Chat Manager

Jun 2025 - Jul 2026

Managed and supervised a team of chat agents, ensuring daily operations ran efficiently and performance goals were consistently met. Monitored team performance through KPIs, sales metrics, response times, and quality assurance evaluations. Conducted regular coaching sessions and provided constructive feedback to improve communication, sales techniques, and customer engagement.

Chatter

May 2023 - Jun 2025

Engaged with customers through real-time chat, building genuine relationships to increase customer satisfaction, loyalty, and retention. Drove sales by promoting digital content, upselling premium offers, and identifying opportunities to maximize customer spending. Maintained personalized conversations by adapting communication styles based on customer preferences and behavior.

Senior Customer Service Representative

Jan 2021 - May 2023

Provided exceptional customer support through phone, email, live chat, and other communication channels, ensuring timely and professional resolution of inquiries. Handled complex customer concerns, complaints, and escalations while maintaining a high level of customer satisfaction.