Live Chat Agent Resume
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Charles Bloomberg
Portland, USA
charlesbloomberg@gmail.com
(621) 799-5548
in/cbloomberg
PROFESSIONAL SUMMARY
Highly skilled Live Chat Agent with extensive experience in customer support, adept at leveraging technology to enhance user experience and drive customer satisfaction.
PROFESSIONAL Experience
Live Chat Agent | Company A
January 2022 — Present, San Francisco, USA
• Managed over 300 live chat interactions daily, achieving a 95% customer satisfaction rate using Zendesk chat software.
• Trained and onboarded 15 new team members, resulting in a 20% reduction in onboarding time and a 30% improvement in initial performance metrics.
• Devised and implemented a new automated response script that reduced average response time by 40%, leveraging AI tools and NLP algorithms.
• Collaborated with cross-functional teams, including product and engineering, to provide feedback that resulted in a 25% improvement in product usability.
• Analyzed chat transcripts weekly to identify trends and implemented a training program that decreased customer complaints by 15%.
• Trained and onboarded 15 new team members, resulting in a 20% reduction in onboarding time and a 30% improvement in initial performance metrics.
• Devised and implemented a new automated response script that reduced average response time by 40%, leveraging AI tools and NLP algorithms.
• Collaborated with cross-functional teams, including product and engineering, to provide feedback that resulted in a 25% improvement in product usability.
• Analyzed chat transcripts weekly to identify trends and implemented a training program that decreased customer complaints by 15%.
Customer Support Specialist | Company B
March 2019 — December 2021, San Bruno, USA
• Resolved over 2,000 support tickets and live chat inquiries per month, maintaining an average first response time under 2 minutes.
• Increased customer retention by 10% through personalized follow-ups and proactive issue resolution using Freshdesk CRM tools.
• Conducted regular team training sessions on best practices and software usage, resulting in a 15% increase in team efficiency.
• Reduced customer wait times by 20% through the implementation of a new queuing system, enhancing the customer experience.
• Increased customer retention by 10% through personalized follow-ups and proactive issue resolution using Freshdesk CRM tools.
• Conducted regular team training sessions on best practices and software usage, resulting in a 15% increase in team efficiency.
• Reduced customer wait times by 20% through the implementation of a new queuing system, enhancing the customer experience.
Technical Support Representative | Company C
July 2016 — February 2019, Austin, USA
• Handled an average of 1,500 technical support inquiries per month via live chat, resulting in an 85% resolution rate on first contact.
• Developed detailed knowledge base articles that reduced repetitive queries by 25%, employing technical writing skills.
• Conducted root cause analysis for complex issues, improving overall problem-solving efficiency by 30%.
• Developed detailed knowledge base articles that reduced repetitive queries by 25%, employing technical writing skills.
• Conducted root cause analysis for complex issues, improving overall problem-solving efficiency by 30%.
Customer Service Representative | Company D
August 2014 — June 2016, Atlanta, USA
• Addressed customer inquiries and issues using live chat, email, and phone, achieving a 90% satisfaction score.
• Implemented process improvements that reduced response times by 15%, streamlining workflow.
• Conducted customer feedback surveys and provided actionable insights that led to a 10% increase in service quality.
• Implemented process improvements that reduced response times by 15%, streamlining workflow.
• Conducted customer feedback surveys and provided actionable insights that led to a 10% increase in service quality.
Education
Bachelor of Science in Information Technology | University of Southern California
May 2014
Expert-Level Skills
Live Chat Support, Customer Relationship Management (CRM), Automated Response Systems, Technical Writing, Root Cause Analysis, Team Training, Performance Metrics, Problem-Solving, Customer Retention, Communication Skills
