Open to opportunities

Nathaniel User

@nathanielchavez

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Customer service professional with expertise in chat support.

United States

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What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a dedicated customer service professional with extensive experience in chat support and a strong commitment to delivering exceptional customer experiences. Over the years, I have honed my skills in managing high volumes of simultaneous live chat sessions, resolving complex customer issues, and maintaining high satisfaction scores. My ability to communicate effectively and provide personalized solutions has been instrumental in driving business results and enhancing customer loyalty.

Throughout my career, I have taken pride in mentoring junior staff and collaborating with cross-functional teams to improve service delivery. My experience spans various roles, from a Chat Support Specialist at Concentrix to a Digital Support Agent at Sitel Group. I have consistently exceeded performance metrics and contributed to the development of support documentation and knowledge base content, ensuring that both clients and colleagues have the resources they need to succeed.

With a strong foundation in CRM software and a commitment to continuous improvement, I am eager to leverage my skills in a dynamic environment that values customer satisfaction and teamwork. I thrive in fast-paced, remote settings and am passionate about creating positive interactions that foster long-term relationships.

Experience

Work history, roles, and key accomplishments

Chat Support Specialist

Concentrix

Nov 2023 - Jun 2025 (1 year 7 months)

Handled a high volume of simultaneous live chat sessions across multiple client accounts. Resolved customer concerns including account issues, technical problems, and billing discrepancies using CRM tools.

Live Chat CRM Software Troubleshooting Customer Retention Multitasking

Live Chat Customer Support Agent

Liveops

Jun 2021 - Oct 2023 (2 years 4 months)

Delivered exceptional support through chat and email, focusing on subscription renewals, refunds, and product navigation. Achieved and exceeded key performance metrics including response time, resolution time, and customer satisfaction.

Live Chat Email Support Customer Satisfaction Knowledge Base Performance Metrics

Client Chat Support Representative

Working Solutions

Jan 2019 - May 2021 (2 years 4 months)

Provided technical and non-technical support via chat to existing clients. Assisted with service requests, shipping issues, back orders, and price discrepancies through clear written communication.

Chat Support Technical Support Written Communication Process Improvement Documentation

Online Support Chat Agent

TTEC

Jan 2017 - Feb 2019 (2 years 1 month)

Utilized chat platforms to engage new and returning clients, assist in setting appointments, and answer FAQs. Maintained customer records and appointment logs through integrated support tools.

Appointment Management FAQ Development Support Tools

Chat Care Associate

Alorica at Home

Jan 2015 - Dec 2016 (1 year 11 months)

Responded to inquiries regarding digital wellness subscriptions via live chat. Processed cancellations, billing adjustments, and account updates with precision.

Live Chat Account Management Customer Retention Subscriptions

Digital Support Agent

Sitel Group

Jan 2012 - Dec 2014 (2 years 11 months)

Provided chat and email support for technical and general inquiries. Maintained service quality across multiple digital channels and ensured accurate record keeping.

Chat Support Email Support Technical Support Quality Record keeping

Junior Chat Support Assistant

ModSquad

Jul 2009 - Dec 2011 (2 years 5 months)

Managed basic chat inquiries, assisted with product selection, and resolved minor service issues. Built foundational experience in chat etiquette, tone consistency, and multitasking across systems.

Product Selection Multitasking Customer Service

Remote Chat Support Intern

KellyConnect

Jul 2007 - Jun 2009 (1 year 11 months)

Shadowed senior agents and participated in training sessions on digital customer service. Assisted with FAQ updates and chat transcript reviews to improve future responses.

FAQ Development Training Chat Transcript Review Customer Support

Education

Degrees, certifications, and relevant coursework

University of California

Certificate, Data Visualization Tools

Obtained a certificate in Data Visualization Tools, enhancing skills in presenting complex data clearly and effectively. Focused on using various software for data interpretation.

University of California

Graduate Certificate, Finance

Completed a graduate certificate program focusing on finance principles and practices. Gained advanced knowledge in financial analysis and management.

Salesforce Trailhead

Certificate, CRM Fundamentals

Completed the CRM Fundamentals Certificate program, gaining essential knowledge in customer relationship management. Focused on Salesforce platform functionalities and best practices.

University of California

Bachelor of Business, Accounting

Earned a Bachelor of Business degree with a specialization in Accounting. Developed strong foundational skills in financial reporting, auditing, and taxation.