Vanessa Lawrence

Vanessa Lawrence St Catherine Jamaica |- |- Professional Summary Customer Support Specialist Customer-focused Support Specialist with 10+ years of experience in e-commerce, fintech, and telecom. Skilled in high-volume support across phone, chat, and email, with strengths in QA, remote team leadership, and process optimization. Proficient in Zendesk and CRMs, with strong communication and problem-solving abilities suited for customer success, admin, or virtual assistant roles. Experience Customer Support Specialist | Neo Financial Freelance | Remote January-- May 2025 • Delivered responsive, high-quality support to Neo Financial customers via chat, email, and phone. • Resolved account, transaction, and card-related inquiries with a focus on first-contact resolution. • Guided users through app navigation, digital banking tools, and troubleshooting steps. • Documented all interactions accurately in CRM, ensuring compliance and data integrity. • Collaborated with internal teams to escalate technical issues and improve support workflows. • Contributed to knowledge base updates by identifying gaps in customer-facing resources. • Consistently met or exceeded KPIs in CSAT, response time, and resolution efficiency. Quality Analyst Supervisor | Amazon Payment Contractor | Remote March 2020- January 2025 • Supervised a team of 20+ quality analysts supporting global customer service operations. • Streamlined coaching strategies, resulting in a 20% reduction in recurring support errors. • Designed and delivered QA-focused training, improving process compliance by 15%. • Managed escalations, improved customer dispute resolutions, and lowered repeat contacts by 25%. • Partnered with internal product and UX teams to report platform issues and enhance user journeys. • Oversaw quality reports, audit scores, and performance dashboards using internal metrics tools. • Acted as a cross-functional liaison to ensure alignment between QA, support, and policy updates. Quality Analyst | Amazon Payment Contractor | Remote October 2017- March 2020 • Conducted daily audits on support tickets to ensure policy adherence and agent quality. • Tracked and analyzed complaint patterns to recommend improvements in support scripting. • Played a key role in weekly QA reviews with stakeholders to present audit insights. • Contributed to training material updates based on audit trends and customer pain points. • Provided Tier 2 support for internal platforms and tools, resolving tech issues swiftly. • Reduced average handle time by 18% through data-backed efficiency initiatives. • Facilitated feedback loops between frontline agents and quality leadership for continuous improvement. Customer Support Specialist | Amazon Retail Contractor October 2015 - October 2017 • Delivered multichannel support via chat, email, and phone for e-commerce customers. • Handled inquiries related to orders, deliveries, refunds, returns, and account concerns. • Investigated and resolved billing discrepancies and chargeback issues promptly. • Maintained meticulous case documentation in CRM systems for tracking and compliance. • Reported recurring usability issues to tech teams, improving website CX. • Escalated and tracked customer-impacting bugs to internal resolution teams. • Consistently exceeded performance KPIs including CSAT, response time, and resolution rate. Sales Representative | AT&T | Ibex June 2014 - August 2015 • Converted inbound leads to sales through effective questioning and needs analysis. • Responded to inbound inquiries and upsold telecom packages based on client needs. • Developed rapport with customers, increasing loyalty and conversion rates. • Maintained a strong understanding of AT&T offerings and presented tailored solutions. • Documented customer interactions accurately in CRM and handled follow-ups. • Collaborated with peers to share effective sales techniques and overcome objections. • Achieved and exceeded monthly sales quotas through persuasive communication. • Assisted with billing issues and plan upgrades to ensure ongoing customer satisfaction. Education Alison Online Courses Customer Service Diploma Fair Prospect High School, JAMAICA Associate of Art: Caribbean Advance Proficiency Examination (CAPE) Titchfield High School, JAMAICA High School Diploma Skills & abilities • • • • • • • Customer Tools: Zendesk, CRM platforms, ticketing & chat systems Admin & Support: Calendar management, email handling, documentation E-commerce Knowledge: Amazon marketplace, order fulfillment, dispute resolution Communication: Clear verbal/written communication, conflict de-escalation Quality & Training: QA audits, SOP development, coaching & feedback delivery Digital Skills: 40+ WPM typing speed, Google Suite, Microsoft Office, remote tools Soft Skills: Empathetic, reliable, organized, self-starter in remote settings