Open to opportunities

Toni-Ann Denton

@toni-anndenton

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Senior customer experience specialist driving satisfaction and process improvement.

Jamaica

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What I'm looking for

I seek a role where I can improve customer satisfaction and processes, mentor teams, and apply cross-industry support skills in a collaborative, growth-oriented company.

I am a Senior Customer Experience Specialist with a decade of hands-on experience across e-commerce, legal, healthcare, and agency environments.

I combine advanced mastery of digital support suites and project management tools with data-driven insights to minimize resolution times and sustain a 95%+ customer satisfaction rating.

I've led front-line support at scale, mentored new hires to improve onboarding, created internal knowledge bases that reduced resolution times, and managed sensitive medical and legal inquiries with discretion and precision.

I also deliver cross-channel digital strategy and content creation, using tools like Canva Pro and ClickUp to grow brand engagement while optimizing operational workflows and maintaining strict confidentiality.

Experience

Work history, roles, and key accomplishments

Administrative Assistant

Heist, Weisse & Wolk

Jan 2022 - Dec 2025 (3 years 11 months)

Provided high-level administrative support for a Florida law firm, managing sensitive legal documentation, partner-level scheduling, and client correspondence with strict confidentiality.

Legal Administration Document Management Scheduling File Organization Client Communication Calendar Management Microsoft Office

Social Media Manager

We Clone You

Jan 2023 - Dec 2024 (1 year 11 months)

Led digital strategy and content creation for clients in real estate, senior assisted living, and an animal sanctuary, increasing brand engagement through tailored content and scheduled campaigns.

HelloWoofy Content Strategy Social Media Management Scheduling ClickUp Brand Voice Slack

Customer Experience Specialist

Talent Pop

Jan 2021 - Dec 2022 (1 year 11 months)

Handled sensitive healthcare inquiries via Zendesk, maintained a 95%+ customer satisfaction rating, and created internal FAQs and knowledge bases that reduced resolution times for recurring issues.

Zendesk Healthcare Support Customer Empathy Process Improvement SLA Management

Customer Support Agent

Influx Inc

Jan 2019 - Dec 2022 (3 years 11 months)

Managed high-volume email and chat support across food delivery, e-commerce, DNA testing, and publishing, maintaining a 95%+ satisfaction rating and mentoring new hires to improve onboarding efficiency.

Zendesk HubSpot Shopify Email Support Mentoring Data Analysis Slack Microsoft Teams

Administrative Assistant

Fullerton DeLisser & Co.

Jan 2018 - Dec 2019 (1 year 11 months)

Supported property and estate law matters by managing documentation for real estate transactions, wills, probates, and divorces, ensuring accuracy and adherence to legal deadlines while liaising with clients.

Legal Documentation Estate Law Support Real Estate Transactions Document Management Calendar Management File Accuracy

Consultant

Sutherland Global Services

Jan 2015 - Dec 2018 (3 years 11 months)

Provided multi-channel support for major brands including Amazon Seller Support and StubHub, resolving complex logistics and marketplace issues in a high-volume, fast-paced environment.

Email Support Chat Support Marketplace Resolution Troubleshooting CRM Platforms

Education

Degrees, certifications, and relevant coursework

University of the West Indies

Bachelor of Arts, Business Administration

2012 - 2016

Completed a Bachelor of Arts in Business Administration, focusing on business strategy and consumer behavior to support growth and operational excellence.