Khemani Roberts

Khemani Roberts Customer support Professional with 3+ years of experience in remote and in-office environments across ecommerce, SaaS, and insurance. Proven ability to manage 70+ daily customer interactions, maintain 91% CSAT, and achieve 85% first-contact resolution across chat, email, and phone. Highly skilled in Zendesk, Freshdesk, HubSpot, Salesforce, Shopify, Loop Returns, ShipStation, and Monday.com. Recognized for fast problem-solving, clear communication, and ability to handle high-volume queues while meeting SLAs. Experience OCT 2022 – FEB 2025 Customer Service Agent | Talentpop LLC | Remote  Handled 70+ daily inquiries via chat, email, and phone for multiple e-commerce clients.  Maintained a 91% CSAT and achieved 85% first-contact resolution.  Processed returns, cancellations, exchanges, and order adjustments using Shopify, Loop Returns, and ShipStation.  Managed large ticket volumes through Zendesk, Freshdesk, and HubSpot, consistently meeting client SLAs.  Used macros, templates, and knowledge bases to improve efficiency and reduce resolution time. SEPT 2019 – DEC 2020 Administrative & Customer Service Support Officer| Marathon Insurance Brokers | Kingston, Jamaica  Supported the Chairman with scheduling, communication, and daily operational priorities.  Assisted clients with motor insurance quotes, coverage, and claims inquiries.  Processed insurance certificates, cover notes, and account updates.  Played a key role in reorganizing the customer service department and implementing CRM workflows. Skills Multichannel Support (Chat, Email, Phone)• CRM Tools (Zendesk • Freshdesk • HubSpot • Salesforce) • Ticket Management & Macros • Issue Resolution & Escalations• Customer Retention• Account Management• Data analytics • SLA Adherence • Order Management• Shopify Education 2021 - 2025 Bachelor of Science Aeronautical Engineering | Istanbul Gelisim University | Istanbul, TR