Hi, I’m
Beatrice Lewis
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Experienced and skillful Chat Support Specialist committed to delivering exceptional service to callers. Proficient in effectively addressing customer needs and adhering to communication scripts with poise and professionalism. Proven track record as a valuable liaison between companies and clients, ensuring high levels of customer satisfaction. Recognizes the importance of upholding a brand's mission through positive customer interactions, consistently delivering a positive experience.
Overview
9
years of professional experience
1
Certification
Work History
Afni
Chat Support Specialist
09.2022 - 04.2024
Job overview
- Responding to customer inquiries via live chat and providing solutions to technical issues: You can list the different tools and platforms you have experience with, such as Zendesk, LivePerson, or any other chat software
- Demonstrated strong verbal and written communication skills
- Resolved customer complaints and concerns in a timely and professional manner
- Handled sensitive customer situations with empathy and discretion while adhering strictly to company confidentiality policies regarding proprietary information dissemination protocols among authorized personnel only when absolutely necessary per established guidelines governing such matters internally at all times without exception whatsoever regardless of any extenuating circumstances whatsoever therein involved thereof herewith.
- Troubleshoot and resolve technical issues for customers
- Provide technical assistance and support for customers
- Use discretion in providing information to clients
- Managed high-volume chat inquiries, maintaining professionalism under pressure and prioritizing tasks effectively.
Alorica
Online Chat Representative
11.2020 - 09.2022
Job overview
- Assisted customers with customer service and technical support with existing products and orders
- Multitask between multiple customers and computer screens
- Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy
- Resolve customer issues with one call resolution
- Offered alternative solutions with the objective of retaining customer
- Communicated with customers using web-based tools and demonstrates the associated proficiency
- Suggest, promote and guide clients on filing complaints, refunds, and replacements
- Make use of the system in searching for products and answers
ADP
Chat Support Representative
07.2018 - 11.2020
Job overview
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
- Exhibited high energy and professionalism when dealing with clients and staff.
Orbitz
Chat Specialist
10.2015 - 07.2018
Job overview
- Exceeded performance metrics consistently by maintaining a high level of productivity and quality assurance in chat interactions.
- Streamlined communication processes, utilizing prepared scripts and templates for common queries in the chat interface.
- Prevented potential fraud by identifying suspicious activities or patterns during client interactions within the chat platform.
- Reduced response wait time with quick problem identification and accurate solutions.
- Handled sensitive situations professionally, maintaining confidentiality and demonstrating emotional intelligence during chats.
Education
Strayer UniversityWashington, DC
Bachelor of Science from Criminal Justice
12-2025
University Overview
- Honor Roll
- 3.6 GPA
Lutcher High SchoolLutcher, LA
High School Diploma
University Overview
- Honor Roll
- Dean's List
- 4.0 GPA
Skills
- Fast-learner; can understand product descriptions and key selling points quickly
- Fast fingers on keyboard with abilities to work on more than one window
- Perfect sales personality; friendly patient, persuasive, pleasant disposition, with a positive attitude
- Proactive; self motivated attitude to help customers
- Excellent communicator with great interpersonal skills
- Time Management
- Performance tracking
- Empathy display
- Goal oriented
- Quick typing
- CRM software
- De-escalation techniques
Certification
- Zendesk Support Administrator Certification Zendesk.
- NICE inContact CXone Agent Certification NICE inContact.
- LiveChat Expert LiveChat, Inc.
- Salesforce Certified Administrator
- First Aid Certification
Languages
English
Native or Bilingual
Timeline
Chat Support Specialist
Afni
09.2022 - 04.2024
Online Chat Representative
Alorica
11.2020 - 09.2022
Chat Support Representative
ADP
07.2018 - 11.2020
Chat Specialist
Orbitz
10.2015 - 07.2018
- Zendesk Support Administrator Certification Zendesk.
- NICE inContact CXone Agent Certification NICE inContact.
- LiveChat Expert LiveChat, Inc.
- Salesforce Certified Administrator
- First Aid Certification
Strayer University
Bachelor of Science from Criminal Justice
Lutcher High School
High School Diploma
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipGig WorkWork Location
RemoteImportant To Me
Company CultureCareer advancementPersonal development programsWork-life balanceTeam Building / Company RetreatsAvailability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 22 staff members.
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