Jaivon W.
Mid-Level Customer Success Specialist
Open to offersNew to PlatformAbout
Jaivon W. is a dedicated Customer Success Specialist with over four years of experience across remote call center, retail, insurance, and SaaS-driven environments. Based in St. Catherine, Jamaica, Jaivon specializes in customer retention and lead conversion, expertly handling high-volume support for both consumers and service-based businesses. In his current role at TheGuarantors, a fintech guarantor company, he has consistently achieved a 65%+ lead-to-appointment conversion rate, enhancing pipeline performance and customer retention through multi-channel communication and effective customer engagement strategies. Jaivon's proficiency with Salesforce CRM underpins his ability to manage over 200 daily customer interactions efficiently. Previous experience includes roles at Dogtopia, PeopleConnect, and The General Insurance, where he excelled in upselling, relationship building, and verifying compliance with stringent policy standards. In every position, Jaivon has demonstrated a proven ability to improve operational efficiency and enhance customer experiences, making him a valuable asset in customer relationship management.
Experience
Customer Success Specialist
TheGuarantors · 2025 — PresentLeveraged Aircall and multi-channel communication to achieve lead-to-appointment conversion rates of 65%+, enhancing pipeline performance and customer retention. Improved operational efficiency and customer experience by reducing ticket errors by 30% through thorough documentation and effective time management. Ensured policy compliance and streamlined onboarding by maintaining 97% accuracy in customer documentation and account verification.Sales Representative
Dogtopia · 2025 — 2025Utilized Salesforce CRM and consultative sales techniques to successfully convert over 65% of leads into confirmed appointments, enhancing client acquisition and retention. Engaged with 60+ customers daily through phone, email, and text, which improved response times and personalized support. Drove additional revenue growth by increasing recurring memberships by 10% through strategic upselling and effective relationship-building.Technical Support Representative
PeopleConnect · 2024 — 2025Executed over 1,000 public data deletion requests with a focus on accuracy and compliance, fostering secure account management and customer trust. Handled 50+ daily inquiries and 80+ emails by applying efficient multitasking and problem resolution skills, leading to high customer satisfaction. Achieved a Top 5 agent ranking within 3 months by implementing strong retention strategies and productivity management.Sales Representative
Massage Envy · 2023 — 2024Proactively followed up with customers, achieving a 35% conversion rate through effective retention strategies and cross-selling, which contributed to membership growth and recurring revenue. Conducted over 200 daily customer interactions via phone, email, and chat, facilitating efficient appointment scheduling and delivering high-quality customer support. Ranked in the top 20% of over 800 agents for maintaining low handle times and strong customer engagement, thus enhancing operational efficiency.Insurance Contact Center Representative
The General Insurance · 2023 — 2023Signed up more than 20 new insurance customers weekly by clearly explaining coverage options and guiding them through the application process, which boosted policy conversions and retention. Enhanced customer satisfaction by providing personalized policy recommendations and recognizing cost-saving opportunities, thereby reducing cancellations and service objections. Maintained accurate CRM records and policy updates, ensuring compliance and efficient customer support.Customer Service Representative
John Lewis & Partners · 2022 — 2023Facilitated the creation of over 100 new customer accounts through accurate onboarding and support, contributing to sales growth and enhancing account accessibility. Addressed 30+ daily inquiries related to refunds, replacements, and purchases by efficiently improving issue resolution and customer satisfaction. Supported conversion opportunities by delivering tailored product recommendations and appliance comparisons, bolstering customer confidence.Customer Service Representative
Walmart · 2021 — 2022Resolved over 100 daily customer inquiries regarding returns, orders, and product availability by employing strong problem-solving and communication skills, thereby enhancing customer satisfaction. Achieved an 85% first-call resolution rate by efficiently managing customer concerns and minimizing escalations, improving service efficiency. Maintained 98% adherence and compliance by consistently meeting call center KPIs and accurately updating customer records in CRM systems.
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