Colleen Chapman
Palm Harbor,FL
Summary
Successful manager with ten years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
18
18
years of professional experience
Work History
Assistant Customer Service Manager
Publix Supermarkets
12.2014 - 08.2023
- Helped large volume of customers every day with positive attitude and focus on customer experience and satisfaction.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Conducted training and mentored team members to promote productivity and commitment to premiere service.
- Monitored metrics and developed actionable insights to improve efficiency and performance. Improved KPIs consistently.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
Office Administrator
H. Mikel Hopkins, DDS PA
01.2006 - 09.2015
- Interacted with patients by phone, email, or in-person to provide information and appointments.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting patients.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, scheduling, and other administrative functions.
- Developed detailed plans based on broad guidance and direction.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Verified and filed insurance claims on behalf of patients.
- Responsible for marketing and practice development. Increased patient acquisition and retention by 10%.
- Successfully transitioned practice to digital equipment and record keeping.
Education
History And Political Science
St. Joseph's College
Patchogue, NYHigh School Diploma -
Comsewogue High School
Port Jefferson Station, NYSkills
- Customer Engagement
- Cash Handling
- Report Preparation and Analysis
- Conflict Resolution
- Customer Experience Improvement
- Staff Training
- Electronic Invoicing
- Evaluate Performance
- Microsoft Office
- Productivity Standards
- Schedule Coordination
Additional Information
SAC Committee Chair
Clearwater Fundamental Middle School
2018- 2020
Board Member
Greater Dunedin Little League
2019-2021
Timeline
Assistant Customer Service Manager
Publix Supermarkets
12.2014 - 08.2023
Office Administrator
H. Mikel Hopkins, DDS PA
01.2006 - 09.2015
History And Political Science
St. Joseph's College
High School Diploma -
Comsewogue High School
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