JAWNIE BROWN
Spartanburg,SC
Summary
Customer-focused professional with 3 years of experience in live chat and phone support, adept at navigating fast-paced service environments. Renowned for resolving high volumes of inquiries with empathy, accuracy, and efficiency, consistently exceeding customer expectations. Expertise in conflict resolution and CRM tools, coupled with a proven track record of maintaining exceptional customer satisfaction while managing multiple priorities. Committed to delivering outstanding service and fostering positive customer relationships that drive business success.
Overview
6
6
years of professional experience
Work History
CHAT CARE ASSOCIATE
Hyatt Hotels Corp
Omaha, NE
12.2021 - 08.2025
- Delivered support through phone and live chat, managing up to three simultaneous conversations while maintaining service quality.
- Focused on First Contact Resolution to efficiently address guest concerns without follow-up.
- De-escalated high-stress situations and preserved guest satisfaction through calm, empathetic communication.
- Maintained high performance rankings, including a 95% Customer Satisfaction Score (CSAT), 98% accuracy rating, and consistent placement in the top 10% of team members for QA and AHT.
- Identified recurring service issues that led to a 15% reduction in support escalations.
CUSTOMER SERVICE REPRESENTATIVE
Sitel
Spartanburg, SC
09.2020 - 12.2021
- Handled customer inquiries through phone, email, live chat, and social media channels.
- Provided efficient and empathetic resolutions to various customer concerns.
- Maintained accurate records and escalated unresolved issues as needed to enhance satisfaction.
OPERATOR
Magna Seating South Carolina
Moore, SC
01.2020 - 09.2020
- Performed assembly and quality control tasks on production line components.
- Followed 5S standards to ensure organization, cleanliness, and efficiency.
- Adhered to safety protocols to maintain a secure working environment.
Education
No Degree - Healthcare Management
Colorado Technical University
Colorado Springs, CO06-2022
High School Diploma -
Penn Foster High School
Scranton, PASkills
- Proficient in Zendesk CRM
- Real-time chat support
- Efficient multitasking in dynamic settings
- Conflict resolution and de-escalation
- Effective written communication
- Typing proficiency
- Product expertise
- Key performance indicators
Timeline
CHAT CARE ASSOCIATE
Hyatt Hotels Corp
12.2021 - 08.2025
CUSTOMER SERVICE REPRESENTATIVE
Sitel
09.2020 - 12.2021
OPERATOR
Magna Seating South Carolina
01.2020 - 09.2020
No Degree - Healthcare Management
Colorado Technical University
High School Diploma -
Penn Foster High School