Summary
Work History
Education
Skills
References
Timeline
Generic

Racquel Chapman

Chicago,IL

Summary

Customer-oriented professional with 19 years experience delivering exceptional customer satisfaction.Confident in the ability to interact with customers to understand their unique needs and provide an innovative resolution. Highly accurate and efficient with strong investigation, problem-solving and critical thinking skills. Committed to contributing to team success and life-long learning.

Work History

Customer Advocate Digital Platform

Verizon Wireless
Rolling Meadows, IL
2018 - 2023
  • Provided customer support through phone, email and chat channels.
  • Researched customer inquiries to ensure accurate resolution of their issues.
  • Developed strong relationships with customers by providing timely responses and solutions.
  • Recorded detailed notes in customer accounts for future reference and follow-up.
  • Maintained a high level of professionalism while communicating with customers via all channels.

Customer Relations Team Lead

Verizon Wireless
Rolling Meadows, IL
2011 - 2018
  • Managed overflow of a minimum of fifty escalated calls per day to achieve desirable resolution for the customers while complying with company guidelines and objectives.
  • Resolved escalated customer issues quickly and efficiently.
  • Responsible for monitoring calls and messages for quality assurance to inspect for goals of first contact resolution.
  • Conducted thorough customer follow-ups to assess and analyze data in relation to the given Net Promoter Score.

Customer Advocate

Verizon Wireless
Elgin, IL
2004 - 2011
  • Served as front line employee responsible for the care of over sixty five customers per day by providing a positive experience and first call resolution.
  • Maintained a high level of professionalism while communicating with customers.
  • Recorded detailed notes in customer accounts for future reference and follow-up.
  • Identified opportunities to upsell additional products or services based on customer needs.
  • Engaged with customers and worked to resolve product and service issues.

Education

Business Communications

Robert Morris University - Illinois
Chicago, IL

Skills

  • Customer service and support
  • Conflict management and Resolution
  • Demonstrates strong attention to detail
  • Billing inquiry resolution
  • Data entry skills
  • Problem Solving
  • Public Speaking
  • Microsoft Office & Google Suites

References

References available upon request.

Timeline

Customer Advocate Digital Platform

Verizon Wireless
2018 - 2023

Customer Relations Team Lead

Verizon Wireless
2011 - 2018

Customer Advocate

Verizon Wireless
2004 - 2011

Business Communications

Robert Morris University - Illinois

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Racquel Chapman