Mayahlee Mills
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Customer support
Kingston, Jamaica
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Résumé
Jobs
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Customer Service Email & Chat Support SpecialistiTel BPONov 2023 - Mar 2026 (2 years 5 months)• Managed high-volume real-time chat and corporate email queues for global business clients, maintaining an average 95% CSAT score and exceeding strict First Contact Resolution (FCR) targets. • Provided executive-level support by managing escalated client accounts, coordinating technical workflows, and resolving complex tier-2 disputes, boosting overall team productivity by 15%. • Analyzed support ticket interaction trends and recurring product bugs to map client experience gaps, directly influencing workflow optimizations that enhanced long-term account retention. • Maintained 100% data integrity and strict adherence to data privacy compliance protocols by validating user information via multi-factor secure authentication methods.- AB2B Customer Support & Chat/Email RepresentativeAdvantage CommunicationsJan 2023 - Sep 2023 (9 months)• Engineered multi-channel support for business accounts, driving customer loyalty and raising prompt communication scores through deep structural troubleshooting and technical documentation. • Resolved complex billing discrepancies, corporate payment disputes, and system errors, preserving contract values and building institutional client trust. • Audited, tracked, and documented system-wide feedback to provide product engineering teams with actionable client intelligence, facilitating proactive platform upgrades.
- sCustomer Support, Ads & Collections SpecialistssgJun 2022 - Dec 2022 (7 months)• Streamlined complex digital advertisement placement processes and B2B billing conflicts, mitigating client churn rates and reducing invoice payment delays by a notable margin. • Monitored overdue business portfolios, negotiating structured settlement structures and payment plans to accelerate corporate revenue recovery cycles. • Utilized advanced data analytics to reconcile financial discrepancies, ensuring absolute billing transparency, auditable records, and reporting compliance. • Leveraged consultative problem-solving skills to guide clients through complex digital platforms, software features, and technical workflows, effectively assessing their needs and recommending specific digital solutions or feature upgrades to resolve challeng
- Remote Sales, Virtual Assistant & Appointment Setting/ Appointment ManagementInnovative VisionOct 2021 - May 2022 (8 months)• Accelerated the remote B2B sales development lifecycle via structured market outreach, rigorous lead qualification, and strategic profiling of prospective corporate decision-makers. • Acted as a Sales Virtual Assistant, managing executives' calendars, scheduling strategic B2B alignment consultations, and coordinating high-conversion appointment setting cadences. • Conducted comprehensive virtual product demonstrations, negotiating custom terms to meet client operational needs and expand bottom-line revenue. • Leveraged advanced HubSpot/Salesforce CRM pipelines to track engagement metrics, manage follow-up cadences, and maximize pipeline retention. • Executed outbound cold calling and navigated customer hesitation through active listening
- CInternal Auditor & Clerical Compliance AssistantCPFS AgencyJan 2016 - Jan 2018 (2 years 1 month)• Executed rigorous internal risk assessments and compliance audits of complex organizational procurement frameworks, identifying procedural bottlenecks to eliminate operational delays. • Provided high-level Executive Assistance by safeguarding highly sensitive, confidential case files, managing administrative records, and enforcing strict data governance rules. • Optimized high-volume digital data entry systems and information logging, establishing 100% data audit readiness for external oversight reviews.
Education
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- EHonors Studies: Business Management (CAP)Excelsior Community CollegeJan 2018 - Jan 2019 (1 year 1 month)
- ACertificate in AestheticsAesthetics School of CosmeticsJan 2018 - Jan 2019 (1 year 1 month)
- NHigh School DiplomaNorman Manley high schoolJan 2015 - Jan 2017 (2 years 1 month)