Cess L

Customer Support Representative — Chat, Email, Outbound and Back Office

Nike • Vollzeit

Mar 2023 - Apr 2026 • 3 yrs 1 mo

• Delivered accurate, high-quality customer resolutions across chat and email channels while consistently hitting top-tier quality score benchmarks. • Managed document verification through email and outbound calls for two months, handling a fast-paced queue with strong attention to detail and problem-solving. • Ran back-office and sales support for 10 months by verifying customer information, keeping data accurate and following up with customers to strengthen retention. • Juggled multiple live chat conversations simultaneously without sacrificing quality, making sure every concern was fully resolved within target handling times.

Customer Support Representative — Chat and Voice

T-Mobile • Vollzeit

May 2021 - Oct 2021 • 5 mos

• Handled a high volume of customer interactions (roughly 95% live chat and 5% outbound calls), delivering prompt and accurate support on every contact. • Managed several live chat queues at the same time while keeping quality scores up and making sure each customer left with their concern fully resolved.

Customer Support Representative — Email and Back Office

Lyft • Teilzeit

May 2019 - Aug 2019 • 3 mos

• Delivered accurate, high-quality customer resolutions across email channels while consistently hitting top-tier quality score benchmarks. • Managed document verification through email for two months, handling a fast-paced queue with strong attention to detail and problem-solving. • Ran back-office and sales support for 2 months by verifying Lyft driver information, keeping data accurate and following up with customers to strengthen retention.