Live Chat Support Specialist

Location:

Posted:

August 06, 2025

Beaumont, Texas • United States • *************@*****.*** • +1-929-***-****

Education

Columbia University

Bachelor of Arts (Economics)

Lewisville High School Ohio, Texas

GPA of 3.8

LiveOps

Experience

Remote

Live chat assistant Sep, 2024 – May, 2025

Managed an average of 50+ live chat interactions daily, delivering prompt, accurate solutions to customer inquiries

Resolved 90% of issues on first contact, improving overall customer satisfaction scores by 25%

Utilized CRM tools (Zendesk, Intercom) to track and document customer interactions, ensuring smooth case escalations

Developed and updated knowledge base articles, enhancing self-service resolution rates by 15%

Collaborated with cross-functional teams to streamline chat processes, reducing average response time by 20 seconds

Recognized as Top Performer for consistently exceeding monthly chat handling and resolution KPIs

Amazon Remote

Live chat assistant June, 2020 – August, 2022

Delivered multi-channel support (live chat, email, and phone) to an average of 100+ customers per week

Processed customer feedback to optimize service delivery, contributing to a 30% reduction in repeat inquiries

Achieved 98% chat accuracy rating, ensuring consistent and professional responses

Trained and mentored 5 new team members on live chat protocols and CRM usage

Assisted in developing customer retention strategies, resulting in a 12% increase in repeat customers

Leadership & Activities

Amazon City, State

Team lead Sep 2022 – April, 2024

Led a cross-functional team of 6 members to streamline live chat workflows, reducing average handling time by 18%.

Organized weekly brainstorming sessions to identify and resolve customer support bottlenecks.

Implemented new response templates, improving team consistency and customer satisfaction scores.

Technical Skills & Interests

Chat Platforms including Zendesk, LiveChat, Intercom, Freshdesk

Office Tools such as Microsoft Office Suite, Google Workspace

Typing Speed of 70 WPM with 98% accuracy

Basic HTML & Knowledge of Web Navigation

City, State