Faith Michael

I am an empathetic and results-driven Chat Support Officer with over 2 years of experience in remote customer service and technical support roles. My expertise lies in managing live chat conversations and email support, utilizing help desk platforms like Zendesk and Engage. I take pride in my ability to improve response times by 30% and maintain a customer satisfaction score (CSAT) of 95–98%. My proactive approach to issue resolution and strong communication skills have allowed me to thrive both independently and within cross-functional teams.

Currently, I work as a Customer Success & Chat Support Specialist at Element Photo, where I handle 50–100 customer interactions weekly. My contributions include developing self-service articles and video walkthroughs that have significantly reduced chat ticket volume. Previously, as a Technical Support Intern at GAOTek Inc, I created standardized troubleshooting templates that improved resolution speed dramatically. My background also includes administrative support, where I digitized over 5,000 records, enhancing student onboarding processes.