Summary
Overview
Work History
Education
Skills
Timeline
Generic

Malia Carlos

Katy,TX

Summary

Dynamic customer support professional with a proven track record at Tech Ease Solutions, achieving a 95%+ customer satisfaction rating. Skilled in live chat and email support, adept at conflict resolution and technical troubleshooting. Committed to enhancing customer experiences while training new team members and contributing to knowledge base improvements.

Overview

6
6
years of professional experience

Work History

Remote Chat Support Specialist

TechEase Solutions
01.2022 - Current
  • Responds to 80+ chat and email inquiries daily regarding account access, billing, and product issues
  • Maintaining 95%+ customer satisfaction rating by resolving tickets within SLA
  • Train new chat support specialists, fostering a supportive work environment that encouraged growth and development.
  • Documented customer interactions and flagged common issues to improve Help Center content
  • Collaborated with tech teams to escalate and resolve bugs and UX issues efficiently

Customer Experience Associate (Email & Chat)

GreenCart E-Commerce
09.2019 - 12.2021
  • Handled refund, return, and shipping queries via Zendesk for an e-commerce platform
  • Maintained a 98% first-response accuracy rate with a focus on brand voice and tone
  • Managed backlogs during high-volume periods like Black Friday with zero SLA breaches
  • Contributed to team knowledge base to streamline common responses
  • Looked for additional ways to expand products to customers by upselling new products and services.
  • Employed active listening skills to accurately understand customer concerns and address them effectively.

Education

High School Diploma -

Morton Ranch High
Katy, TX
06.2017

Skills

  • Live Chat & Email Support
  • Ticketing Systems (Zen-desk, Fresh-desk)
  • CRM Software (Salesforce, Hub Spot)
  • Knowledge Base Management
  • Typing Speed: 75 WPM
  • Conflict Resolution
  • Customer Retention
  • Technical Troubleshooting
  • E-commerce Platforms (Shopify, Woo Commerce)
  • Patience and tolerance

Timeline

Remote Chat Support Specialist

TechEase Solutions
01.2022 - Current

Customer Experience Associate (Email & Chat)

GreenCart E-Commerce
09.2019 - 12.2021

High School Diploma -

Morton Ranch High

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