Open to opportunities

Toni Coleman

@tonicoleman

I’m a customer-focused virtual assistant and support specialist, blending sales, onboarding, and IT troubleshooting to help clients succeed.

Jamaica

Message

What I'm looking for

I’m looking for a role where I can support customers and clients daily—answering inquiries, coordinating onboarding, and using my IT and communication skills to improve outcomes, schedule appointments, and contribute to shared goals.

I bring experience across customer service, sales, and remote operations—handling inbound and outbound calls, resolving inquiries, and supporting customers through end-to-end workflows.

From Upwork, I’ve served as a Client Success Virtual Assistant, Accountability Coach, Customer Support Representative, Executive Virtual Assistant for Startup Company, Appointment Setter, Onboarding Specialist, and Telephone Receptionist /SalesRepresentative.

Earlier roles strengthened my technical and commercial foundation: I worked as a Paysafe Technical Support Specialist troubleshooting POS terminal issues and escalating chargeback queries, and I supported telecommunications customers by resolving cellphone issues and processing credit rebates/refunds. I’m motivated by roles where I can contribute with my training, IT knowledge, and communication skills while meeting mutual objectives.

Experience

Work history, roles, and key accomplishments

Current

Executive Virtual Assistant

Current

Upwork Freelancing

Oct 2022 - Present (3 years 9 months)

Supported executives in a startup context as a virtual assistant for Upwork clients.

Executive Support Customer Service Virtual Assistant

Current

Appointment Setter

Current

Upwork Freelancing

Oct 2022 - Present (3 years 9 months)

Handled appointment setting for Upwork clients.

Appointment Setting Customer Service Sales

Current

Client Success Virtual Assistant

Current

Upwork Freelancing

Oct 2022 - Present (3 years 9 months)

Provided client success support as a virtual assistant for Upwork clients, helping manage client needs and service delivery.

Client Success Customer Service Sales Virtual Assistant IT

Current

Onboarding Specialist

Current

Upwork Freelancing

Oct 2022 - Present (3 years 9 months)

Provided onboarding support for Upwork clients to help new customers get started.

Onboarding Customer Service IT

Current

Telephone Receptionist & Sales Rep

Current

Upwork Freelancing

Oct 2022 - Present (3 years 9 months)

Provided telephone reception and sales support for clients through Upwork.

Sales Customer Service

Current

Customer Support Representative

Current

Upwork Freelancing

Oct 2022 - Present (3 years 9 months)

Provided customer support services for clients through Upwork.

Customer Support Customer Service

Current

Accountability Coach

Current

Upwork Freelancing

Oct 2022 - Present (3 years 9 months)

Worked as an accountability coach for clients through Upwork.

Coaching Accountability Customer Service

Business Development Executive

Mega Business Systems

Jul 2022 - Oct 2022 (3 months)

Performed business development activities including lead outreach, appointment scheduling, client communication, and proposals.

Outbound Calling Lead Generation Appointment Setting Email Communication Data Entry Salesforce Proposal Writing

Online Sales Expert

Centerfield

Jan 2021 - Apr 2022 (1 year 3 months)

Sold telecommunications services and upsold customers while handling credit checks and sales processing over the phone.

Telecommunications Sales Upselling Credit Checks Customer Service

Lexington Law Sales Agent

Rent to Own Services

Mar 2020 - Jan 2021 (10 months)

Conducted remote sales outreach including outbound calls and follow-up emails, educating customers on credit repair for home purchasing.

Sales Outbound Calling Email Communication Credit Repair Education

Insurance Customer Service Rep

Canopy Insurance Limited

Sep 2019 - Mar 2020 (6 months)

Provided customer service support for group health and life insurance, including managing documents, handling inbound claims-related inquiries, and contacting benefits departments for missing information.

Customer Service File Management Claims Support Document Management

Paysafe Technical Support Specialist

Conduent Jamaica

Nov 2018 - May 2019 (6 months)

Provided technical support for credit card terminals and handled customer inquiries related to chargebacks, escalating when needed.

Technical Support POS Troubleshooting Credit Card Terminal Troubleshooting Chargebacks Customer Support Escalation Management

Telecommunications Customer Service Rep

Digicel Group Jamaica

May 2017 - May 2018 (1 year)

Handled inbound telecommunications customer queries, completed follow-up calls, issued credit rebates/refunds, and escalated technical reports as needed.

Customer Service Telecommunications Support Refunds Customer Escalation

Government Documentation Assistant

Ministry of Labour and Social Security

Jun 2016 - Aug 2016 (2 months)

Supported the Government Documentation and Information Unit with physical and virtual filing and assisted managerial staff with assigned tasks.

Physical Files Administrative Support Documentation

Education

Degrees, certifications, and relevant coursework

University of Technology, Jamaica

Bachelor of Business Administration, Business Administration

Incomplete Bachelor of Business Administration coursework as part of your business training.

Immaculate Conception High School

CSEC & CAPE, Business Studies

Activities and societies: CSEC: Information Technology (Grade 1), Mathematics (Grade 1), Principles of Business (Grade 1), Spanish (Grade 1), English Language (Grade 1), English Literature (Grade 1), Biology (Grade 2), Caribbean History (Grade 2). CAPE: Management of Business Unit 1 (Grade 1), Communication Studies (Grade 1), Information Technology Unit (Grade 2), Economics Unit 1 (Grade 2). CAPE 2016 Information Technology Territorial Merit List Rank: 9.

Completed CSEC and CAPE studies, earning top grades in Information Technology and business-related units.