Summary
Overview
Work History
Education
Skills
Timeline

Charles Chappell

Chattanooga

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

30
30
years of professional experience

Work History

Government Support Expert

T-Mobile
12.2022 - Current
  • Deliver outstanding Un-Carrier service through expert handling of niche requests via various communication channels for customers as well as our sales team. Resolve billing issues by confirming promotions and rebates are processed accurately and assist with buyback facilitation of devices.
  • Act as project manager for customer solutions as needed, this includes crafting project plans determined by the needs of the customer and/or sales team including processing orders and renewals via portal or Salesforce. Effectively maintain and remain current with knowledge to support each group, department, and call center as business needs dictate.
  • Build custom billing, usage and other account related activity reports that allow for management of the customer account. Document details of customized reporting to allow for duplication and alignment across cross-functional teams
  • Complete Account Management activities for customer base including mobile number management, new account activation, fulfillment of equipment needs.
  • Communicate proficiently with all levels of business customers, Sales and cross-functional partners. Engage in cross-functional partnerships for in-depth problem-solving. Deliver and align with customer care support needs as detailed by contractual agreements
  • Also responsible for other Duties/Projects as assigned by business management as needed.

Business Care Expert

T-Mobile
08.2019 - 12.2022
  • Enhanced customer satisfaction by efficiently addressing and resolving concerns in a timely manner.
  • Established a reputation for professionalism and reliability, earning recognition as a top-performing representative within the department.
  • Exceeded performance targets consistently by prioritizing workload effectively and focusing on high-impact tasks first.
  • Negotiated favorable contract terms with vendors, saving the company resources while maintaining high-quality services.

Customer Care Expert

T-Mobile
08.2015 - 08.2019
  • Trained new team members on company policies, procedures, and best practices to ensure consistent service quality across the board.
  • Monitored trends in customer feedback to identify areas requiring improvement or further development within the organization''s offerings.
  • Implemented process improvements that streamlined workflows, reducing average call handling time without sacrificing quality.
  • Served as a mentor to new team members, guiding them through onboarding processes and providing support during their initial interactions with customers.

Consumer Product Advisor

BlueCross BlueShield of Tennessee Inc.
08.2005 - 05.2015
  • Managed multiple tasks simultaneously, balancing competing priorities without sacrificing quality or attention to detail.
  • Established strong rapport with customers through friendly yet professional interactions.
  • Consistently followed company guidelines and procedures, demonstrating a strong commitment to ethical business practices.
  • Educated customers regarding benefits and eligibility and made recommendations to ensure that customer has the best products catered to their needs.
  • Adjudicated medical claims

Billing Specialist

Convergys Corporation
01.2003 - 01.2010
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Worked with multiple departments to check proper billing information.
  • Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.

Recruiter

Staff Management
05.2001 - 07.2005
  • Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
  • Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
  • Coordinated schedules to arrange management interviews with applicants.
  • Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
  • Scheduled shifts and processed payroll for temporary and seasonal staff.

Quality Review Trainer

Cigna Healthcare
06.1995 - 04.2001
  • Mentored new hires, resulting in stronger staff development and increased productivity.


  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
  • Led cross-functional team to update training curricula, keeping pace with industry changes.
  • Trained and mentored new personnel hired to fulfill various roles.

Education

Bachelor of Arts - Human Resources Management

University of Arizona Global Campus, Tucson, AZ
08-2021
  • Dean's List every semester
  • Graduated Magna Cum Laude

Skills

  • Optimistic Mindset
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Effective Time Management
  • Attention to detail
  • Versatile Team Player

Timeline

Government Support Expert - T-Mobile
12.2022 - Current
Business Care Expert - T-Mobile
08.2019 - 12.2022
Customer Care Expert - T-Mobile
08.2015 - 08.2019
Consumer Product Advisor - BlueCross BlueShield of Tennessee Inc.
08.2005 - 05.2015
Billing Specialist - Convergys Corporation
01.2003 - 01.2010
Recruiter - Staff Management
05.2001 - 07.2005
Quality Review Trainer - Cigna Healthcare
06.1995 - 04.2001
University of Arizona Global Campus - Bachelor of Arts, Human Resources Management

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