LaShoundra Middleton
Greenwood,SC
Summary
Remote Customer Service Specialist with over 15 years of experience delivering exceptional support through live chat and email. Achieved a 95% resolution rate for customer inquiries on the first interaction, enhancing customer satisfaction. Skilled in multiple CRM and chat software, capable of managing tasks efficiently in a dynamic virtual setting.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Retention Specialist/Remote Live Chat Specialist
Vyve
11.2024 - 12.2025
- Provided real-time professional support to customers via live chat, addressing inquiries, troubleshooting issues, and providing accurate product information.
- Maintained a consistent customer satisfaction rating of 95%+ by effectively diagnosing problems and offering solutions.
- Handled an average of 60+ live chat interactions daily while multitasking between multiple computer screens and conversations.
- Maintained detailed chat records and documentation of all customer interactions, ensuring accuracy and compliance with company policies.
- Collaborated with internal teams to resolve complex or escalated technical issues efficiently.
Remote Customer Service Agent
Innovative Food Service Group
04.2019 - 06.2024
- Delivered excellent customer service across multiple channels including phone, email, and chat, processing orders and facilitating returns/exchanges.
- Consistently met or exceeded key performance metrics such as average handle time and first call resolution rate.
- Contributed to process improvement initiatives by documenting recurring customer feedback and issues for management review.
Education
Associate of Arts Degree -
Piedmont Technical College
Greenwood, SC12.2023
Skills
Customer relationship management software
Appointment management system
Data entry and management Information organization Database maintenance
Office productivity software
Effective communication skills
Effective listening
Empathy and patience
Conflict resolution strategies
Detail-oriented
Time management
Flexibility
Technical writing
Customer retention strategy
Persuasion strategies
Collaborative communication
Trend analysis
CRM software expertise
Data analysis
Offer development
Client engagement
Technical documentation
Performance assessment
Customer retention methods
Client segmentation analysis
Conflict resolution
Persuasion techniques
Effective decision-making
Networking abilities
Microsoft Office Suite
Retention strategy design
CRM systems
Remote communication
Analytical thinking
Employee onboarding
Talent acquisition
Employee training development
Report generation
Talent acquisition
Recruitment strategy
Workplace relations
Adherence to procedures
Cost savings
Personnel oversight
Objectives creation
Employee training
Conflict management
Critical analysis
Communication skills
Prioritizing tasks
Leadership training
Team development
Staff training
Adaptability & flexibility
Clear communication
Effective listening
Collaborative teamwork
Time management
Effective communication
Task prioritization
Analytical thinking skills
Effective time management
Analytical thinking
Willingness to learn
Document management
Strategic management
In-person interviewing
Employee orientation
Benefits management
HR support
Affirmative action
Applicant qualifications
Professional writing
Project coordination
Compensation analysis
Seasonal workforce
Consulting management
Network gatherings
Customer complaint resolution
Talent acquisition
Financial assessment
Performance evaluation
Data protection
Documentation
Microsoft office
Recruitment
Conflict resolution
Active listening
Time management
Problem-solving
Certification
- High Speed Data Customer Service, Graduated
- Basic Broadband Troubleshooting, Graduated
- Advanced High Speed Data Customer Service, Graduated
- Excellent Customer Service, Graduated
Timeline
Retention Specialist/Remote Live Chat Specialist
Vyve
11.2024 - 12.2025
Remote Customer Service Agent
Innovative Food Service Group
04.2019 - 06.2024
Associate of Arts Degree -
Piedmont Technical College