Carla Chapman
DECATUR,GA
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Bester's Foundation Inc
DECATUR, GA
02.2015 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered average of 65 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Answered average of 20 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Answered average of 20 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Answered average of 22 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Trainer
Orrion Cleaning Service
Atlanta, Georgia
01.1994 - 03.2020
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Tracked attendance and progress against goals for each participant.
Education
Associate of Science - Business Administration And Management
Tennessee State University
Nashville, TN05.1986
Skills
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Call Documentation
- Customer Data Confidentiality
- Customer Service and Assistance
- Effective Written and Verbal Communication
Certification
- Sales Manager Certificate
Timeline
Customer Service Specialist
Bester's Foundation Inc
02.2015 - Current
Trainer
Orrion Cleaning Service
01.1994 - 03.2020
Associate of Science - Business Administration And Management
Tennessee State University
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