Shanele Blake

SHANELE BLAKE Native English Speaking Virtual Assistant Crafting unparalleled customer experiences and virtual support refined over 9+ years of committed practice. Through collaborations with a diverse array of clients, I've cultivated the indispensable skills to amaze your customers, guaranteeing a memorable interaction. EDUCATION University of The West Indies | Bachelor of Science (Actuarial Science) 2015 Bishop Gibson High School| CAPE CONTACT-St. Andrew, Jamaica. LinkedIn: https://www.linkedin.com/in/shaneleblake-a85aa112b/ Upwork: https://www.upwork.com/freelancers/~0 130fe75b6c- Subjects (Associate Degree-: Literatures in English Unit 1 & 2 III LANGUAGE English C2 Proficiency Mathematics Unit 1 & 2 II Biology Unit 1 & 2 III Computer Science Unit 1 & 2 III Communication Studies II Caribbean Studies II CRM & SOFTWARE (REWARD) I'm proficient in various software tools like Zendesk, Zoom, ORN, Crisp, Asana, G-Suite, Slack, Google Meets, Adobe, Trello, HubSpot, Atrium, Shopify, Gorgias, Hubstaff, Brevo, Outlook, Zapier, Canva, Calendly, Salesforce, Microsoft teams, Stripe, RingCentral, Jira, MessageBird and Microsoft Office Suite. Additionally, I adapt swiftly to new software. JOB EXPERIENCE Customer Success Specialist SQUIRE| April 2024- June 2025 (Remote) Key Responsibilities: Handle avgerage of 30 tech support chat,emails tickets via Salesforce Assist customer maneuver SQUIRES Software app both mobile and web. Test app behaviors and find bugs and inconsistencies In Sandbox. Liase with customer to assist the production team to create and improve features for smother user interface. Report and monitor the fixing of bugs via Jira Meet deadlines in a fast paced environment Handle outbound calls via Ringcentral Troubleshoot hardware and software Process and investigate financial queries via Stripe Customer Success Manager Blue Notary | April 2023- April 2024 (Remote) Key Responsibilities: Managed communication channels through emails and chats. Assist customers with setting up and navigating the platform. Review customer complaints and concerns and seek to improve the customer experience. Promote the value of the product Upsell services and products with the brand image through social media management. Providing feedback on the efficiency of the customer service process. Lead generation. Customer Service Representative Airbnb- Property Management| April 2020- April 2023 (Remote) Key Responsibilities: Managed all communication channels such as tickets, emails, chats, inbound and outbound calls. Assist users with booking successful reservations. Assist with rebooking assistance when possible. Manage and exceed multiple performance related targets. Offer compensation once there is an issue with the reservation or the company so users can have a smooth reservation experience. Customer Service Representative Nordstrom June 2015-April 2020 (Remote) Key Responsibilities: Managed all communication channels such as tickets, emails, chats and inbound calls. Assist Customers placing orders. Assist Customers with their order delivery. Demonstrate high level of professionalism and product knowledge. Manage and exceed multiple performance related targets. Assist customers who wants items in an expedited timeframe as well as assisting with sale and price matching with other websites. SKILLS Effective Communication, Empathy and Problem-Solving Skills Adaptability Proficiency in Microsoft Office Proficiency in Google Workspace Team Player and Team Builder Strong organizational abilities. Customer Retention and Technical Skills Analytical and Critical Thinker Have a focused mindset of achieving a desired result Open to receiving and implementing feedback.