Kashana

Native English from Jamaica, and the record shows it working rather than just being claimed. She spent a year and a half handling 60+ customer chats a day on a US cable campaign, which is written English under time pressure with a resolution target attached, and generated a 12% increase in upsell revenue through those conversations. On the voice side she has made 100+ outbound calls daily and retained 85% of at-risk customers by talking them out of cancelling — persuasion work that depends entirely on clear, warm, quick communication. She also wrote the onboarding materials that cut new-hire training time by 20%, so she can document a process as well as deliver one.

Her two most recent US roles were fully remote from Jamaica: Mind Clinic for nineteen months and Rent to Own Real Estate before that. Jamaica sits in US Eastern time with no daylight saving shift, so she is inside US business hours with no overnight-shift problem — a real advantage over the Philippines-based roster for any client who wants live calls during their own working day. She works in GoHighLevel, EMR systems, CTM, Slack and CRM platforms, and her Sutherland years mean she is used to campaign metrics, quality monitoring and daily call targets as normal working conditions.

Booking targets beaten by 25%. 82% first-month retention among the new hires she trained. 85% of at-risk customers kept. 20% off training time. 15% improvement in team performance scores. 12% upsell lift. Top Performer recognition on the retention campaign. Behind that is someone who was trusted to train and coach over 30 people after three years on the floor, which is how BPOs identify their most reliable operators. The Mind Clinic work also means she has handled patient data in EMR systems and knows the tone that mental health outreach requires.