Tanya Hyde

Detail-oriented chat support professional with (4+) years of experience providing real-time assistance to customers via live chat, email, and messaging platforms. Adept at multitasking, resolving technical and billing issues, and delivering a positive customer experience. Recognized for maintaining high customer satisfaction scores, strong written communication, and prompt, effective problem-solving.

Chat Support Specialist - Laviness - United States

(2024-10 - 2026-05)

• Handled an average of (25) simultaneous live chat sessions, providing immediate responses to inquiries on product features, order status, and billing.
• Achieved a (10)% customer satisfaction (CSAT) rating by maintaining an approachable tone and thorough problem resolution.
• Collaborated with product and technical teams to troubleshoot issues in real-time, reducing escalations by (8)%.
• Updated and maintained an internal knowledge base, improving first-contact resolution rates and cutting average handle time by (4)%.
• Conducted post-chat follow-ups to ensure timely resolution and boost overall customer loyalty.

Customer Support Representative (Chat & Email) - B&B - United States

(2022-07 - 2024-10)

• Simultaneously managed multiple chat queues, addressing up to (25) inquiries per shift with a focus on prompt, accurate resolutions.
• Utilized CRM and ticketing software (e.g., Zendesk) to log interactions, track issue progress, and provide ongoing status updates to customers.
• Partnered with QA and management teams to identify recurring customer pain points, helping launch new features that reduced chat volume by (8)%.
• Assisted in training new hires on efficient chat etiquette, tone, and conflict resolution, contributing to a (7)% improvement in team performance.
• Improved cross-departmental communication by relaying common customer feedback, ultimately enhancing product and service offerings.

Hesperia High (1994 - 1997) Hesperia, Michigan, United States