Open to opportunities

tiffany jade

@tiffanyjade

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Customer Success and Onboarding Specialist with over 4 years of experience.

Jamaica

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What I'm looking for

I am looking for a role that allows me to leverage my customer success skills in a dynamic environment, focusing on client engagement and product adoption.

As a dedicated Customer Success and Onboarding Specialist, I have over four years of experience supporting B2B clients in SaaS and EdTech environments. My expertise lies in onboarding, training, and supporting small to mid-sized businesses, enhancing product adoption, and reducing support volume. I pride myself on my proactive, client-focused approach, which has consistently led to improved client engagement and satisfaction.

In my recent role at Epic Technologies, I resolved over 50 weekly tickets while maintaining a 95% SLA compliance rate. I delivered personalized onboarding and live product walkthroughs, which increased client engagement by 25%. My ability to create SQL-based reports to identify client friction points resulted in a 20% reduction in recurring issues. I am currently pursuing a Salesforce Admin certification to deepen my CRM expertise and further enhance my ability to support clients effectively.

Experience

Work history, roles, and key accomplishments

Client Success Specialist

Epic Technologies

Feb 2023 - Feb 2025 (2 years)

Resolved 50+ weekly tickets across multiple product verticals while maintaining 95% SLA compliance. Delivered personalized onboarding and live product walkthroughs, increasing client engagement by 25%.

Zendesk Freshdesk Salesforce Jira SQL Customer Onboarding Client Engagement Technical Support SLA Management

Customer Success Specialist

OneonOne Technologies

Feb 2021 - Feb 2023 (2 years)

Led live onboarding and training sessions for new clients and educators, resulting in a 30% increase in feature adoption. Proactively identified product gaps and worked with developers to resolve bugs, cutting response times by 50%.

Customer Onboarding Training Delivery Client Relationship Management Technical Support Troubleshooting Product Feedback Communication

Customer Support Representative

OneonOne Technologies

Nov 2020 - Feb 2021 (3 months)

Conducted product training and knowledge-sharing sessions with 50+ educators, enhancing system fluency and adoption rates. Maintained a 90%+ CSAT rating through fast, accurate email/chat support.

Product Training Knowledge Sharing CSAT Email Support Chat Support Cross Functional Collaboration

Education

Degrees, certifications, and relevant coursework

University of Commonwealth Caribbean

BSc, Information Technology

Currently pursuing a Bachelor of Science in Information Technology. This program focuses on developing comprehensive skills in IT, preparing for various roles in the technology sector.