Kristein Allen
Portmore, Jamaica * - *-
____________________________________ Professional Summary ______________________________
As a customer service specialist, I have accumulated more than 10 years of experience working for SaaS and ecommerce businesses. Working knowledge of a variety of help desks and CRMs, including Zendesk, HubSpot,
Intercom, Help Scout, Salesforce, Freshdesk, Gorgias, and Asana. I cater to phone, email, or live chat. Along with
helping the HR department
_________________________________________ Skills ____________________________________________
* Address technical questions, Feature requests, or bugs * Proficient in Microsoft Office applications
* Monitoring the effectiveness of customer support * Training agents old and new on processes and procedures
* Creating internal training material, FAQ content, and Macros * Proficient in the use of Shopify, Shipstation, etc
____________________________________ Work History ________________________________________
2022 – Present Freelancer (Remote)
Completing projects set out by contractors to a highly professional standard achieving 100 % of my client satisfaction.
2017 – 2021 Influx Customer Service Team Manager (Remote)
First point of contact for client’s questions and concerns. Train agents and new hires on client’s processes and procedures, Build
relationships with other support teams/liaison points for other support teams, and social media management, and Handle B2B
and B2C inquiries.
2018 – 2019 Yung Professionals BPO Customer Service Management (CSM) (Remote)
Maintains an ongoing level of engagement with key customers. Customer relationship managers build trusting relationships
with clients and protect the brand by maintaining a positive image.
2017 – 2019 Sutherland Global Service Limited Team Member / Acting Supervisor
Process orders, forms, applications, and requests. Keep records of customer interactions, transactions, comments, and
complaints. Communicate and coordinate with colleagues as necessary.
2009 – 2013 Conduent Agent
Take payment information and other pertinent information such as addresses and phone numbers, Place or cancel orders,
Attempt to persuade a customer to reconsider cancellation, Inform customers of deals and promotions, Upsell products and
services
2003 – 2008 Restaurants Of Jamaica
I was responsible for various customer service tasks, including taking orders, preparing meals, checking customers out at the
register, and keeping the store clean. Multiple people generally work on any given shift because of its fast-paced environment.
_____________________________________ Education ____________________________________________
The University Of The West Indies
Associate’s Degree In Computer Science
