LaShaun Roach
St. Johns
Summary
Dedicated professional with expertise in Customer Relationship Management (CRM) using Zendesk, adept at handling live chat and proficient in the Microsoft Office Suite. Skilled in conflict resolution, complaint handling, and team leadership, with a strong background in staff training. Demonstrates exceptional active listening, verbal communication, multi-tasking, and prioritisation abilities. Known for problem-solving and critical thinking skills, self-motivation, initiative, adaptability, and effective team collaboration.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
Work history
VIP Supervisor
Yellow Social Interactive
08.2024 - 05.2025
- Lead, coach, and manage a team of 9 VIP Hosts, ensuring efficient scheduling and performance across all shifts whilst maintaining an approachable and friendly.
- Develop action plans to enhance productivity based on statistical analysis and daily KPIs.
- Manage team attendance and maintain accurate records of lateness and absences.
- Serve as the escalation point for customer issues and legal matters which require meticulous attention to detail.
- Conduct briefings, maintain team morale, and ensure alignment with company service goals.
- Collaborate with cross-functional departments and stakeholders as well as support operational requests from management.
- Striving to hit revenue targets where VIP is responsible for over 63% of the company revenue.
- Coordination and Support to ensure the team has all relevant updates and complete ad hoc requests assigned by management.
- Assist other departments with workload when required.
VIP Host
Yellow Social Interactive
02.2024 - 07.2024
- Delivered personalized service to VIP clients.
- Engage with VIP customers via phone calls, emails to deliver personalized and proactive service, fostering loyalty and enhancing player satisfaction.
- Build long-term relationships with high-value customers through chat and phone calls which lead to maximizing revenue.
- Coordinated with other teams to ensure a seamless and premium player experience.
- Hit targets and SLAs on a daily, weekly and monthly basis contributing to revenue.
- Adherence to Policies and Procedures.
- Collaborate with the team to identify specific segments of VIP customers for targeted communication aimed at revenue growth.
- Act as a liaison figure between VIP customers and the various different departments within the company.
- Support to Account Managers with the top tier VIPs.
Second Level Support Agent
Yellow Social Interactive
05.2023 - 02.2024
- Handled escalated customer inquiries with professionalism and efficiency.
- Ensured customer concerns were resolved to satisfaction and within established SLAs.
- Maintained a calm and courteous demeanor under pressure.
- Adherence to Policies and Procedures.
Customer Service Agent
Yellow Social Interactive
05.2022 - 05.2023
- Assisted customers with queries, troubleshooting, and basic product support.
- Identified complex cases and escalated them to the appropriate resolution team.
- Completed training sessions to continually enhance service quality and system knowledge.
Customer Service Agent – US Operations
Dixie Operations Ltd
03.2019 - 04.2021
- Responded to customer interactions via phone, email, and chat with professionalism.
- Resolved complaints, processed documentation, and handled financial transactions.
Stores Clerk
Antigua Power Company Maintenance & Operations Ltd
12.2016 - 03.2019
Custodian
Antigua Power Company Maintenance & Operations Ltd
07.2016 - 09.2016
Carpet & Boat Maintenance Assistant
Seagull Inflatables
01.2016 - 07.2016
Shelf Packer
Epicurean
10.2015 - 01.2016
Education
BTEC National Diploma - Business
College of Haringey, Enfield & North East London
01.2012 - 01.2013
School Leaving Certificate - English A, Office Administration, Principle of Accounts, Principle of Business, Technical Drawing, Electronic Document Preparation and Management
Princess Margaret School of Antigua
01.2005 - 01.2011
Skills
- Customer Relationship Management (CRM) – Zendesk
- Live Chat
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Conflict Resolution & Complaint Handling
- Team Leadership & Staff Training
- Active Listening & Verbal Communication
- Multi-tasking & Prioritization
- Problem Solving & Critical Thinking
- Self-Motivation & Initiative
- Adaptability & Team Collaboration
Accomplishments
- College of Haringey
- Completed modules in Business and Customer Awareness
- Awarded for Attendance and Punctuality
- Antigua Power Company, Recognized for Outstanding Performance in Stores Department
- Dixie Operations Ltd
- Employee of the Quarter
- Rising Star Award Recipient
Custom
- Football & Cricket Enthusiast
- Traveling and Exploring New Cultures
- Personal Development & Reading
- Making People Laugh & Building Relationships
- Music and Social Events
Timeline
VIP Supervisor
Yellow Social Interactive
08.2024 - 05.2025
VIP Host
Yellow Social Interactive
02.2024 - 07.2024
Second Level Support Agent
Yellow Social Interactive
05.2023 - 02.2024
Customer Service Agent
Yellow Social Interactive
05.2022 - 05.2023
Customer Service Agent – US Operations
Dixie Operations Ltd
03.2019 - 04.2021
Stores Clerk
Antigua Power Company Maintenance & Operations Ltd
12.2016 - 03.2019
Custodian
Antigua Power Company Maintenance & Operations Ltd
07.2016 - 09.2016
Carpet & Boat Maintenance Assistant
Seagull Inflatables
01.2016 - 07.2016
Shelf Packer
Epicurean
10.2015 - 01.2016
BTEC National Diploma - Business
College of Haringey, Enfield & North East London
01.2012 - 01.2013
School Leaving Certificate - English A, Office Administration, Principle of Accounts, Principle of Business, Technical Drawing, Electronic Document Preparation and Management
Princess Margaret School of Antigua
01.2005 - 01.2011
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