Shaday White

Shaday White Kingston, Jamaica Professional Summary: I am a highly skilled and adaptable professional with a strong background in client success management, customer service, and administrative support. Over the years, I’ve honed my abilities in client onboarding, communication, performance tracking, and team collaboration, all while using a variety of technical tools such as GoHighLevel, Slack, CRM software, and project management platforms. My approach is proactive, detail-oriented, and focused on driving client satisfaction, retention, and operational efficiency. Experience Overview: • Client Success Management (2023-Present) As a Client Success Manager at Treat Engine, I lead the client onboarding process, ensuring smooth transitions from sales to implementation. I work closely with clients, provide training on CRM tools, and monitor their ongoing success with regular check-ins and troubleshooting. I maintain a detailed Client Health Scorecard to track key metrics, mitigate churn risks, and implement strategies to retain clients. My ability to proactively solve problems and communicate effectively with both clients and internal teams has consistently led to high levels of client satisfaction. • Quality Assurance & Training -) In my role as a Remote Quality Assurance Analyst at Conduent, I evaluated and monitored customer interactions to improve service quality. I delivered feedback that helped improve customer satisfaction by 15%, and collaborated with operations and training teams to ensure quality standards were consistently met. I also facilitated calibration sessions to align evaluators and improve the performance of the team. • Virtual Assistance & Administrative Support (2023-Present) As a Virtual Assistant for both Arise and Upwork, I provided comprehensive administrative support, handling tasks such as calendar management, email correspondence, and data entry with 100% accuracy. I also maintained a high customer satisfaction rating (97%) while managing customer inquiries and creating efficient systems, like automated email templates, to reduce response times. My role further honed my skills in communication and multitasking, as I successfully managed a wide variety of administrative tasks for small business clients. • Leadership & Subject Matter Expertise -) During my time as a Subject Matter Expert (SME) at Conduent, I supported customer service agents by resolving complex inquiries and conducting coaching sessions to improve call quality. My leadership as a supervisor at K & M Meat and Groceries Ltd allowed me to develop a keen sense for operational efficiency, managing product procurement and inventory while negotiating with suppliers to ensure profitability. Skills: • Client Success & Retention: Expertise in onboarding, client communication, and CRM management (GoHighLevel, HubSpot, Salesforce), ensuring smooth client journeys and long-term satisfaction. • Communication & Collaboration: Proactive communicator with strong skills in cross-functional collaboration, problem-solving, and providing tailored solutions to both clients and internal teams. • Data Management & Analysis: Experienced in managing and analyzing client health metrics (NPS, Client Health Scorecards) to identify trends and proactively address issues before they escalate. • Technical Proficiency: Comfortable with a wide range of tools, including GoHighLevel, Slack, Google Workspace, Salesforce, and various project management systems. Quick to adapt to new technologies to optimize workflows. • Customer Support & Service: Over 5 years of experience in customer service, handling inquiries across multiple channels (phone, email, live chat) with a focus on delivering high-quality service and maintaining strong customer relationships. Key Strengths: • Proactive Problem-Solving: I take ownership of challenges and thrive in fast-paced environments where I can troubleshoot and find solutions independently. • Attention to Detail: Whether it’s managing client data, creating scripts, or tracking performance, I ensure accuracy and consistency in everything I do. • Time Management & Multitasking: I excel at managing multiple priorities simultaneously, ensuring that both client needs and internal tasks are met in a timely and efficient manner. Education Supervisory Management Certification Heart Trust NTA November 2022-November 2023 Diploma in Paralegal Studies Paralegal Training Institute January 2019 – June 2020 CAPE Law (unit 1) Sociology (unit 1) Caribbean Studies (unit 1) Camperdown High School- CXC Mathematics III English Language III Information Technology II Human and Social Biology II Social Studies II Agricultural Science I Physical Education I Maggotty High School,- References Ms. Latoya Rattigan Senior Operations Manager Conduent Jamaica Ltd Lot G Naggo Head, Portmore St Catherine Cell:- Mr. Andrew Swaby Operational Manager Jamaica Freight & Shipping 80-82 2nd Street Newport West, Port Bustamante