SIShanice Isaacs
@shaniceisaacs
Results-oriented Customer Service Specialist with strong problem-solving skills.
JamaicaWhat I'm looking for
I am a results-oriented Customer Service Specialist with a proven track record in enhancing customer satisfaction through effective communication and problem-solving. My experience spans various roles, including Fraud and Customer Support Specialist, where I successfully conducted audits and monitored transactions to identify suspicious activities, significantly reducing financial losses. I pride myself on delivering clear and concise support, guiding customers through complex processes, and achieving faster resolutions.
During my tenure at Sutherland Global Services, I honed my skills in providing exceptional retail and logistic support, managing high volumes of inquiries while maintaining a positive customer experience. My ability to collaborate with cross-functional teams has been instrumental in implementing proactive security measures and improving overall service quality. I am passionate about continuous learning and development, as demonstrated by my role as a Trainer and Leadership Apprentice, where I engaged participants and fostered an interactive learning environment.
Experience
Work history, roles, and key accomplishments
Trainer and Leadership Apprentice
Support Services Group
Jul 2024 - Present (1 year)
Implemented the Tell, Show, Do method in practice training to engage participants and ensure retention of key concepts. Coached on effective class control techniques, focusing on maintaining engagement and ensuring information retention.
Fraud and Customer Support Specialist
Support Service Group
Sep 2022 - Present (2 years 10 months)
Conducted detailed audits and monitored transactions using advanced fraud detection tools, leading to early identification of suspicious activity and reduced financial losses. Delivered clear, step-by-step support to customers, guiding them through transactions, account management, and system navigation, resulting in faster resolutions and increased customer satisfaction.
Email Support Specialist
Support Service Group
Oct 2021 - Present (3 years 9 months)
Managed 40–50 Zendesk tickets daily, prioritizing and resolving issues on first contact to reduce response times by 90% and improve customer satisfaction. Maintained consistent brand-aligned communication while reporting recurring issues to technical teams, contributing to long-term product and service improvements.
Customer Service Specialist
Sutherland Global Services
Nov 2018 - Present (6 years 8 months)
Delivered exceptional retail and logistic support service through live chat and phone, addressing product and service inquiries promptly while maintaining high customer satisfaction. Supported three distinct business divisions within the customer service and logistic department by leveraging cross-skills to effectively assist both U.S. and U.K. customers.
Education
Degrees, certifications, and relevant coursework
Caribbean Examinations Council
CSEC, General Studies
Grade: Mathematics - Grade II, English A - Grade III, Principles of Business - Grade II, Information Technology - Grade III
Successfully completed examinations in Mathematics, English A, Principles of Business, and Information Technology, demonstrating foundational knowledge in these core subjects.
Maggotty High School
High School Diploma, General Studies
Attended Maggotty High School, completing studies that prepared for further education and professional development.
Availability
Location
JamaicaAuthorized to work in
Job categories
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