Kerliss Mcfarlane

Kerliss Mcfarlane Montego Bay, St. James, Jamaica -- SUMMARY I am a focused, resourceful, self-directed learner with over 5 years of experience in customer support. I have supported a wide range of clientele across multiple mediums and expanded my skill set to include content management and moderation. I aim to contribute to maintaining an organization’s standards through my experience, capacity to evolve and adapt, and my good work ethic. EXPERIENCE Deel - San Francisco, CA, United States December 27 - present Client Support Specialist ⚫ Supported B2B clients via email, live chat and calls with queries related to payments, Global Payroll, app integration and platform navigation. Worked closely with L2 and L3 teams to maintain ownership of issues from end-to -end and go above and beyond to resolve them. Ended July 2024 with a CSAT score of 93.5% Acted as a Mentor for new client pod hires. Monitored the agents navigation of internal systems and software and assisted with their completion of tickets. Conducted daily briefing session where feedback on their performance was shared with the agents and with management. ⚫ ⚫ ⚫ July 2023 - December 26, 2023 Customer Service Agent ⚫ Handled up to 4 tickets simultaneously and used a consultative approach to help users via chat and email. ⚫ Specialized in billing and payments questions and also worked to address platform questions. ⚫ Demonstrated high ability in providing customer satisfaction through empathy and problem solving. ⚫ Maintained a Quality Assessment score of 100% for 3 consecutive months. Maintained a CSAT score of >90% for 3 consecutive months. Caribbean HR Solutions/Goodbay Technologies August 1, 2022 – July 2023 (Customer Service Specialist) ● ● ● ● ● Investigated and responded to escalated tickets. Monitored the ticket volume for critical queues. Assisted Team Leads with reports in regards to beginning and end of day status summary of all queues. Created resources for ticket handling and Forum moderation. Quickly identified trends in posts on the Forum and from tickets for escalation to clients with suggestions for handling where applicable. August 11, 2021- August 11, 2022 (Social Media Moderator/CSR) ● ● ● ● Formulated white gloved responses for VIP customers. Handled between 45-50 tickets daily. Handled escalated tickets. Moderated the organization’s Community Forum and social media pages including Facebook, Instagram and Reddit. Managed weekly Facebook competition. ● ● Created bi-monthly feedback summaries from the Community Forum for the clients. Conducted training sessions on Forum moderation. Influx- Customer Service Agent November 2020- May 2022 ● ● ● ● ● Assisted customers via email, web form requests, and chat support (e-commerce). Supported users of a SaaS product (troubleshooting, account issues, and general inquiries). Reproduced issues in the application to determine possible bugs and to provide workarounds for limitations. Identified and escalated outages. Provided support for new agents by conducting shadowing sessions. 24-7 Intouch Jamaica Inc - Bioprist Knowledge Park, St. James - Social Media Advisor NOVEMBER 2017 - JULY 2020 ● Provided support to users of a global music streaming service through various social media platforms and via email support (billing, account issues, and technical issues). ● Rerouted tickets to the appropriate queues ● Provided support for new agents by conducting shadowing sessions. Conduent - Barnett Tech Park, St. James - Chat Agent AUGUST 2017 - OCTOBER 2017 ● Worked as a chat agent, with simultaneous chats to assist telecommunication customers with billing, troubleshooting, orders, etc. EDUCATION Sam Sharpe Teachers’ College – Bachelor’s Programme in Education (English Language and Literature) SEP 2014 - JUN 2018 • Certificates for highest class grade for seven courses. Manning’s School - High School Diploma SEPT 2007 - JUNE 2012 • Graduated with 8 Caribbean Secondary Education Certificate (CSEC) subjects including Mathematics and English A. SKILLS. ● ● ● ● Certified Karbon expert. Experience with Shopify and shipping fulfillment platforms Content creation and moderation for social media. Experience with tools like Disqus, Discord, Sprinklr and Freshdesk.. Typing speed of 50 wpm ● ● ● Understanding of HTML, CSS, Java and Python concepts. Experience with various help desks such as Gorgias, Zendesk, Intercom, Khoros and Salesforce Proficient in Microsoft Office ACHIEVEMENTS ⚫ ⚫ ⚫ ⚫ Top performing Client Support Agent for July 2024 (Deel) Goodbay Technologies Star of the Year 2022 for being the top performing Jamaican agent for 2022 24/7 Intouch 212 Degree award for continuously excelling in metrics (October 2019) 24/7 Intouch AS1 Quality Star for outstanding performance during May 2018