Customer Support Specialist - Chat & Email Expert

Angelic Ramos

Queens,New York ***** / ***********@*****.*** / 347-***-****

Skilled Chat Support Specialist Focused on Rapid, Empathetic, and Accurate Responses

SUMMARY

Detail-oriented chat support professional with 2 years of experience providing real-time assistance to customers via live chat, email, and messaging platforms. Adept at multitasking, resolving technical and billing issues, and delivering a positive customer experience. Recognized for maintaining high customer satisfaction scores, strong written communication, and prompt, effective problem-solving.

CORE COMPETENCIES

● Live Chat & Email Support

● CRM & Ticketing Systems (Zendesk, Freshdesk, etc.)

● Typing Speed & Accuracy

● Empathetic & Clear Written Communication

● Troubleshooting & Conflict Resolution

● Knowledge Base / FAQ Creation

● Multi-Tasking & Prioritization

● Customer Satisfaction (CSAT) Optimization

● Collaboration with Cross-Functional Teams

● Data Entry & Documentation

PROFESSIONAL EXPERIENCE

Chat Support Specialist – uhaul / Brooklyn,NY 2/2020-4/2021

● Handled live chat sessions, providing immediate responses to inquiries on product features, order status, and billing.

● Achieved a 100% customer satisfaction (CSAT) rating by maintaining an approachable tone and thorough problem resolution.

● Collaborated with product and technical teams to troubleshoot issues in real-time

● Updated and maintained an internal knowledge base, improving first-contact resolution rates

● Conducted post-chat follow-ups to ensure timely resolution and boost overall customer loyalty.

Customer Support Representative (Chat & Email) – The Yard NEW YORK, NY 10/2022-12/2022

● Simultaneously managed multiple chat queues, addressing inquiries per shift with a focus on prompt, accurate resolutions.

● Utilized CRM and ticketing software (e.g., Zendesk) to log interactions, track issue progress, and provide ongoing status updates to customers.

● Partnered with QA and management teams to identify recurring customer pain points, helping launch new features that reduced chat volume

● Assisted in training new hires on efficient chat etiquette, tone, and conflict resolution, contributing to improved in team performance.

● Improved cross-departmental communication by relaying common customer feedback, ultimately enhancing product and service offerings. KEY ACHIEVEMENTS

● Recognized for maintaining the highest CSAT for three consecutive quarters in a high-volume chat environment.

● Reduced average response by seconds through process optimization and quick-reference guides.

● Contributed to a pilot live chat project that successfully transitioned 30% of phone support traffic to digital channels.

EDUCATION

[Degree or Certification]

● High School diploma

● Certification in customer service

TECHNICAL & SOFTWARE SKILLS

● Live Chat Platforms (LiveChat, Intercom, Drift)

● CRM & Ticketing Systems (Zendesk, Freshdesk, Salesforce)

● Typing Speed (e.g., 60 WPM with high accuracy)

● Microsoft Office / Google Workspace

● Basic Troubleshooting & Reporting

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