Open to opportunities

Shantel Curtis

@shantelcurtis

Message

I build sales pipeline and resolve customer issues across high-volume support channels.

Jamaica

Message

What I'm looking for

I'm looking for a customer experience, sales development, or operations role where I can build client relationships, qualify leads, resolve issues efficiently, and contribute to strong service, retention, and revenue results.

At Concentrix, I managed end-to-end sales, customer service, and technical support across phone, email, and live chat for a high-volume client portfolio. I generated revenue through cross-sell and upsell recommendations, helping improve repeat order rates by 10%.

I maintained 95–100% QA and KPI scores for six consecutive quarters while documenting cases, tracking escalations, and partnering with billing, logistics, and technical teams to resolve complex issues.

Previously at Itel, I handled 50+ inbound calls daily and scheduled 15–20 technician appointments per day, while maintaining 90–100% CSAT scores. At Conduent supporting Delta Air Lines, I assisted customers with reservations, flight changes, ticketing, refunds, SkyMiles, and travel add-ons.

I bring a reliable, empathetic approach to outbound prospecting, objection handling, appointment setting, retention, and first-contact resolution.

Experience

Work history, roles, and key accomplishments

Sales, Customer & Technical Support Representative

Concentrix

Sep 2021 - Feb 2026 (4 years 5 months)

Managed end-to-end sales and service operations across phone, email, and live chat, handling product inquiries, order placements, and post-sale follow-ups. Drove revenue growth by identifying cross-sell and upsell opportunities, resulting in a 10% improvement in repeat order rates.

Salesforce CRM Upselling Cross Selling Technical Troubleshooting QA Customer Retention

Education

Degrees, certifications, and relevant coursework

University of the West Indies, Open Campus

Certificate in Home Nursing, Nursing

2013 - 2014

Grade: Distinction

Completed a Distinction Certificate in Home Nursing, achieving distinction-level performance.

Bishop Gibson High School

High School Diploma, General Studies

2006 - 2011

Earned a High School Diploma and completed the Caribbean Secondary Education Certificate (CSEC) with passes in English Language, Principles of Business, Social Studies, Religious Education, and Human & Social Biology.