LOYTOYA GHOLSTON
Pittsburg
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
10
10
years of professional experience
Work History
Chat Support Specialist (Independent Contractor)
LiveOps
10.2024 - 01.2026
- Supported up to 6 simultaneous chat sessions, delivering product support, processing refunds, and tracking orders for Nike customers.
- Provided customer support through chat, addressing inquiries and resolving issues.
- Managed complex case escalations while ensuring accurate documentation for data integrity and effective follow-up.
- Collaborated with team members to enhance chat response strategies and workflows.
- Utilized CRM software to log interactions and track customer feedback effectively.
Technical Support Specialist (Independent Contractor)
Omni Interactions
01.2024 - 11.2025
- Delivered technical support via phone, email, and chat, effectively resolving OS, connectivity, and hardware issues for Intuit (QuickBooks) customers.
- Diagnosed system problems using remote tools and managed high call volumes through effective block scheduling.
- Provided technical support for software and hardware issues to enhance user experience.
- Resolved customer inquiries through multiple communication channels, including phone and chat.
Customer Service Advocate
Solutran
11.2023 - 01.2024
- Provided empathetic support and leveraged MS Teams to resolve inquiries, exceeding customer satisfaction goals.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Assisted customers with inquiries about services and product features.
- Maintained accurate records of customer interactions in the CRM system.
Customer Service Representative/Solution Specialist
Verizon Wireless
12.2018 - 01.2020
- Assisted customers with inquiries and issues through multiple communication channels.
- Resolved billing questions and provided account information to customers efficiently.
- Educated customers on Verizon products and services to enhance their experience.
- Navigated high-pressure situations to deliver service excellence while managing billing, returns, and technical support.
Customer Service Representative/Sales Representative
Concentrix/AT&T
12.2015 - 11.2018
- Maintained professionalism during high call volumes and de-escalated difficult concerns to ensure customer satisfaction.
- Assisted customers with product inquiries and service issues.
- Resolved complaints by employing effective problem-solving techniques.
- Mentored new hires on internal systems and supported agents during calls to enhance resolution rates.
- Documented customer interactions in the CRM system for future reference.
Education
High School Diploma -
Daingerfield High School
Daingerfield, TXSkills
- High-volume support
- Help desk support
- Multi-session management
- Technical troubleshooting
- Remote software installation
- MS Teams proficiency
- Documentation and escalations
- Peer mentoring and training
- Conflict resolution
- Adaptability
Core Competencies
Troubleshooting & Diagnosing, Remote Technical Assistance, Software Installation, MS Teams Proficiency, High-Volume Chat Support, Multi-Session Management, Accurate Documentation, Case Escalations, Peer Mentoring & Training, Conflict De-escalation, Problem-Solving, Adaptability
Timeline
Chat Support Specialist (Independent Contractor)
LiveOps
10.2024 - 01.2026
Technical Support Specialist (Independent Contractor)
Omni Interactions
01.2024 - 11.2025
Customer Service Advocate
Solutran
11.2023 - 01.2024
Customer Service Representative/Solution Specialist
Verizon Wireless
12.2018 - 01.2020
Customer Service Representative/Sales Representative
Concentrix/AT&T
12.2015 - 11.2018
High School Diploma -
Daingerfield High School