Sierra Newport
Oneida
Summary
Driven professional experienced in the cultivation of lucrative partnerships. Looking for an Online Chat Specialist position with a potential for growth.
Results-oriented Online Chat Specialist considered an asset in the workplace. A pleasant personality coupled with exemplary communication and customer engagement skills. Ready to take on a new role that requires energy and enthusiasm while driving business success.
Determined an Online Chat Specialist with a calm personality and handles multiple issues at once. Ready to employ exemplary marketing skills in a customer service role.
Enthusiastic an Online Chat Specialist experienced in process management and offering great verbal and writing skills. Energetic and passionate with a desire to provide a high level of support to customers, peers, and management.
Overview
5
5
years of professional experience
2020
2020
years of post-secondary education
Work History
Live Chat Agent
KECH
Williamsburg
01.2025 - 07.2025
- Provide front-line customer service through live chat, handling 80+ inquiries daily across product, billing, and account support topics.
- Managed live chat interactions with customers to resolve inquiries efficiently.
- Provided product information and support through multiple online channels.
- Maintain a first-contact resolution rate above 90%, reducing escalations and improving the user experience.
- Document all interactions in CRM tools and communicate with internal departments to resolve complex concerns.
- Monitor customer behavior and flag recurring issues to product and engineering teams.
- Responded to customer inquiries across chat, emall, and ticketing platforms, with a focus on timely, accurate responses.
- Resolved customer issues related to account setup, service features, and billing with a 96% satisfaction rating.
- Developed macros and quick-reply templates to streamline support processes and improve consistency.
- Participated in weekly team huddles to relay feedback and help shape support strategies.
Customer Service Representative
Jeffers excavating
Huntsville
01.2020 - 12.2024
- Dedicated and tech-savvy Customer Support Specialist with 5years of experience delivering real-time, text-based assistance to diverse clients. Proven ability to manage multiple live chats simultaneously, resolve issues quickly, and maintain professionalism in high-pressure virtual environments. Known for fostering trust, clarifying complex topics, and identifying customer pain points to ensure satisfaction and retention. Comfortable with remote tools, flexible hours, and fast-paced team collaboration.
- Assisted customers with inquiries and service requests promptly.
- Recorded customer feedback and communicated issues to management effectively.
- Processed service orders and ensured timely delivery to customers.
- Maintained accurate records of customer interactions in the database.
- Trained new staff on customer service protocols and best practices.
- Answered customer inquiries and provided accurate information regarding products and services.
Education
Scott High School
Huntsville, TennesseeSkills
- CRM software
- Issue troubleshooting
- Customer relationship management
- Feedback documentation
- Data analysis
- Problem solving
- Effective communication
- Time management
- Team collaboration
- Training facilitation
- Issue escalation
- Training and mentoring
- Marketing
- Quick typing
- Team building
- Product knowledge
Languages
English
Full Professional
Timeline
Live Chat Agent
KECH
01.2025 - 07.2025
Customer Service Representative
Jeffers excavating
01.2020 - 12.2024
Scott High School