Senior Chat Support Specialist

Mar 2023 - Present

Handled 60–80 concurrent live chat sessions daily across multiple product lines, maintaining an average first response time under 30 seconds. Achieved a consistent CSAT score of 96%, ranking in the top 5% of the support team. Mentored and onboarded 4 new chat agents with coaching on tone, escalation protocols, and platform navigation.

LiveChat Support Agent

Jan 2022 - Feb 2023

Managed inbound live chat inquiries for order tracking, returns, refunds, and product questions in a high-traffic retail environment. Processed over 150 chat interactions daily using Zendesk and Intercom, with a 94% positive customer feedback rating. Reduced escalations to Tier 2 by 22% through proactive troubleshooting and empathetic communication.