Floria Chapman
Schlater,MS
Summary
Experienced Customer Service Representative with 4+ years of work with fast paced environments. Able to deliver Outstanding performance. Also experienced in Sales, Technical, and also General Labor.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
HR Block
02.2023 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Sales Agent
Targeted Results
10.2022 - 01.2023
- Established personal connections with customers, exceeding customer service expectations
- Built rapport with clients by providing quality customer service and problem solving
- Accurately tracked customer orders, identified, and resolved any issues during order fulfillment
- Communicated with customer support for clarity on questions that were not answered in the online FAQs
Call Center Agent
ADT Solar
03.2021 - 06.2022
- Provided high standard customer service to maximize customer satisfaction.
- Handled 200–350 calls daily in a high paced environment.
- Performed excellent skills to make sure to always be in control of the calls while making sure to help the customer with their needs.
- Always made sure to provide customer with fast results to ensure they always got the best service.
Representative, Customer Service
H&R Block
11.2018 - 02.2021
- Excellent at listening to customer needs, and creating solutions that provide value to the customer.
- Responded to telephone inquiries, providing quality service to customers and associates asking about their information.
- Commended by manager for my quick complaint resolution and ability to resolve problems on the first call and avoid any escalated issues.
Customer Service Representative
Teleperformance
10.2020 - 01.2021
- Handle 200–300 calls a day, giving detailed, personalized, and polite service to customers.
- Able to set up laptop, computer, webcam, microphone, and using Microsoft Teams.
- Taking Payments over the phone.
- Discussing billing issues with customers and discussing options if needed.
General Laborer
Manpower
03.2017 - 04.2018
- Pick, Pack, receive, and restock products
- Unloaded inventory
- Cleaned, wrapped, and labeled orders.
- Upheld safe and clean working environment.
Education
High School Diploma -
Humphreys College
05.2015
Associate of Arts -
Mississippi Delta Community College
Moorhead, MS05-2020
Skills
- Client support
- Strong verbal communication
- Effective time management
- Experienced in software usage
- Excel proficiency
- Document analysis
- Proficient in English
- Proficient in Microsoft Word
- Sales experience
- Proficient in Microsoft Office
- Effective organizational skills
Timeline
Customer Service Representative
HR Block
02.2023 - 12.2024
Sales Agent
Targeted Results
10.2022 - 01.2023
Call Center Agent
ADT Solar
03.2021 - 06.2022
Customer Service Representative
Teleperformance
10.2020 - 01.2021
Representative, Customer Service
H&R Block
11.2018 - 02.2021
General Laborer
Manpower
03.2017 - 04.2018
High School Diploma -
Humphreys College
Associate of Arts -
Mississippi Delta Community College
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