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Shenada Donaldson

@shenadadonaldson

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Quality Analyst and chat support specialist improving QA scores through coaching and technical troubleshooting.

Jamaica

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What I'm looking for

I’m looking for a QA and customer support role where I can run weekly audits, coach agents, and troubleshoot issues quickly—working with a fast-paced team that values quality, responsiveness, and continuous improvement.

I’m a Quality Analyst and Customer Support Specialist with 6+ years of experience in live chat support, quality assurance, coaching, customer service, and technical troubleshooting. I conduct 40+ weekly quality audits to ensure compliance with company standards and policies.

I coach agents through one-on-one and refresher training sessions to improve performance, customer satisfaction, and QA scores. I also monitor performance trends and provide actionable feedback to management and support teams.

In fast-paced environments, I manage 3–4 simultaneous live chat interactions while responding within a 5-minute timeframe, assisting 50+ customers daily using platforms such as Quiq. I’m skilled at troubleshooting website and technical issues and maintaining strong communication standards that support retention.

Experience

Work history, roles, and key accomplishments

Quality Analyst

Contax360 BPO Solutions

Aug 2024 - May 2026 (1 year 9 months)

Conducted 40+ weekly quality audits of customer interactions to ensure compliance with company standards and policies. Provided one-on-one coaching, facilitated refresher training, and shared actionable feedback to improve agent performance and QA scores.

Quality Assurance Quality Auditing Customer Service & Compliance Training Feedback Problem Solving

Customer Support Specialist

Contax360 BPO Solutions

Jun 2023 - Aug 2024 (1 year 2 months)

Assisted 50+ customers daily with booking, modifying, and managing flight reservations via live chat. Handled 3–4 simultaneous chats with responses within a 5-minute timeframe and troubleshot website/technical issues to improve customer experience.

Live Chat Support Customer Service Flight Reservation Booking Support Technical Troubleshooting Multitasking Time Management Quiq Live Chat Platform

Steward / Chef

Hedonism II

Jan 2020 - Nov 2022 (2 years 10 months)

Maintained cleanliness and hygiene standards in the kitchen and supported daily meal preparation and food service operations in a fast-paced environment. Cross-trained in multiple kitchen support roles while maintaining organization and efficiency.

Kitchen Hygiene Food Service Operations Kitchen Organization & Efficiency Cross Training Fast Paced Environment

Online Chat Customer Care Associate

Conduent

Sep 2018 - Oct 2019 (1 year 1 month)

Assisted customers via live chat with billing inquiries, payment processing, and order placement. Resolved technical issues and customer concerns, supported team operations, and handled escalated customer issues with professionalism and accuracy.

Customer Service Live Chat Support Billing Payment Processing Order Placement Technical Support Written Communication Escalations

Phlebotomy Technician

People’s Medical Lab

Sep 2014 - Jan 2015 (4 months)

Collected blood and urine specimens following safety and hygiene protocols. Ensured proper labeling and handling of specimens for diagnostic testing while providing professional patient care during collection procedures.

Specimen Collection Safety Procedures Labeling Of Specimens Patient Care

Education

Degrees, certifications, and relevant coursework

H.E.C.O.I.N

Local & International Diploma, Phlebotomy Technician

2013 - 2014

Earned a Local & International Diploma in Phlebotomy Technician, focusing on training for blood specimen collection and related procedures.

Green Island High School

School Leaving Certificate, Secondary Education

2006 - 2012

Completed a School Leaving Certificate program studying English Language, Social Studies, Food & Nutrition, Human & Social Biology, Integrated Science, and Information Technology.