Quentine Chapman
New York
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Metro North Railroad
07.2024 - Current
- 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.
- Responded to customer requests for services, and company information.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
Custodian
Metro North Railroad
07.2021 - 07.2024
- Enhanced cleanliness and safety by regularly sanitizing high-touch surfaces.
- Reduced waste through efficient use of cleaning supplies and equipment.
- Maintained a well-organized supply closet for easy access to necessary tools.
- Streamlined facility maintenance by promptly addressing minor repairs.
- Contributed to positive first impressions with meticulous upkeep of entrance areas and walkways.
Lead Custodian
Metro North Railroad
11.2023 - 06.2024
- Facilitated effective communication among custodial team members through regular meetings focused on progress updates, challenges faced, and upcoming priorities.
- Ensured timely completion of tasks by delegating responsibilities to custodial staff members effectively.
- Assisted with special facility events by preparing rooms, and transporting supplies.
- Supervised supplies in inventory and submitted reorder requests.
- Identified repair needs and major maintenance concerns, and escalated issues to management.
School Custodian
Sunshine Developmental School
04.2019 - 07.2021
- Enhanced school cleanliness by performing daily custodial tasks such as sweeping, mopping, and vacuuming.
- Reduced maintenance costs by routinely inspecting and maintaining cleaning equipment for optimal performance.
- Promoted a healthy learning environment by disinfecting classrooms, restrooms, and common areas on a consistent schedule.
- Contributed to school safety by promptly addressing and resolving potential hazards in hallways, stairwells, and entryways.
- Supported school events by setting up and breaking down furniture, equipment, and decorations as needed.
- Assisted with minor maintenance tasks such as changing light bulbs, repairing fixtures, and painting walls to keep the facility in good condition.
- Received recognition from administration for dedication to maintaining a clean and safe learning environment for students, faculty, and staff.
Receptionist Administrator
Realization Center
12.2016 - 03.2019
- Enhanced customer satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
- Streamlined office operations for increased productivity by organizing and maintaining physical and digital filing systems.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
- Maintained up-to-date knowledge of industry practices by attending workshops, conferences, and continuing education courses relevant to receptionist administration duties.
- Handled complaints and questions, and re-directed calls to other team members.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Intern
Paul Robeson High School
01.2014 - 04.2014
- Enhanced intern productivity by assisting with project coordination and providing ongoing support.
- Streamlined office processes for improved efficiency and time management through regular organization and filing.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Sorted and organized files, spreadsheets, and reports.
Education
High School Diploma -
Paul Robeson High School
Brooklyn, NY06.2014
Skills
- Active Listening
- Team development
- Critical Thinking
- Time Management
- Problem-Solving
- Customer Service
Timeline
Customer Service Representative
Metro North Railroad
07.2024 - Current
Lead Custodian
Metro North Railroad
11.2023 - 06.2024
Custodian
Metro North Railroad
07.2021 - 07.2024
School Custodian
Sunshine Developmental School
04.2019 - 07.2021
Receptionist Administrator
Realization Center
12.2016 - 03.2019
Intern
Paul Robeson High School
01.2014 - 04.2014
High School Diploma -
Paul Robeson High School
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