Breanna Igbinosun
Tampa,FL
Summary
Chat Support Specialist with 10+ years of experience handling high-volume customer interactions across live chat and digital platforms. Manages 80+ daily conversations while meeting strict SLA targets for response time, resolution speed, and customer satisfaction. Known for improving first contact resolution, reducing repeat inquiries, and delivering clear, professional written communication. Skilled in CRM systems, multi-system navigation, and resolving complex customer issues in fast-paced remote environments.
Overview
8
8
years of professional experience
Work History
QUALITY ANALYST
VETERANS EVALUATION SERVICES
Remote
2023.03 - Current
- Process 75+ cases daily with high accuracy, supporting faster turnaround times and reducing processing delays
- Identify documentation gaps and resolve discrepancies prior to submission, reducing rework and downstream errors by about 20 percent
- Maintain detailed, audit-ready records across multiple systems, ensuring consistent compliance and data accuracy
- Collaborate with internal teams to resolve workflow issues, improving case completion rates and operational efficiency
CUSTOMER EXPERIENCE SPECIALIST
DELTA AIRLINES
Remote
2019.12 - 2023.02
- Managed 80+ daily customer interactions via live chat and digital channels, consistently meeting SLA targets for response and resolution time
- Increased first contact resolution by quickly identifying customer needs and delivering accurate, efficient solutions
- Resolved billing, booking, and account issues, reducing repeat contacts and improving overall customer satisfaction
- Documented all interactions in CRM systems with high accuracy, ensuring proper tracking, follow-up, and compliance
QUALITY ASSURANCE ANALYST
COGNIZANT
Tampa, FL
2018.01 - 2019.08
- Audited high-volume customer interactions to ensure accuracy and compliance, improving overall service quality and reducing defects
- Identified error trends and recommended process improvements, contributing to stronger performance metrics and reduced rework
- Navigated multiple systems to research and validate account information within strict time targets
- Trained and onboarded new hires, improving team productivity, consistency, and adherence to quality standards
Education
Bachelor of Arts - Business Management
Saint Leo University
Saint Leo, FL2026-04
Skills
Live Chat Support
High-Volume Customer Interaction (80 daily)
First Contact Resolution
SLA and Response Time Management
Customer Issue Resolution
Escalation Handling
CRM and Ticketing Systems
Multi-System Navigation
Written Communication
Data Entry and Documentation Accuracy
Timeline
QUALITY ANALYST
VETERANS EVALUATION SERVICES
2023.03 - Current
CUSTOMER EXPERIENCE SPECIALIST
DELTA AIRLINES
2019.12 - 2023.02
QUALITY ASSURANCE ANALYST
COGNIZANT
2018.01 - 2019.08
Bachelor of Arts - Business Management
Saint Leo University