JOSEPH BOADU

I am a dedicated and personable Live Chat Support Specialist with over 2 years of experience in delivering fast, empathetic, and solutions-focused customer service across eCommerce and SaaS platforms. My expertise lies in handling high-volume chats, efficiently resolving customer concerns, and maintaining a professional tone under pressure. I am adept at using CRM tools like Zendesk, Intercom, and LiveChat, which has allowed me to boost customer satisfaction and build brand loyalty through clear communication and effective problem-solving.

At Amazon, I delivered real-time assistance to an average of 60–80 customers daily via the live chat platform, focusing on order issues, returns, refunds, and technical troubleshooting. I maintained a customer satisfaction score of over 95% by providing empathetic support under high-pressure conditions. My role involved collaborating with internal teams to resolve complex order and billing issues, identifying trends in customer feedback, and proactively reporting system bugs to improve user experience.

In my previous position at Boda Tech Solutions, I supported customers through live chat, email, and a helpdesk ticketing system. I collaborated with internal teams to troubleshoot platform bugs and documented common issues to enhance FAQ and Help Center resources. My commitment to managing KPIs, including average response time and resolution time, has equipped me with the skills necessary to thrive in a fast-paced support environment.