquiries via email and phone, improving first-contact resolution by 15%.

CRM Claims Management Email Communication Regulatory Compliance Data Entry

Senior Customer Service Officer

Singer Jamaica Limited

Jul 2022 - Jan 2024 (1 year 6 months)

Resolved complex logistics and delivery inquiries by coordinating across multiple departments. Composed escalation reports to executive leadership, leading to two service improvement process updates.

CRM Cross Functional Communication Virtual Collaboration Database Management

Customer Service Representative

Conduent

May 2018 - Jun 2022 (4 years 1 month)

Handled over 50 customer interactions daily from U.S. clients via email and phone support. Achieved a 95%+ customer satisfaction rating and consistently met performance metrics.

Customer Service Email Support Phone Support Customer Satisfaction Upselling

Administrative / Cashier

K&M Meat and Grocery

Jan 2016 - Dec 2018 (2 years 11 months)

Managed cash reconciliation and supervised daily register operations in a fast-paced environment. Assisted with inventory and vendor coordination, enhancing operational workflow.

Inventory Management Training

Education

Degrees, certifications, and relevant coursework

University of Technology, Jamaica

BA in Communication Arts & Technology, Communication Arts & Technology

Currently pursuing a Bachelor of Arts in Communication Arts & Technology. This program focuses on developing skills in various communication forms and technological applications.

Lacovia High School

High School Diploma, General Studies

2005 - 2009

Obtained High School Diplomas, completing secondary education. The curriculum covered a broad range of subjects, preparing for further academic pursuits.

Media Technology Institute

Certificate, Oral Fluency

Completed a Certificate in Oral Fluency, focusing on enhancing verbal communication skills. This program provided practical training in public speaking and effective oral expression.