Esla

Esla Kagbu
[open contact info](look above in the "contact info" section) – Telegram: @undonerounder

Professional Summary
Detail-oriented and customer-focused Chat Operator with over 1 year of experience delivering fast, friendly, and accurate customer support through live chat. Skilled in handling multiple chat conversations simultaneously, resolving customer queries, and using CRM tools to log and track interactions. Committed to creating positive user experiences and maintaining high customer satisfaction ratings in remote work environments.

Core Skills
Technical Skills
• Live Chat & Messaging Support
• Typing Speed: 50+ WPM
• CRM Systems (Zendesk, Intercom, Freshdesk)
• Ticketing & Case Management
• Email Support & Templates
• Troubleshooting Technical Issues
• Google Workspace & Microsoft Office
Soft Skills
• Customer Empathy & Patience
• Problem Solving & Logical Thinking
• Clear Written Communication
• Conflict Resolution
• Multitasking & Time Management
• Adaptability to Remote Tools
• Attention to Detail

Work Experience
Chat Operator
444, Ukraine (Remote)
May 2024 – April 2025
• Responded to real-time customer inquiries through chat regarding products, orders, and service issues.
• Achieved a 90% satisfaction rate by delivering prompt and clear solutions.
• Supported process improvement by highlighting recurring customer concerns to the internal team.
• Updated internal knowledge base and contributed to more effective FAQ content.
Chat Support Agent (Remote)
ModSquad | Remote
Feb 2023 – March 2024
• Handled customer interactions for a global brand via live chat, maintaining quick response times and a friendly tone.
• Resolved a wide range of issues including account setup, payment queries, and technical troubleshooting.
• Logged detailed customer case notes into Zendesk for efficient tracking and follow-up.
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Education
Kyiv National University of Technologies and Design – Kyiv, Ukraine
Bachelor’s Degree | 2022
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References
Available upon request.