Open to opportunities

Jamyron Cook

@jamyroncook

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Chat Support Specialist with 5+ years of customer service experience.

United States

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What I'm looking for

I am looking for a remote role that values empathy and efficiency in customer support.

I'm a dedicated Chat Support Specialist with over five years of experience in resolving customer inquiries across various platforms, including e-commerce and SaaS. My expertise lies in managing high-volume live chats, troubleshooting technical issues, and delivering exceptional support with a personal touch. I take pride in maintaining high customer satisfaction scores, having achieved a 98% CSAT for twelve consecutive months at Loomly.

Throughout my career, I have successfully implemented chat macros and automated workflows that reduced average handle time by 22%. My collaborative approach with product teams has led to significant improvements in user interface and experience based on customer feedback. I am passionate about creating seamless customer experiences and am always looking for ways to enhance service delivery.

Currently, I am seeking a remote Customer Service Support Representative role where I can leverage my skills in empathy and efficiency to further elevate customer interactions. I am committed to continuous learning and professional growth, as evidenced by my ongoing education in Information Technology and various customer engagement certifications.

Experience

Work history, roles, and key accomplishments

Current

Chat Support Specialist

Current

Loomly

Jan 2023 - Present (2 years 4 months)

Managed 100 chat inquiries daily across multiple time zones with a 1-minute average response time. Resolved Tier 1-2 technical issues related to integrations, billing, and platform bugs. Implemented chat macros and automated workflows, reducing average handle time by 22%.

CRM Platforms Workflow Automation Technical Troubleshooting Live Chat

Customer Service Representative

Glossier

Mar 2021 - Dec 2022 (1 year 9 months)

Delivered white-glove customer support for e-commerce orders via live chat and email. Handled exchanges, refunds, and logistics issues, reducing chargebacks by 15%. Created internal FAQ updates and self-service articles for the Help Center.

E Commerce Order Support Live Chat Email Support FAQ Development

Customer Service Representative

Notion.so

Jun 2020 - Aug 2021 (1 year 2 months)

Provided chat-based support for app functionality, permission settings, and integrations. Escalated bugs to the engineering team with clear logs and reproduction steps. Supported rollout of dark mode and mobile updates with user-focused messaging.

Chat Support App Functionality Support SLA Management

Customer Support Specialist

Shopify

Aug 2019 - May 2020 (9 months)

Responded to chat/email inquiries for Shopify-based stores with high daily traffic. Assisted with abandoned cart recovery, coupon setup, and account troubleshooting. Developed scripts for common order and shipping concerns to improve response consistency.

E Commerce Order Support Chat Support Email Support

Education

Degrees, certifications, and relevant coursework

South University

Bachelor of Information Technology, Information Technology

Currently pursuing a Bachelor of Information Technology. The curriculum focuses on core IT principles, including software development, network administration, and data management.