Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
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Devaughn Chaukura

Warsaw

Summary

Results-driven Online Chat Specialist promoting ways to improve customer engagement. A relationship-builder and multitasking professional Looking for the next amazing opportunity utilizing great skills in customer service in busy environment.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Chat Support Specialist

Square, Sitel
Warsaw
08.2022 - Current
  • Trained new team members on live chat procedures and customer service protocols.
  • Asked open-ended questions to determine which products or services would be best fit for customers' needs.
  • Researched customer inquiries to provide accurate and up-to-date information.
  • Responded to customer inquiries and provided accurate information about products and services via live chat.
  • Monitored customer conversations and provided timely, knowledgeable assistance.
  • Assisted team leader with coaching and mentoring new employees.

New Hire Trainer

Square, Sitel
Warsaw
04.2022 - 08.2022
  • Coordinated technical training and personal development classes for staff members.
  • Evaluated the success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Trained staff during demonstrations, meetings, conferences, and workshops.
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Delivered new employee onboarding and training sessions via Google meeting.
  • Conducted training courses and prepared videos for long-term use.

Customer Service Specialist

Square, Sitel
Warsaw
08.2021 - 04.2022
  • Reported suspicious activity and worked with Account Services to handle ATO cases.
  • Monitored high-volume accounts and provided assistance to Priority Merchants.
  • Monitored accounts for irregular payments that may suggest fraudulent activities or merchant self-paying.
  • Provided primary customer support to internal and external customers.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Tracked customer service cases and updated service software with customer information.

Education

Bachelor of Science - Informatics

University of Economics And Human Sciences
Warsaw
02.2024

Skills

  • Quality Control Standards
  • Customer Engagement
  • Training Junior Team Members
  • Customer Account Management
  • Issue Escalation
  • Livechat Messaging
  • Trained in Salesforce
  • Calm and Professional Under Pressure
  • Sales and Upselling
  • Call Volume and Quality Metrics

Accomplishments

  • Consistently ranked in the top 5% of customer service reps for quality and first-contact resolutions.
  • Promoted to New-hire trainer for answering phone inquiries with poise and compassion over n 8-month period.
  • Attended all customer service workshops and seminars offered by the company, effectively improving conflict resolution, response, time management, and writing skills that were used on the job.

Certification

  • Global Privacy Awareness - 30 November 2022 (100%)
  • Global Security Awareness - 31 August 2021 (95%)

Languages

English
Native language

Timeline

Chat Support Specialist

Square, Sitel
08.2022 - Current

New Hire Trainer

Square, Sitel
04.2022 - 08.2022

Customer Service Specialist

Square, Sitel
08.2021 - 04.2022

Bachelor of Science - Informatics

University of Economics And Human Sciences

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Devaughn Chaukura