Asheika Gray
Customer Support Specialist
📍 Kingston, Jamaica
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LinkedIn
🌐 Website
PROFESSIONAL SUMMARY
Energetic and performance driven Customer Support Specialist with 8 years of experience improving customer
satisfaction, and successfully defusing the toughest clients. Excellent communication and interpersonal skills
and the ability to respectfully interface with executives from various departments.
EDUCATION
The University of Technology
Bachelor of Science: Hospitality and Tourism Management
Kingston, Jamaica
2012 - 2016
WORK EXPERIENCE
Virtual Assistant Utopia
New York, United States
Chief Executive Officer (CEO) and Founder
Mar 2018 - Current
● Manage ecommerce websites, inventory and order fulfillment.
● Handle social media management on multiple accounts.
● Manage partnerships between clients and suppliers by negotiating contract terms and handling conflicts.
● Manage client’s email prioritizing urgent messages.
● Proactively manage the executive’s calendar, schedule meetings, appointments and travel arrangements.
● Identify new revenue generation opportunities to maximize bottom-line profitability.
● Analyze & track business metrics and make appropriate adjustments to meet supply and demand needs.
● Conduct research and prepare detailed reports, presentations, and briefing materials for meetings and
presentations.
● Outbound cold calling and emailing to generate sales.
The Renatural
Customer Service Manager
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New York, United States
Aug 2020 - Apr 2023
Solved 70% of customer queries within 4 hours and increased positive customer reviews by 15%.
Manage social media engagement (posts, comments, DMs).
Answer customer emails, live chat messages and direct messages through CRM.
Actively listened to customers, handled concerns quickly, log customer service queries and follow up to
ensure the issue is resolved.
● Manage influencers and business to business outreach for marketing.
● Upsell products and features to maximize profits.
Hotel Four Seasons
Kingston, Jamaica
Front Desk Guest Service Representative
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Jan 2018 - Jun 2020
Greeted visitors upon arrival, offered assistance, and answered questions to build rapport and retention.
Book room reservations, venues and travel arrangements.
Resolved guest complaints and discrepancies.
Answered multi-line switchboard phone calls with professionalism and directed calls appropriately.
Collaborated with team members to handle guest requirements from check-in through check-out.
Reduced customer complaints by 10% after volunteering to enroll in complaint handling training.
Upsell rooms and venue packages.
Woman Dynasty
Ottawa, Canada
Executive Assistant to the Chief Executive Officer
Jul 2015 - Nov 2017
● Responded to emails and other correspondence to facilitate communication and enhance business
processes.
● Managed complex calendar scheduling with focus on proper allocation of executive availability.
● Contributed to smooth business operations by planning and organizing meetings and conferences.
● Screened calls and emails and initiated actions to respond or direct messages for managers.
● Organized and coordinated conferences and monthly meetings.
● Supervised and trained a team of 4 customer service representatives effectively with weekly coaching
which resulted in a team productivity increase of 10%.
● Manage weekly content and posts on company’s social media accounts.
Sutherland Global Services
Kingston, Jamaica
Customer Service Representative
Jul 2013 - Jul 2015
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Tracked customer service cases and updated service software with customer information.
Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor.
Answered constant flow of customer telephone calls with minimal wait times.
Processed customer service orders promptly to increase customer satisfaction.
Clarified customer issues and determined the root cause of problems to resolve product or service
complaints.
● Cold call and email customers with outstanding bills.
SKILLS
Multitasking
Conflict Resolution
Problem Solving
Decision Making
Organization Skills
Interpersonal Communication
Customer Satisfaction
Excellent Negotiation Skills
VOLUNTEER WORK
● Annual local beach clean up drive.
Analytic and Critical Thinking
Calm Under Pressure
Good Phone Etiquette
Time Management
