Ronnie Chaponda
Remote Customer Service Representative
Dallas,TX
Summary
Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently and also within a team.
. Offering 7+ years of service-focused experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Advocate
Unemployment Compensation
09.2018 - Current
- Precise review of unemployment benefits applicants to determine approval and denial of benefits based on suffice documents submitted.
- Inbound and Outbound contact with applicants to resolve
pending applications.
- Quality assurance of claimant accounts to ensure precise account management of applicants.
- Critical Analysis of Social security, State Identification, and documents submitted for review pending approval.
- Development of professional and business relationships
through written and verbal communication with various departments within the operation
Front Office Receptionist
Cambridge Caregivers
06.2015 - 07.2018
- Acted as a liaison between patients and doctors.
- Scheduled appointments for families seeking home health placement for their loved ones.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Decreased patient/customer hold times by updating office phone call and messaging procedures.
Customer Service Representative
Nordstrom Inc.
02.2012 - 04.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided information regarding charge accounts and loyalty programs.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Certificate - Scrum Master
Scrum Alliance
Dallas, TX09.2022
Diploma -
Zibict
Lusaka, Zambia01.2009
High School Diploma -
Zipas
Lusaka, Zambia12.2008
Skills
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Needs Assessment
- Customer Data Confidentiality
- Data Entry and Maintenance
- Call Documentation
- Microsoft Exchange
- Account Changes
- Benefits Interpretation
Certification
- Certified Nurse Assistant Training - 2021
Timeline
Customer Advocate
Unemployment Compensation
09.2018 - Current
Front Office Receptionist
Cambridge Caregivers
06.2015 - 07.2018
Customer Service Representative
Nordstrom Inc.
02.2012 - 04.2015
Certificate - Scrum Master
Scrum Alliance
Diploma -
Zibict
High School Diploma -
Zipas
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