Open To Work
Greg Chapman
Fort Wayne,IN
Summary
Customer-focused professional with 36 years of experience in customer service. Expertise in CRM systems, including Salesforce and Zendesk, facilitating effective issue resolution and enhancing customer satisfaction. Strong communicator and problem-solver, driving team productivity and fostering client relationships.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Customer Support Specialist-Technical Support
ClearCaptions, LLC
Remote
11.2022 - Current
- Provided technical support for ClearCaptions' communication devices and software.
- Respond to customer inquiries across multiple channels, providing technical support and conducting root-cause analysis to resolve service disruptions.
- Responded to customer inquiries about captioning services and technology solutions.
- Collaborated with team members to resolve customer issues, ensuring timely and effective solutions.
- Conducted feature training sessions to enhance product utilization and improve customer satisfaction.
- Provide instruction on product features and usage during customer interactions.
- Maintain accurate customer records in Salesforce CRM, performing regular account updates in compliance with data capture protocols.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Enhance team performance by implementing recognition and incentive programs, delivering high-quality customer service through active listening and empathetic engagement.
- Decrease customer complaints by 35% through the implementation of a proactive follow-up process.
- Manage a team of 25 customer service representatives, increasing overall productivity by 15%.
- Increase customer satisfaction score to 90% by leveraging interpersonal communication skills and product knowledge.
- Exceed KPI targets by 20% consistently for eight quarters.
- Introduce a new training manual, resulting in a 10% decrease in onboarding time.
- Maintain up-to-date knowledge of company products, services, policies, and procedures.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Develop and launch financial technology products, ensuring alignment with customer needs to drive business growth.
Patient Services Representative
Medly Pharmacy
10.2018 - 06.2022
- Supported patients through multiple communication channels, resolving inquiries efficiently.
- Handled over 100 daily customer inquiries, achieving a 98% service rating.
- Reduced patient hold time by 30% by streamlining insurance and billing procedures.
- Coordinated medication delivery schedules to improve treatment adherence and patient convenience.
- Enhanced customer ticket resolution by 35% through the implementation of a new CRM software.
- Developed a data-driven strategy that reduced average call time by 50% through process improvements.
- Conducted weekly training sessions for a team of 10 representatives, increasing team productivity by 25%.
Customer Service Representative/Customer Operations Specialist
BSI Company
Baltimore, USA
01.1989 - 03.2018
- Resolved over 1,200 customer service tickets monthly with a 98% satisfaction rate using Zendesk and live chat solutions.
- Managed daily customer communications via phone and email, fostering strong client relationships.
- Trained 15 new customer support specialists in company policies and best practices.
- Analyzed operational data to identify improvement areas, supporting business process enhancements.
- Collaborated with cross-functional teams, contributing to a 15% increase in operational efficiency.
- Authored technical documentation for operational processes, boosting team efficiency and understanding.
- Assisted in the configuration and testing of SAP GTS modules, improving compliance with trade regulations.
Education
BA in Applied Science - Business Administration
Walbrook Senior High School
Baltimore, MD06-1992
Bachelor of Arts - Human Resources Management
Morgan State University
Baltimore, Maryland05-1992
High school diploma - General Studies
Walbrook Senior High School
Baltimore, MD06-1987
Skills
- Technical Support (10 Years)
- Technical Troubleshooting
- Technical support
- Salesforce CRM
- CRM Software
- Customer Service
- Zendesk
- Live Chat
- Call Center Experience
- Customer Response
- Customer Service Excellence
- Conflict resolution
- Complaint resolution
- Empathetic engagement
- Time Management
- CRM Systems
- Sales (10 Years)
- Business Development
- Client Relationship Management
- Referral Coordination
- Activation Manager (10 Years)
- Web-Based Access to Switches
- Remote communication
- Help Desk
- Remote Utilities
- Support Portal
- Trello
- Infusionsoft
- Microsoft Windows
- Microsoft Outlook (10 Years)
- Excel
- Word
- Access
- Computer Networking
- Routers (10 Years)
- VPN
- Lan
- Wan
- DHCP
- DNS
- Ethernet
- TCP/Ip
- Network Support
- Network Monitoring
- Linux
- Operating Systems
- SQL
- Database Management
- Computer Coding
- Tech Support
- Desi
- Inat
- MetaSolv
- VoIP
- Epic
- Sla
- Sales Hub
- Service Hub
- Marketing Hub
- Website Builder
- SAP Functional Analyst
- Senior Implementation Specialist
- Canva
- Electronic data capture
- Time management
- Communication skills
- Performance metrics
- Active listening
- Root-cause analysis
- Communication strategy
- Administrative Support
- Supply Chain Management
- Order Fulfillment Coordination
- Mobile Devices
- Tech Support
- Human Resources
- Experience in Health Care
- Business Development
- Communication skills
- Technical Troubleshooting
- Time Management
- Conflict resolution
- Empathetic engagement
- Customer response
- Customer response
Certification
- Cloud Computing and Networking
- Senior Professional in Human Resources
- Professional In Human Resources
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeLocation Preference
RemoteSalary Range
$45000/yr - $200000/yrTimeline
Customer Support Specialist-Technical Support
ClearCaptions, LLC
11.2022 - Current
Patient Services Representative
Medly Pharmacy
10.2018 - 06.2022
Customer Service Representative/Customer Operations Specialist
BSI Company
01.1989 - 03.2018
BA in Applied Science - Business Administration
Walbrook Senior High School
Bachelor of Arts - Human Resources Management
Morgan State University
High school diploma - General Studies
Walbrook Senior High School