Customer Service Support Specialist
Resume:
Makeshia
Dismuke
Forest Hill, TX *****
**********@*****.***
Experienced and customer-focused Chat Support Specialist with years of proven success in delivering exceptional customer service through online chat platforms. Proficient in technical troubleshooting, active listening, and effective written communication. Adept at resolving customer inquiries, providing solutions, and ensuring a positive customer experience. Recognized for consistently exceeding performance targets and maintaining a high level of customer satisfaction. Seeking to leverage my expertise and dedication to contribute to a dynamic customer support team.
Skills
• Quality Assurance
• Language Proficiency
• Data Management
• Empathy and Active Listening
• Product and Process Knowledge
• Multitasking and Time Management
• Technical Troubleshooting
• Problem Solving
• Customer Service Excellence
• Zendesk Chat
• LiveChat
• Intercom
• Freshchat
• HubSpot Service Hub
• Salesforce
• Oracle
• Microsoft Word, Excel,
PowerPoint
• Cisco & Java
Experience
MARCH 2017 – JULY 2023
Chat Support Specialist / Bank of America
o Effectively resolve customer inquiries, concerns, and technical issues through various communication channels, including phone, email, and chat. Skilled in maintaining detailed records of interactions, troubleshooting problems, and ensuring customer satisfaction. Proven ability to adapt to changing situations, work collaboratively within a team, and exceed performance metrics.
o Skilled in using CRM systems to track interactions, analyze data, and identify trends to improve service processes. Known for maintaining a calm demeanor under pressure and consistently meeting or exceeding performance targets.
o Proficient in diagnosing software and hardware problems, guiding customers through step-by-step solutions, and escalating critical issues to appropriate teams when necessary. Demonstrated ability to maintain a 2
positive customer-centric attitude while efficiently solving problems and enhancing the overall customer experience.
APRIL 2016 – MARCH 2017
Chat Support / IQOR
o Experienced in assisting customers across diverse cultural backgrounds and languages. Adept at maintaining clear and effective communication while providing support and resolving issues via chat. Known for adapting to various communication styles and delivering exceptional service in a language-friendly manner.
o Successfully managed and mentored a team of chat agents, ensuring consistent delivery of high-quality customer service. Proficient in monitoring chat interactions, providing real-time feedback, and developing strategies to improve response times and customer satisfaction. Adept at analyzing chat data to identify trends and implement process improvements.
o Experienced in assisting customers across diverse cultural backgrounds and languages. Adept at maintaining clear and effective communication while providing support and resolving issues via chat. Known for adapting to various communication styles and delivering exceptional service in a language-friendly manner.
JUNE 2014 – MARCH 2016
Customer Support & Content Manager / Genpact
o Analyzed engagement data, click-through rates, and conversion metrics to assess content effectiveness. Adept at identifying areas for improvement, refining content strategies, and implementing data-driven optimizations. Recognized for contributing to increased audience engagement and brand impact.
o Tailored content strategies to suit the unique characteristics and preferences of each platform's audience. Skilled at using platform- specific analytics to refine content distribution strategies and achieve optimal engagement levels. Known for driving brand growth by capitalizing on the strengths of various social media channels. o Ensured all content adheres to brand guidelines, regulatory standards, and ethical considerations. Proficient in conducting thorough audits to maintain content accuracy, consistency, and alignment with organizational values. Adept at collaborating with content creators to provide constructive feedback and ensure content excellence.
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