Email & Chat Support Specialist / Operations Assistant

Verified

$8/hr

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Outline

Looking for Full-Time work (8 hours/day) at $8/hour

High School Diploma

English proficiency Fluent

Professional Summary

20-year BPO veteran specializing in pure non-voice Email & Chat Support, Quality Assurance auditing, Real-Time Analysis, and back-office administrative workflows. Highly experienced in handling high-volume customer inquiries, resolving complex tickets, and maintaining strict SLA response times with exceptional written communication.

Proficient in Salesforce, LiveChat, Freshdesk, Google Workspace, MS Office, Slack, and MS Teams. Skilled in process auditing, CRM database management, and independent problem-solving without supervision. Seeking full-time or part-time non-voice support, operations, or administrative roles.

Skills & Experience

Skills

Customer Support > Customer Service > Fraud detection 5-10 Years

Office and Administration > Quality Assurance 5-10 Years

10+ Years

Schedule Management 10+ Years

Accounting > Accounts Payable > Internal Audit > Inventory > Excel 10+ Years

CRM > Salesforce 2-5 Years

Customer service > Sales Representative > Customer Support 10+ Years

Dashboard Development 5-10 Years

Ticket Management 10+ Years

Experience highlights

Real Time Analyst (Operations Support)

Peak Support · January/2023 – Present

Monitored multi-channel ticket queues and email workloads using Salesforce, maintaining 95%+ SLA compliance. Designed custom Excel tracking templates and delivered daily reporting with actionable workflow insights.

Real-Time Analyst

Hinduja Global Solutions · February/2021 – Present

Managed live queue distribution and email triage across high-volume enterprise accounts. Built Excel dashboards tracking resolution speeds, ticket completion, and team SLA performance.

Customer Support Specialist (Chat & Email)

Concentrix · June/2020 – Present

Handled concurrent chat and email sessions on Apple support account with precise issue resolution. Maintained case notes, processed account modifications, and escalated complex technical tickets.

Real Time Analyst

Alorica Contact Center · November/2014 – Present

Regulated queue health, shift coverage, and operational performance metrics across enterprise programs over 5 years. Coordinated workflows between front-line specialists and technical leads.

Customer & Back-Office Support Specialist

ePerformax / Spi-Global · July/2012 – Present

Executed ticket triage, account updates, technical diagnostics, and documentation compliance using Outlook and web CRMs across technical accounts.

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