Shanice Dacosta

Dynamic and detail oriented Customer Service and Administrative Professional with over 15 years of experience delivering high-impact remote and on site support. Proven track record of boosting customer satisfaction scores to 95%, reducing document retrieval times by 25%, and accelerating email response workflows by 30%. Highly proficient in modern remote collaboration platforms, CRM systems, and ticketing tools including Zendesk, Intercom, Zoho CRM, Shopify, QuickBooks, and Slack.

Adept at managing cross functional workflows, resolving complex escalations, and optimizing client satisfaction in fast-paced, virtual environments.

Remote Customer Service Specialist (Contract) - Rebag - Remote

(2025-03 - 2025-10)

• Delivered world-class support through Zendesk and Intercom, maintaining a consistent 95% Customer Satisfaction (CSAT) rate.
• Resolved complex product, order, and payment issues across Shopify and QuickBooks platforms.
• Collaborated seamlessly with internal departments via Slack to accelerate ticket resolutions and manage escalations efficiently.
• Processed returns, exchanges, and refunds with 100% precision and strict compliance with company policies.
• Upheld brand reputation by providing prompt, empathetic, and solutions-focused support to global customers.

Virtual Customer Service Representative - Work Better Now - Remote

(2023-06 - 2025-03)

• Managed and organized high volume executive email communications, prioritizing urgent messages and improving email response time by 30%.
• Coordinated complex calendar activities, appointments, and virtual meetings to optimize executive time management, reducing scheduling conflicts by 20%.
• Assisted with software installations, updates, and front line technical troubleshooting to ensure smooth operational continuity.
• Processed orders, managed secure payments and refunds, and resolved client inquiries to drive high satisfaction metrics.

Executive Assistant / Receptionist - Kingalarm Services

(2020-09 - 2023-06)

• Provided high level administrative support to senior leadership, managing executive calendars, travel arrangements, and confidential records.
• Welcomed and assisted 30+ clients daily with professional problem-solving, driving a 15% increase in customer satisfaction scores.
• Introduced updated digital filing and documentation workflows, reducing document retrieval time by 25%.
• Prepared high level administrative reports, corporate correspondence, and internal communications with meticulous attention to detail.

Human Resources Assistant - Kingston Wharves Limited

(2016-10 - 2020-08)

• Assisted in end-to-end recruitment lifecycles, including job postings, applicant screening, interview scheduling, and new hire onboarding.
• Maintained and audited confidential employee records in full compliance with company policies and statutory labor regulations.
• Supported HR managers in payroll processing, leave administration, and employee benefits management.
• Facilitated staff training workshops, performance appraisal processes, and employee engagement programs to cultivate a positive work culture.

Diploma - Business Administration - The National Council on Technical and Vocational Education and Training

High School Diploma - Merl Grove High School