Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Jawnie Brown

Spartanburg,SC

Summary

Dedicated and detail-oriented customer service professional with 5 years of experience in live chat support across fast-paced environments. Proven ability to handle high chat volumes while maintaining exceptional service quality and customer satisfaction. Known for multitasking effectively, de-escalating concerns, and building positive customer relationships in a digital-first setting. Skilled in CRM tools and adept at multitasking, I consistently exceed performance metrics while delivering empathetic support and effective problem-solving to enhance guest satisfaction.

Overview

5
5
years of professional experience

Work History

Chat Care Associate

Hyatt Hotels Corp
Omaha, NE
12.2021 - Current

• Delivered exceptional support through phone and chat channels, focusing on First Contact Resolution (FCR) to efficiently resolve guest concerns without the need for follow-up.
• Empowered to make real-time decisions and offer solutions that aligned with company policies while prioritizing guest satisfaction.
• Actively listened and assessed guest needs to provide accurate information, troubleshooting assistance, or resolution of service issues.
• Created and managed detailed service cases on behalf of guests to ensure thorough follow-up and accountability across departments.
• Maintained a calm and professional tone in high-volume, fast-paced environments while meeting or exceeding key performance indicators (KPIs).

Customer Service Representative

Sitel
Spartan, South
09.2020 - 12.2021
  • Managed phone, email, live chat, and social media inquiries
  • Delivered empathetic and efficient resolutions
  • Maintained records, escalated issues, and improved satisfaction

Operator

Magna Seating South Carolina
Moore, South C
01.2020 - 09.2020
  • Assembly and quality control work
  • Maintained 5S compliance and safety protocols

Education

High School Diploma -

Penn Foster High School
Scranton, PA
12-2010

Some College (No Degree) -

Colorado Technical University
Colorado Springs, CO

Skills

  • Excellent Written Communication – Clear, professional, and empathetic messaging in real time
  • Typing Speed and Accuracy – Fast, error-free typing to manage multiple chat interactions efficiently
  • Multitasking – Ability to handle several conversations simultaneously without losing quality
  • Problem Solving – Quick thinking to resolve issues and guide customers effectively
  • Product Knowledge – In-depth understanding of services/products to provide accurate information
  • Emotional Intelligence – Recognizing and responding appropriately to customer emotions
  • CRM & Chat Tools Proficiency – Skilled in platforms like Zendesk, or Live Chat
  • Conflict Resolution – De-escalating difficult interactions calmly and professionally

Accomplishments

  • Resolved an average of 150+ chat inquiries weekly, maintaining a 95% Customer Satisfaction Score (CSAT)
  • Achieved First Contact Resolution (FCR) rate of 90%, minimizing repeat guest contacts
  • Consistently ranked in the top 10% of team members for monthly performance metrics, including Average Handle Time (AHT) and Quality Assurance (QA) scores
  • Successfully de-escalated 50+ high-stress guest concerns per month, preserving guest loyalty and brand reputation
  • Maintained a chat accuracy rating of 98%+, ensuring information consistency and guest trust
  • Played a key role in identifying and reporting recurring service issues, contributing to a 15% reduction in support escalations

Timeline

Chat Care Associate

Hyatt Hotels Corp
12.2021 - Current

Customer Service Representative

Sitel
09.2020 - 12.2021

Operator

Magna Seating South Carolina
01.2020 - 09.2020

High School Diploma -

Penn Foster High School

Some College (No Degree) -

Colorado Technical University

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