I am a Sales Chat Support Specialist experienced in handling high-volume customer interactions during peak seasons such as Black Friday and Cyber Monday. I confidently manage 2–3 concurrent chats while maintaining strong performance metrics, including consistent high QA scores (95–100 on multiple audits), strong FCR, and high ASAT. I specialize in post-purchase support such as returns, exchanges, cancellations, refunds, and delivery investigations (lost, late, or damaged orders) and also process and place orders on customer's behalf for their hassle free experience. I am proficient in Salesforce CRM for accurate case documentation and proper ownership transfers, including complex refund requests requiring coordination with specialized teams. I also handle promotion and coupon policies, educate customers on non-stackable discounts, and effectively de-escalate frustrated customers—even in the absence of supervisor escalation. I was awarded the Master Chatter Award during training for top mock chat performance.
