Customer-Focused Chat Support Specialist

E P Eboni Peguero

JACKSONVILLE, FL ***** 904-***-****

***************@*****.***

PROFESSIONAL

SUMMARY

Capable Desired Position with solid background in customer communication and problem-solving in chat-based environments. Successfully managed high volumes of inquiries, ensuring efficient resolution and enhanced customer satisfaction. Demonstrated ability in multitasking and technical troubleshooting to support team objectives and maintain service quality. SKILLS • Empathy display • Social media monitoring

• Performance tracking • CRM software

• Computer skills • Attention to detail

• Microsoft office • Data entry

Verbal and written

communication

• • Call center experience

• MS office Customer relationship management

(CRM)

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• Customer data confidentiality • Quality control

• Customer retention • Inbound call management

• Quality assurance • Data management

WORK HISTORY CHAT SUPPORT REPRESENTATIVE 12/2016 to CURRENT Arise Virtual Solutions Inc. Miramar, FL

Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.

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Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.

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Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.

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Promoted upselling opportunities where appropriate while remaining focused on delivering exceptional service within each interaction.

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Collaborated with other departments, such as Sales or Technical Support, to ensure seamless customer service experiences.

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Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.

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Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.

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QUALITY ASSURANCE ANALYST 06/2015 to 09/2021

Envera Security Systems Tampa, FL

Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.

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Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.

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Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.

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• Mentored and coached team members on QA topics and strategies. Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.

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Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.

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Reduced number of customer-reported issues by establishing preemptive testing strategy that targeted common failure points.

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CUSTOMER CARE REPRESENTATIVE 02/2015 to 12/2018

Medbridge Development Company Oklahoma City, OK

Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

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Built rapport with customers through active listening and empathetic responses, fostering positive relationships.

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Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.

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• Assisted call-in customers with questions and orders. Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

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Responded to customer needs through competent customer service and prompt problem-solving.

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• Logged call information and solutions provided into internal database. Contributed to team success, consistently achieving call center performance metrics.

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EDUCATION Business Accountancy

University of Phoenix, Tempe, AZ

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