Charisma Hines
@charismahines
Customer success specialist delivering empathetic, solutions-oriented SaaS support.
United StatesWhat I'm looking for
I am a customer-focused support professional with 10+ years of experience in customer success, SaaS support, and quality assurance. I specialize in onboarding, troubleshooting, and customer retention across diverse industries.
At Connecteam and Breezy HR I delivered responsive chat and email support using Intercom and Zendesk, guided new users through feature adoption, and collaborated with engineering to investigate and resolve bugs. I consistently maintained satisfaction metrics and handled escalations efficiently.
As a Team Quality Specialist I monitored ~15 agents for QA and training compliance, handled 120+ live chats per day, and developed help documentation that upheld client standards. I contributed internal documentation and training resources to improve processes and UX.
I bring proactive communication, empathy, and a focus on process improvement—supported by skills in knowledge base management, live chat, email support, and fast, accurate data entry—to help companies increase retention and customer satisfaction.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Connecteam
Jan 2025 - Present (9 months)
Provide responsive chat and email support via Intercom and Zendesk, onboard users to increase feature adoption, and troubleshoot bugs working with engineering to improve product UX and retention.
Customer Success Representative
Breezy HR
Jun 2022 - Jan 2025 (2 years 7 months)
Managed customer interactions via Intercom handling billing, onboarding, and product issues, investigated and reported bugs to engineering, and maintained satisfaction metrics through efficient resolution.
Team Quality Specialist
The Chat Shop
Mar 2019 - Jun 2022 (3 years 3 months)
Monitored ~15 agents for QA and training compliance, handled 120+ live chats per day resolving real-time service issues, and developed help documentation to maintain client standards.
Front Office Assistant
Piercings by Kassi Karry
Jul 2018 - Nov 2018 (4 months)
Greeted clients, scheduled appointments, managed records, and provided product and aftercare information to support customer experience and operations.
Receptionist
Purple Heart Tattoo LLC
Aug 2017 - Jun 2018 (10 months)
Answered phones, handled bookings, and maintained studio cleanliness to ensure smooth front-desk operations and positive client interactions.
Cashier
Circle K
Jul 2014 - Jul 2017 (3 years)
Managed high-volume transactions, restocked products, and ensured compliance with store procedures to maintain fast and accurate customer service.
RISeasonal Sales Associate
Ross Stores, Inc.
Oct 2013 - Dec 2013 (2 months)
Assisted shoppers during peak season and maintained merchandising standards to support store sales and customer experience.
Team Trainer
Taco Bell
Feb 2012 - Aug 2013 (1 year 6 months)
Trained new hires, maintained service standards, and supported shift operations to ensure consistent service quality and team performance.
Education
Degrees, certifications, and relevant coursework
Swansboro High School
High School Diploma, General Studies
2008 - 2011
Completed high school diploma with coursework typical of secondary education from 2008 to 2011.
Availability
Location
United StatesAuthorized to work in
Job categories
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