Chat Support Specialist with 10+ Years Experience

Hakini Brown

*********@*****.*** 954-***-**** Tamarac, FL

Summary

Experienced Chat Support Specialist with over 10 years of hands-on customer service and technical support experience, including overnight and high-volume shifts. Proficient in providing real-time assistance through live chat and email platforms, troubleshooting technical issues, and enhancing customer satisfaction in remote environments. Adept in using Zendesk, Salesforce, and Mac OS to deliver prompt, empathetic, and solutions-focused support.

Professional Experience

Chat Support Specialist Management, LLC – Remote Apr 2020 – May 2025

• Provided overnight chat support for web services, resolving technical and user issues quickly and accurately.

• Improved first-response resolution rates by refining chat workflows and escalation processes.

• Managed customer inquiries across multiple channels (chat, email), ensuring a consistent support experience.

• Trained new agents on chat etiquette, troubleshooting protocols, and customer satisfaction best practices.

• Regularly used Zendesk and Salesforce to track interactions, update tickets, and analyze support trends.

Technical Support Advisor Apple – Fort Lauderdale, FL May 2018 – Apr 2020

• Handled technical chat inquiries for iOS/macOS users, focusing on overnight support coverage.

• Resolved login, email, and device connectivity issues through live messaging platforms.

• Managed multiple conversations concurrently, maintaining speed and customer satisfaction ratings above 90%.

• Documented issues and customer feedback to assist with ongoing support content improvements.

Customer Support Associate T-Mobile – Davie, FL Jun 2013 – Feb 2018

• Supported evening customer inquiries via online chat and in-store systems.

• Guided users through troubleshooting steps for device, billing, and service issues.

• Contributed to knowledge base updates based on chat interaction insights.

Education

Associate of Science, Computer Programming – ITT Technical Institute, Fort Lauderdale, FL (2018)

Google IT Support Professional Certificate – Google / Coursera (Completed)

Associate of Science, Business Management – Broward College, Davie, FL

Skills

Live Chat Support • Email Support • Zendesk • Salesforce • Technical Troubleshooting • Overnight Shift Readiness • Mac OS • Customer Communication • Multitasking

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