Our recommendation
Why we recommended Britania.
Strong recommend for a home cleaning CSR seat. The mechanics are ones she has already run for nine years: booking and rescheduling appointments, preventing double bookings, resolving service complaints, taking payments and processing refunds, and keeping accurate records behind all of it. Best suited to a company that wants one person owning the whole customer conversation, from the first booking call through to the complaint after a visit, rather than a narrow single task seat. Her Team Lead promotion also leaves room to grow her into a supervisory role if the client scales.
Britania’s day against yours
Your hours, in Britania’s time.
Britania is based in Jamaica. Pick your time zone to see your working day, 8 AM to 6 PM, on their clock.
Lit squares are working hours. Grey squares are night on that clock.
The assessment
English and writing
Jamaican, so English is her first language, and she has spent nine years using it professionally with North American customers. Her roles have never been voice only. At Alorica she worked a blended queue of inbound calls, live chats and emails. At PhoneAnimal she answered realtor and vendor enquiries by email and phone, and built her own spreadsheets in Excel for record keeping and reporting. At Travel Connect Solutions she produced itineraries and travel documentation that customers relied on to be exact. She holds CXC passes in English and in Electronic Document Preparation and Management. For a cleaning company where half the job is booking confirmations, reschedule texts and follow up emails, the written side is already there.
Remote readiness
A full year fully remote as a virtual assistant for PhoneAnimal, supporting US realtors with no supervisor on the floor, followed by five years at Travel Connect Solutions handling customers she never met in person. Her stated job at PhoneAnimal was confirming appointments and scheduling meetings so clients did not double book or miss deadlines, which is the same work a cleaning dispatch calendar needs. She kept office documentation organised, ran data entry, and routed incoming calls to the right person. Jamaica runs on Eastern Time all year with no daylight saving shift, so her working day lines up with a US client's without any offset.
Cultural fit
Promoted from Customer Service Representative to Team Lead at Alorica in under two years, where she delegated daily tasks, enforced deadlines, ran quality checks and produced monthly, quarterly and annual performance reports for management. Her resume returns to de-escalation repeatedly: calming angry callers, cutting wait times, escalating cleanly when a problem needed a supervisor. At Travel Connect Solutions she took payments, processed refunds and corrected billing discrepancies, so she is used to the money conversation as well as the service one. She also sold tour packages and promotional incentives on top of standard bookings, meaning she is comfortable asking for the sale rather than only taking orders.
English and writing
Jamaican, so English is her first language, and she has spent nine years using it professionally with North American customers. Her roles have never been voice only. At Alorica she worked a blended queue of inbound calls, live chats and emails. At PhoneAnimal she answered realtor and vendor enquiries by email and phone, and built her own spreadsheets in Excel for record keeping and reporting. At Travel Connect Solutions she produced itineraries and travel documentation that customers relied on to be exact. She holds CXC passes in English and in Electronic Document Preparation and Management. For a cleaning company where half the job is booking confirmations, reschedule texts and follow up emails, the written side is already there.
Remote readiness
A full year fully remote as a virtual assistant for PhoneAnimal, supporting US realtors with no supervisor on the floor, followed by five years at Travel Connect Solutions handling customers she never met in person. Her stated job at PhoneAnimal was confirming appointments and scheduling meetings so clients did not double book or miss deadlines, which is the same work a cleaning dispatch calendar needs. She kept office documentation organised, ran data entry, and routed incoming calls to the right person. Jamaica runs on Eastern Time all year with no daylight saving shift, so her working day lines up with a US client's without any offset.
Cultural fit
Promoted from Customer Service Representative to Team Lead at Alorica in under two years, where she delegated daily tasks, enforced deadlines, ran quality checks and produced monthly, quarterly and annual performance reports for management. Her resume returns to de-escalation repeatedly: calming angry callers, cutting wait times, escalating cleanly when a problem needed a supervisor. At Travel Connect Solutions she took payments, processed refunds and corrected billing discrepancies, so she is used to the money conversation as well as the service one. She also sold tour packages and promotional incentives on top of standard bookings, meaning she is comfortable asking for the sale rather than only taking orders.
Skills
- Appointment Scheduling
- Complaint Resolution
- Customer Retention
- Refund Processing
- CRM Data Management
- Inbound Sales
- Document Management
- Lead Qualification
- Team Leadership
- Virtual Assistance
- Travel Reservations
- Fare and Booking Support
Résumé