Live Chat Support Agent

Jan 2022 - Jan 2024

Handled up to 80 concurrent customer conversations daily via live chat software, maintaining fast response times and high satisfaction scores. Developed personalised message templates that reduced average handle time by 20% while keeping replies natural and human. Ranked in the top 10% of agents for customer satisfaction.

Social Media Community Manager

Jan 2021 - Jan 2022

Managed DM inboxes across Instagram and TikTok for a brand with 50,000+ followers, responding to hundreds of messages weekly. Built a consistent brand voice across all community interactions, resulting in stronger audience trust and repeat engagement. Monitored comment sections and flagged high-value followers for personalised outreach, increasing conversion to paid products.

Customer Service Representative

Jan 2020 - Jan 2021

Provided support via phone and live chat for a high-volume customer base, resolving queries efficiently under pressure. Trained in de-escalation and empathetic communication, skills transferable to subscriber relationship management. Maintained detailed interaction logs and flagged patterns to operations team to improve service quality.