Kashina Vassell

Kashina Vassell Customer Service & Cold Calling Specialist | Virtual Assistant Montego Bay, Jamaica Professional Summary Results-driven professional with 4+ years of experience in customer service, cold calling, and appointment setting. Skilled in managing high-volume communications, resolving complex customer issues, and generating qualified leads. Proficient with tools like Zendesk, Mojo Dialer, Shopify, Airtable, and Slack. Committed to delivering excellent client experience and consistently exceeding performance targets. Professional Experience Customer Service Representative 24/7 InTouch | August 2021 – January 2022 • Provided multi-channel support (phone, chat, email) for an ecommerce platform with 20K+ monthly users. • Resolved order issues, billing concerns, and product inquiries, maintaining a 95% satisfaction rating. • Created FAQ templates that reduced ticket response time by 40%. • Used Zendesk, Shopify, and Slack to manage tickets and internal communication. • Supported escalations and assisted in onboarding and training new agents. Cold Calling Specialist NovaTech Solutions | January 2021 – March 2022 • Made 80–100 outbound B2B cold calls daily, targeting real estate agents and brokers. • Scheduled qualified appointments and callbacks, maintaining a 15% cold-to-warm lead conversion rate. • Used Mojo Dialer, Airtable, and Slack for lead tracking and collaboration. • Customized scripts to better handle objections and increase lead engagement. Customer Service Representative Lumeva Goods Co. | April 2019 – October 2020 • Handled customer service inquiries via Zendesk, chat, and email for a growing online retailer. • Maintained a 95%+ customer satisfaction rate by resolving issues with empathy and accuracy. • Helped build a knowledge base that reduced ticket volume by 30%. • Trained new hires and offered peer support via Slack channels. Tools & Platforms Zendesk, Shopify, Mojo Dialer, Airtable, Slack, Google Workspace Availability Available full-time Comfortable working US, Canadian, and AEST business hours Reliable internet connection and quiet home office setup